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cron.php not running via crontab, manual execution & AutoCron working fine.

March 24, 2017, 9:43 am
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As title really... I've scoured the other similar threads and whilst I'm getting a similar problem (cron is executing without error but not retrieving from the imap folder(s)) I've tried everything clearly suggested in them, to no avail.

I've tried the task with the username values of nobody, root and www-data set...

* * * * * nobody /usr/bin/php /var/www/html/api/cron.php

/var/log/syslog output (via grep CRON /var/log/syslog):

Mar 24 15:55:01 rewind CRON[1458]: (root) CMD (root /usr/bin/php /var/www/html/api/cron.php)

The imap folder does not get processed in this instance. I've modified the php.ini to output PHP errors to the syslog, but nothing is returned when the log is tailed other than the cron continuing to run.

if I run sudo -i to root or just call the PHP command from the CLI (/usr/bin/php /var/www/html/api/cron.php) then the script executes, as does the OSTicket AutoCron if I access the UI.

The server is Ubuntu 16.04.1 Xenial LTS running PHP 7.0.15 & Apache/2.4.18. Any & all help would be appreciated - if I'm missing a log file record, just ask.
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Intermitted problem auth.token validation.

March 21, 2017, 2:31 am
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Hi,

I may found an issue with the Auth link (%{recipient.ticket_link} in the templates) that is send to customers. Most of them are working e.g.
(e.g. auth=o1xdeaaaacuaaaaav7VnKmjLfy0ysQ%3D%3D) but a few do not authenticate (e.g. auth=o1xdaaaaacvaaaaaA77BapN9u%2BuZyA%3D%3D).

I have no clue where to look for this issue. What I gathered from the files is that de decode is done with positions in the auth sting to gather db ticket ids and user id. I was hoping if I could 'debug' the auth decode process to see what happens to the ticketid.

I do see that the 5th character is different 'e' and 'a', the 11th character 'u' and 'v' and probably the coded ticket number started from the last 'aaaaa'.

My best guess is that the next character is also an 'a' (although uppercase), that a regex or strpos is possibly done on those 5*a (however case insensitive) resulting in a wrong offset?  I tried look into the class.auth.php to determine the code, but failed to do that in a timely fashion. 

I imagine that you are the best person to ask how to proceed with this issue I have, or how to debug the process?

I do not know if other people see or get feedback from customers about this?

osTicket Version v1.10 (901e5ea)
Web Server Software Apache/2.4.10 (Debian)
MySQL Version 5.5.54
PHP Version 7.0.17-1~dotdeb+8.1
only 'mod/addition':
nl — include/i18n/nl.phar Version: 148287, for version v1.10 Built: Fri, 13 Jan 17 17:13:57 +0000)

Best regards,

Thonal


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Time zone Issue

March 31, 2017, 1:37 am
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Apache Phusion_Passenger/4.0.10 mod_bwlimited/1.4 5.5.44 5.6.25
osTicket Version
v1.10 (901e5ea)
— Up to date
Web Server Software
MySQL Version
PHP Version
issue :
Time zone is properly set in server & also in the OS ticket but we are still getting 1 hr diff

for example : if the time is 11:30 AM IST
its showing 10:30 AM IST

Please help as unable to get correct time stamp on tickets !
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SLA per organization and severity

March 8, 2017, 12:36 pm
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Hello,

Is there a way to setup a configuration where the SLA is set by organization and by severity?

For sample, we have a Organization 1 that they asked for the SLA based on severity like High 1 week, Medium 2 weeks and Low 4 weeks and the Organization 2 where the SLA also should be based on severity like this High 4 weeks, Medium 8 weeks and low 6 weeks.

Thanks for any suggestion.

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Line Break characters showing up in custom forms

March 29, 2017, 12:09 pm
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While attempting to create some custom forms using the "information" type I get unintended line break <br /> characters.  This doesn't occur in version 1.9 - only in v1.10.  Please see attached file.
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OSTicket v1.10 Merge / Duplicate Ticket mods attached

January 26, 2017, 3:44 am
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I am attaching a Merge modification for OSTicket  v1.10 (901e5ea). 

- The replacement PHP files.
- The SQL needed (if you changed your ost prefix from ost_ to something else then you will need to modify the sql file)

The Merge Ticket functionality basically sets up a master/child ticket relationship.  
- You can merge two tickets by opening the child ticket, entering the maser ticket number and clicking MERGE.
- You can merge multiple children into a master by simply selecting multiple tickets, entering the master ticket number and clicking MERGE.
- You can not merge a "master ticket" into another "master ticket" or a "child ticket" into multiple "master tickets".   It is just a "master" / "children" relationship.
- Viewing either the master or child tickets includes a "Relations" tab where you can see all the related tickets.
- You can delete the links between master and child tickets from the master ticket.

