Quantcast
Channel: Recent Discussions on osTicket Forums
Viewing all 7550 articles
Browse latest View live
↧

Some email not creating tickets

March 29, 2017, 2:23 pm
$
0
0
Hello Helpful People!
We currently are using osTicket to retrieve email from a dedicated inbox. It's been working great for the past several months and haven't had many problems until now. We noticed that some emails are being processed (moved into the processed folder) but osTicket isn't making them into actual tickets. It's not happening constantly but enough to be noticed. We had this happen once last month, that's when I turned on debug logging and turned off all ticket filters so I can see if the system will tell me anything about this. We had this happen again twice on Monday but the debug log didn't show anything about it.
One possibility is that the emails that aren't being made into tickets have only been (so far that we've seen) auto-generated emails that come from our SharePoint page from users requesting user accounts. The emails always start with "Associate Termination:" or "New Email Account:" but ends with a different word/name each time. Is it possible the ticketing system is confusing the first few words and thinking it already made a ticket and it ignores it?

I'm not completely verse in this system so please be patient and ask me as many questions as you need!

See attached photos for osTicket info and Email settings. The "System Logs" just show "Cron Job executed" during the time it retrieved the email and moved it to process. It's running on a Windows Server 2012 R2 system. Please let me know if you need anything else.



↧
Search

How to assign task to php script?

March 19, 2017, 4:09 am
$
0
0
Hello, some of my tickets may be fixed w/o human needs, like: "I did not recive email, pls send it to me again". I want for choosen category after OST create ticket execute some script with provided variables ( i see it like curl with POST var). My script do something and close ticket if success. 

Does it somehow possible with OST?
↧
↧

Identify a ticket based on the parameters

March 29, 2017, 3:25 pm
$
0
0
Can I color open tickets, or put an icon according to a parameter such as Department?
And 'possible to identify reassigned ticket with an icon color or even with a filter .. to identify them better than the other.

Thank you


Os Ticket 1.10
S/o: Debian 8
Apache 2
Php 5
↧

osTicket-v1.9.15 Prefix already in-use

February 24, 2017, 10:43 am
$
0
0


Hi everyone,

I imported the existing database of OS from the current hosting to a new hosting. While installing, I encountered an error message that says, Prefix is already in-use. On my control panel, I have two databases together. The 2nd database does not have this prefix.

I changed the first database's prefix and still get the similar message. I hit F5 and retype the info with all over again. This time I changed the prefix. Nothing work. Please help. Thank you for your time.
↧

[core]: Upgrader Error

March 30, 2017, 6:18 am
$
0
0
Hi all. I get the following error when trying to upgrade OsTicket. I am unable to rollback either. Please could someone be kind enough to assist with this.

 [core]: Upgrader Error

[/** * @signature 0d6099a650cc7884eb59a040feab2ce8 * @version v1.10.0 * @title Add events to the ticket thread * */ ALTER TABLE `ost_ticket_event` ADD `id` int(10) unsigned NOT NULL AUTO_INCREMENT PRIMARY KEY FIRST, CHANGE `ticket_id` `thread_id` int(11) unsigned NOT NULL default '0', CHANGE `staff` `username` varchar(128) NOT NULL default 'SYSTEM', CHANGE `state` `state` enum('created', 'closed', 'reopened', 'assigned', 'transferred', 'overdue', 'edited', 'viewed', 'error', 'collab', 'resent') NOT NULL, ADD `data` varchar(1024) DEFAULT NULL COMMENT 'Encoded differences' AFTER `state`, ADD `uid` int(11) unsigned DEFAULT NULL AFTER `username`, ADD `uid_type` char(1) NOT NULL DEFAULT 'S' AFTER `uid`, RENAME TO `ost_thread_event`] Table 'mypctgxm_RGILC.ost_ticket_event' doesn't exist

↧
↧

Limited text length in the form instructions

December 27, 2016, 1:23 pm
$
0
0
Hi,


I am using two languages: german (standard language) and englisch.
osTicket Version:  v1.10 (901e5ea)
Apache: Apache/2.4.10 (Debian)
mySQL:5.7.15
PHP: 5.6.25


And I have the following problem with a limited length of instructions in a form but only in the main language:

I wanted to write a longer instructions for one of my help topics. If I do that and save it in the main language the system is cutting the instruction after a certain number of characters. However, I does not do that in the second language (english).

If I change english to be the standard language the system is cutting the instructions text for the english language but not for the german.

  
Cheers,

Simon
↧

Close resolve tickets with no reply after X number of days

March 30, 2017, 1:35 am
$
0
0

Hi,

We are looking to close resolved tickets after a set number of days and have followed tfruba's answer in this thread: http://osticket.com/forum/discussion/comment/113121/ to no avail.