Couple of notes..

- This is NOT the final version.   I will post the rest of the code when it becomes available.
- If you select multiple child tickets and click MERGE it will fail if one of the children are already assigned to a master ticket.  The dev is working to resolve this by putting up a warning but merging the remaining tickets.
- The developer is also working to add a "duplicate ticket" button for the ticket view.   This will allow us to take an existing ticket and split it into 2 then delegate out the appropriate workload between staff members or departments.   

Attached are some screenshots in case you were curious what it looks like.

If any of the links/files are missing and you need a copy then please PM me.  I will share them with you. 

The coding work was done to our specification by Martynas Miniots.  Please contact him if you need any customization for your project.   


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Disable search auto-complete pulldown

March 31, 2017, 2:35 pm
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Please forgive my ignorance but I do not know what this feature is called.   If someone knows the correct name please post so I can fix the subject.  Hopefully this will help others. 

If you start to type something into the search box in OSTicket it creates a pull-down list of options.  Is there a way to disable this functionality so the search box is a simple search box?   Many times I am trying to search for a keyword in a ticket  and I end up searching for someone else's email address.

image


Server Information
osTicket Versionv1.10 (901e5ea) —  Up to date
Web Server SoftwareApache/2.2.15 (CentOS)
MySQL Version5.5.54
PHP Version5.6.30
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Mod: Sound on New Ticket

July 31, 2010, 5:36 am
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This incredibly simple mod will play a sound when the ticket list refreshes and there is a new ticket waiting for you.

I had already added the Age of Tickets mod and this mod piggybacks on the work that Scottro did in this thread:
http://osticket.com/forums/showthread.php?t=2619

In tickets.include.php find:
<!--<td align=\"center\" nowrap><?=Format::db_date($row['created'])?></td>-->
        <td class=\"nohover\" align=\"center\" >
                <?
                $diff =$row['timeopen'];
                $min = \"min\";
                $mins = \"mins\";
                $hours = \"hours\";
                $hour = \"hour\";
                $day = \"day\";
                $days = \"days\";
                if ( $diff <= 1 ){
                   print ($diff . \" \" . $min);
                }elseif ( $diff >  1 && $diff <= 59 ){
                   print ($diff . \" \" . $mins);
                }elseif ( $diff >= 60 && $diff <= 119 ){
                   $diff = round($diff / 60);
                   print (1 . \" \" . $hour);
                }elseif ( $diff >= 120 && $diff <= 1439 ){
                   $diff = round($diff / 60);
                   print ($diff . \" \" . $hours);
                }elseif ( $diff >= 1440 && $diff <= 2879 ){
                   print (1 . \" \" . $day);
                }elseif ( $diff >= 2880 ){
                   $diff = round($diff / 1440);
                   print ($diff . \" \" . $days);
                }else {};
                ?>
                </td>


now add this before the final tag

<? if ( $diff < 1 ){ ?> <embed src=\"beep.wav\" width=\"0\" height=\"0\" autoplay=\"true\"></embed> <?}?>


Make sure you change "beep.wav" to the url of the sound you want to use. For me, I just dropped my wav file into the SCP folder.

Basically, what this does is looks to see if a ticket has an age of zero minutes when the age of the ticket is calculated. If it does, it will play the sound. Keep in mind that if more than one ticket has an age of zero after the page refreshes multiple sounds will play. This is fine for my situation, but may not work for you if you have a high volume of tickets.

Here is a link to the sound I use, which is only 1K. (found via google)
http://buggerluggs.tripod.com/wavs/blip1.wav
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Add Colums in v1.10

April 2, 2017, 11:16 am
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How can i add status and department on the SCP agent FrontPage ? I can see in the  tickets.inc.php  the colums are definded.




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Email messages are cut in the beginning

April 3, 2017, 5:33 am
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This is my osTicket configuration: http://nimb.ws/nrz1jZ
IMAP is used for emails

In the mailbox which is used by osTicket there are emails from the mailer-deamon with errors for wrong email addresses. They are result from email messages which are sent to recipients by another script and the recipients' email addresses are wrong. When such messages are received , osTicket fetches them but also cut them in the beginning. I need the whole content of these message in order to trace the wrong email and assign ticket for fixing it.