As per the thread I've added the following into /include/class.ticket.php:

// Added MB 170317
   function closeResolvedTickets() {

    $sql='SELECT ticket_id FROM '.TICKET_TABLE.' WHERE status_id = 2 AND DATEDIFF(now(), updated) > 7 LIMIT 50';

    if(($res=db_query($sql)) && db_num_rows($res)) {

     while(list($id)=db_fetch_row($res)) {

      if($ticket=Ticket::lookup($id)) && $ticket->markClosedWithoutResponse())

       $ticket->logActivity(_S('Ticket closed due to response timeout'), _S('Ticket has been closed by the system as nobody has responded in 7 days.'));

     }

    }

  }

// Added MB 200317

function markClosedWithoutResponse() {

 global $cfg;

 $sql='UPDATE '.TICKET_TABLE.' SET status_id=3, closed=NOW() '

  .' WHERE ticket_id='.db_input($this->getId());

 if(!db_query($sql) || !db_affected_rows())

  return false;

 $this->logEvent('closed');

 return true;

}

Which is step 2 + 3 in the thread and added at line 3670 onwards. The only changes to the code in the thread was the status ID to 2 (believe this is resolved - we had to do some digging in some other files to find this - very new to this) and change of a double quote to a single in the logActivity line. This has been added to class.cron.php inside the TicketMonitor() function:

Ticket::closeResolvedTickets(); //Marks ticket as closed due long response waiting period Added MB200317


When we made the changes live this instantly killed OSTicket giving us an internal server 500 error. I commented on the original thread and it was suggested that the mod was made for an earlier version and also to check the server logs when it errors. I am very new to this so not sure if I need to look at PHP or IIS error logs.

Any help would be much appreciated.

IIS7.5, PHP 7.09, OSTicket v1.10

↧

ticket lockout feature issue

February 28, 2017, 4:21 am
$
0
0
Info:
osTicket Version  :v1.10 (901e5ea) — Up to date
Web Server Software :Apache Phusion_Passenger/4.0.10 mod_bwlimited/1.4
MySQL Version :5.5.44
PHP Version :5.5.38

ticket lock feature isn't working with V1.10. we had faced few conclusions recently after update.
↧
Search

Advanced search feature feedback

March 30, 2017, 4:19 am
$
0
0
v1.10 Suggestion / feedback

 Advanced search is great. It helps me making some reporting easier. However it would be great if there was a checkbox for "all tickets" rather than keywords, so I can simply filter tickets without entering some keyword common to all tickets - which I dont actually know.

Or perhaps add the advanced search filters to the sort menu.. but then still, all tickets should be an option, otherwise you'd need to search, open, then answered and finally closed lists before compiling results.

↧
↧

Another daylight savings time issue

March 30, 2017, 8:05 am
$
0
0
I see there is another user experiencing the same issue.. http://osticket.com/forum/discussion/90155/osticket-1-9-14-daylight-savings-time#latest

I have osTicket v1.9.14
Web Server Software Apache/2.4.6
MySQL Version 5.5.52
PHP Version 5.4.16
date.timezone America/Chicago

This is running on a CentOS 7.3 server, which has the correct time and time zone selected.. The database even shows the correct time information, but when we view a ticket via the front end, it is an hour off.
↧

LDAP User lookup not working?

March 30, 2017, 4:41 am
$
0
0
When i create a new ticket the user is not been automatically looked up? The LDAP plugin works because the agents can sign in using that authentication. 

Thanks,
G

↧

Unable to paste images

March 30, 2017, 6:51 am
$
0
0
Good Morning,

with the last upgrade of OsTicket we lost for the Chrome browser the ability to paste images in the administrative backoffice to reply to tickets, which is still working of Firefox.

When we try to paste a snippet or a copied screenshot into a ticket we get by email the following error warning:

========================================================================

[INSERT INTO `ost_attachment` SET `file_id` = 6351,
`type` = 'D', `object_id` = 44320, `name` = 'screenshot-8gJU']
 Duplicate entry '44320-6351-D' for key 'file-type'<br
/>
<br />
---- Backtrace ----<br />
#0 (root)/include/mysqli.php(204): osTicket->logDBError('DB
Error #1062', '[INSERT INTO `o...')<br />
#1 (root)/include/class.orm.php(3133): db_query('INSERT
INTO `os...', true, true)<br />
#2 (root)/include/class.orm.php(597):
MySqlExecutor->execute()<br />
#3 (root)/include/class.attachment.php(161): VerySimpleModel->save()<br
/>
#4 (root)/include/ajax.draft.php(101):
GenericAttachments->upload(Array)<br />
#5 (root)/include/ajax.draft.php(300):
DraftAjaxAPI->_uploadInlineImage(Object(Draft))<br />
#6 [internal function]:
DraftAjaxAPI->uploadInlineImage('44320')<br />
#7 (root)/include/class.dispatcher.php(145):
call_user_func_array(Array, Array)<br />
#8 (root)/include/class.dispatcher.php(38):
UrlMatcher->dispatch('44320/attach', Array)<br />
#9 (root)/include/class.dispatcher.php(120):
Dispatcher->resolve('44320/attach', Array)<br />
#10 (root)/include/class.dispatcher.php(38):
UrlMatcher->dispatch('/draft/44320/at...', NULL)<br />
#11 (root)/scp/ajax.php(262):
Dispatcher->resolve('/draft/44320/at...')<br />
#12 {main}

============================================================================

This is our current configuration: 

osTicket Versionv1.10 (901e5ea) —  Up to date
Web Server Softwarenginx/1.10.2
MySQL Version10.0.29
PHP Version5.4.16
↧

Filter Ticket on agent's change

March 30, 2017, 1:24 am
$
0
0
I would apply a filter when the agent update the custom field. How can i do?
Can i apply only the filter after the input of user?
Thanks a lot.
Claudio
↧
↧

How to make Multi Form ?

March 30, 2017, 5:14 am
$
0
0
Hi,

I tried to make a custom form like this :

1 - Which building ?
 choice 1
 choice 2
 choice 3

2- Where is the printer ?
if choice 1 - list 1
if choice 2 - another list
if choice3  - another list

Thanks for your help.
↧

Different SLA for Tasks and Tickets

March 28, 2017, 5:47 am
$
0
0
Hi,

How can I activate separate SLA for Tasks and Tickets? Basically, I want to get an email notification 15mins (or any other per-defined time span) before a certain Task due date is about to approach.
If it can be hard-coded then also, I am OK with it... Please help!!!
OSTICKET VERSION: 1.10(901e5ea)
WEB SERVER: Apache 2/4/18 (Ubuntu)
MYSQL: 5.7.17
PHP version: 7.0.15-0ubuntu0.16.04.4



↧
Search

How to Change Info into the E-mail login Field

March 30, 2017, 7:54 am
$
0
0
Hi,

I have a problem into the field for typing the e-mail or username. In English language it is right, but in my language Portuguese, this field is showing CPF instead! I cannot change it, I looked for any form to see if it is possible to chance without success! I'm quite sure it needs to be changed into the translation file, but cannot edito the *.phar file!! Can someone help on that?
↧

"This action requires a lock. Please try again" when trying to post reply to ticket

March 29, 2017, 9:37 pm
$
0
0

v1.10 (901e5ea)

Hi,
I recently updated my production site to V1.10 (tested a few basic features - all looked good) and have had the first clients production ticket come through since the upgrade. I am unable to reply to it, with a red error appearing above the 'To:' field saying 'This action requires a lock. Please try again '
I have disabled Lock Sematics under Admin > Tickets > Settings. But I only did that after I saw this error.
I can't add an internal note either. I'm stuck.

The issue persists.
I am the only one logged in.

Its unclear what this error means or how I can resolve it....?


↧
↧

Advanced ticket status and advanced SLA plans

March 31, 2017, 12:03 am
$
0
0
Hi all,

Currently OSticket has a feature called "Custom Ticket statuses"
The feature sounds nice, but is pretty much useless due to the fact that you can only define the ticket state "Open" or "Closed"

It would be nice if a feature was implemented which would allow tickets to be put "on-hold" in such a way that the SLA timer is also paused.

Another feature would be good to have is more advanced SLA plans, such as to define when the timer will start to run (a possibility to non-work days such as, weekends and holidays)
Because right now the timer starts right after the ticket is created in real-time, even when there are non-working hours.

I read a few years ago that these features would be implemented, but that were posts from 3 a 4 years ago..

↧

Unable to bulk import users

March 30, 2017, 10:33 pm
$
0
0
It seems to be a known issue in 1.10rc2 but hasent been fixed. https://github.com/osTicket/osTicket/issues/2450

1.10 ostversion
php 5.6.8
mysql 5.6

Bulk import doesnt seem to work. i get the exact same error as the screenshot in the link.
to reproduce go to staffpanel -> Users -> Import -> import popup form -> enter data in copy paste section.
↧

Storage :: Attachments in Amazon S3 - v.1.10 - Paid Help Wanted

November 5, 2016, 2:39 am
$
0
0
Hi,

We are now using v1.10 for our osticket installation, firstly we need to know is it compatible with the - Storage :: Attachments in Amazon S3 - plugin?

If it is compatible, we are looking for someone that we can can to install this and configure it for us.

The person must have done this before and be confident they can make it work, or fix any issues they come across.

Thanks

@ntozier- sorry if this isn't the appropriate place. please advise if I need to post elsewhere.


↧
Viewing all 7550 articles
Browse latest View live
Search
<script src="https://jsc.adskeeper.com/r/s/rssing.com.1596347.js" async> </script>