Could you help me:
  1. How the email messages are cut?
  2. I would like to set the system to fetch the whole email only when it is send by particular email address. How to do this?
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osTicket-v1.9.15 Prefix already in-use

February 24, 2017, 10:43 am
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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.
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"Valid CSRF Token Required" on login.php agent page

March 29, 2017, 12:15 pm
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Hello,

I use osTicket v1.10 in PHP v5.6 on MySql 5.4 with Apache
The installation is ok.

But i have a problem to login admin in agent page (/scp/login.php) i have a this message "Valid CSRF Token Required"
I test to keep CSRF in login.php. I don't have the message but i return to the login page.

I see a lot of message for this problem but i don't find a solution.
Do you have a idea ?
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Identify a ticket based on the parameters

March 29, 2017, 3:25 pm
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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
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Time issue

March 21, 2017, 2:46 pm
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Ever since DST started,  all of our ticket time stamps have been behind by one hour.   My users reside in a timezone that does not do DST.   As far as I can tell my time settings are consistently set,  so I'm hoping to gain some insight into what I may have overlooked.  

Here's some relevant information about our installation.  Note that PHP settings reflect timezone of "America/Phoenix" which is correct.  The database timezone shows MST (Interpreted as America/Denver) which could certainly be part of the problem:
image

Default timezone is set to America/Phoenix:
image

As you might expect,  PHP.ini has the timezone set:
image

Here are my server time settings:
image

Originally I did not have a timezone set explicitly on MYSQL so it defaulted to SYSTEM.  Thinking this might have been part of the issue I set the zone to -07:00 in my.cnf:
image

However this has not made any impact on the time setting reflected on the dashboard or in the tickets themselves (all services have been restarted).   Any suggestions on where I need to focus my efforts would be greatly appreciated.
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Customer Reply Changes Status

March 29, 2017, 10:59 am
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Hi! I'm trying to find the settings to change a ticket's status when a customer replies to a ticket (via e-mail or online).  I have a status of "Waiting for Customer" so I know it's pending for the customer. When the customer adds to the ticket, I need the ticket to change to "Open" or "Pending" status again so I know the customer replied.

I'm not finding how to do this?  

Thank you in advance.
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Allow users to submit on another user's behalf

March 14, 2017, 9:38 am
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So what I want to do is a feature of our previous ticketing system and I'm going to get a lot of moaning if I can't fit it into OS ticket. Basically we use ticketing for schools and often a school designates one or two people to submit tickets on other's behalf. In my instance I require login to submit a ticket. Is there a mod/code examples of someone sticking in something like a search box to a help topic form where they would be able to select from all the other users and have them actually be assigned to the ticket rather than the submitter? 

The hacky solution would be to just have it be a text field and have the agents manually change it. Again, I want to avoid "the moaning of life" from them :) 

Thanks in advance. 
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Agent Notification Emails

April 3, 2017, 10:57 am
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I have tickets going in from the standard client forms assigned to Teams based on a filter. Before I build some kind of task to do it I was wondering if there was a way to have agents in a team notified of new opened tickets that go to that team via email in V1.10
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"My Tasks" by Team

April 3, 2017, 12:11 pm
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I've noticed if you are the member of a team that tasks assigned to that team won't show up in "My Tasks". Is that a configuration problem on my end, a bug, or intentional? 
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Agents not able to edit Canned Responses

April 3, 2017, 11:49 am
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I'm not sure if this is a bug or a feature. I've noticed any non-admin users can go to knowledgebase and edit FAQ items. I have their permissions checked for the knowledgebase section of agent admin. However, when they click on "Canned Responses" tab it just keeps them on the FAQ section. I log into an account that has "Admin" checked and I can get to it just fine. Is there a permission somewhere I'm missing?
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Inserting screenshots only works half of the times

April 3, 2017, 3:58 pm
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Hi, 

Inserting screenshots into the ticket response via the WYSIWYG editor only works half of the time. I do NOT have a DB error message (which I seen some others have), but most of the times nothing happens when we try to insert a screenshot into the middle of a response. We realized that this feature is working well if you paste the image into a new (empty) response, but once something have been written or a canned response have been selected the pasting option only works once out of 10 times. 

After pasting the image a small icon spinning somewhere in a middle of a text. (This small icon is randomly located, e.g. on the attached screenshot, I tried to insert the image right above the "Please contact us" part.)

I tried inserting via the image insert icon from the editor buttons, but it does not work either. 

Any idea what could be the issue? Are others experiencing the same? 

Our system/environment is: 

Client: Win 10 / most recent Chrome browser

Server:
DB: 
MySQL: 5.6.27. (AWS RDS)

Web: 
Red Hat Enterprise Linux Server release 6.9 (Santiago) (AWS EC2)
PHP: 5.6.30.
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