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Best way to save a local/offline searchable version of all tickets?

April 3, 2017, 4:32 pm
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Hi,

I need to save all tickets to my computer so I can search in them/view them later. Perhaps one big pdf or several pdf files?
I haven't upgraded my system yet so I don't know much about the pdf-printer function in osticket. How safe is it to use this function - are any pdf files/temp files of tickets saved on my server or does it use any external pdf-printer function (tickets contain private information - email addresses etc. so I need to be sure of this).
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Default values when creating a ticket from backend

April 3, 2017, 4:45 pm
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Can osTicket send a link to an answer to a ticket instead of emailing it?

April 3, 2017, 4:46 pm
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Hi, I sometimes need to send information that shouldn't be emailed (emails are not secure enough for sending passwords etc.). OsTicket emails my answer to tickets - can it instead send a link to the answer, that can be viewed after the person has logged in?
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Merge function in v1.10

April 4, 2017, 7:15 am
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I have a mod for merging Tickets.
But if i press Merge tickets, I get an error is called: "No valid ticket to merge selected " and i selected one.

have anyone the same problem? or any solution?
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Mail Fetcher after update to osTicket v1.10

April 4, 2017, 2:23 am
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Hello,
After update to osTicket v1.10  I receive again and again error - Mail Fetcher :

Excessive errors processing emails for
mail.abitec.sk/abitec\ServisA. Please manually check the inbox.

http://support.abitec.sk

Befor all was without any errors.
I search this, but I was not found any solution :-(

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Time Tracking of Tickets

April 4, 2017, 9:10 am
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Hi,

we are using the time tracking Feature from osticket to bill our costumers and it is very importend for process we have. It was one of the main reasons we choose osticket in the fist place. Fun fact: its just gone with the update. its so funny, i mean who the hell is killing features in maintance releases?
Going back to the old Version is not an Option, so we did the update to 1.10 as well. Still no "time tracking".
I mean sure i can add a form, but i need the old couter, as it was before.

So do i now have to migrate to a different solution to get this very exotic Feature?
I don't mind to pay for addons or support.

Thanks,
Richard
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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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Advanced ticket status and advanced SLA plans

March 31, 2017, 12:03 am
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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..

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Post internal note doesn't work on ticket creation

April 4, 2017, 10:34 am
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When we open a ticket, post an internal note, then close the ticket the internal note does not populate.  If we open the ticket, close it, then post the internal note it works as expected.  I just want to know if this is working as intended.  If so, is there a way to change this behavior?
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Still can login after changing secret key in ost_config.php

February 23, 2017, 9:07 am
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I'm using ost 1.9.8 in Linux, apache.

I have been hearing the "Encrypt/Decrypt secret key", or SECRET_SALT, is used to decrypt the agent password for logging in to Staff Control Panel.

To clone a new OST installation for testing, i just restored OST data into a NEW database using backup SQL file.
For the ost_config.php, i updated the database connection details to point to the new database.
For the secret key, i purposely made some changes and randomize it again.

However, i found that i still can use the previous agent login ID and SAME password to login to the new installation.

It seems weird to me but i don't understand why i can.

Anyone can explain to me please?
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Stay in the open ticket when Transfer

April 4, 2017, 12:41 pm
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Hi, 

Once you transfer a ticket to a different department, you will be redirected back to the list view of open tickets. Anyone could help me where could I modify this? I would like to stay in the open ticket once I transfer a ticket to a different department. 

Why do I need this? We have multiple websites connected to the ticketing system, using departments for the different sites. The canned responses are vary based on the departments (since the user's of the different sites have different issues). Our representatives assigned to multiple departments. The tickets many times come to a wrong department (simply because the end user know one support email address and send there whatever question she/he has). In order to access the related canned responses we have to transfer the ticket to the correct department. It is very time consuming to transfer and search again for the ticket...

Thank you for your help in advance!


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Staff can´t connect Active Directory

April 4, 2017, 12:58 pm
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Hi guys.

I´m experiencing a problem where all my users can access my osticket (v1.9.15) using their active directory credentiais but my staff members can´t.

If the staff user at osticket is the same as active directory, i can´t authenticate neither local auth or AD auth. But, if i create a local user in osticket as a staff, i can connect.

Do you known what can i do in order to solve this?

Thanks!
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I can't install V 1.10 error 500

April 4, 2017, 2:50 pm
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It really is frustrating this version 1.10, I currently have an earlier version and never had problems installing, now I did everything as always and I still give 500 error. I asked my hosting to open all permissions and nothing at all. It is a disaster I can not install, to see if it was my hosting, I enabled xampp on my pc and also can not install and it is not the version of php nor mysql. Please check it out because it is a disaster.
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Auto assign organization or company

November 24, 2015, 12:43 pm
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Is it possible to have a ticket or user be assigned to an organization based the email address they send to or a specific form page? 

I am a consulting firm that has multiple companies.  I need to be able to organized the tickets as they come in based on the company.  I have email piping setup and working.  I was wondering if I give them a specific email to send support requests to, whether osticket as some  way of automatically assigning them to an organization?  

Alternatively I would also like to be able to send them a url to a form that they can use that is specific to their company.  when they complete the form they the ticket or user is organized by company which can be a prefilled field or hidden value etc... 

I could do a list but I don't want them to have to scroll through a list of all the companies my company supports to find theirs.  There must be a way to do this.

 I am running osTicket v1.10-RC.2


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TICKETS CERRADOS

March 24, 2017, 9:54 am
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Buenos días, 

Por favor alguien me PUEDE Ayudar Con Los boletos cerrados, ya Que Al Momento De que el agente cierra el billete, no se guarda en la opcion de tickets cerrados. 

Gracias. 

Good Morning,

Please someone can help me with the tickets closed, since when the agent closes the ticket, it is not saved in the option of closed tickets.

Thank you
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Make default ticket status when agent replies to a ticket 'resolved' or 'closed'

April 4, 2017, 11:29 pm
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Just updated to v1.10 and looking for a way to implement a mod I had on previous versions which allowed me to have the default ticket status when an agent replies set to "closed"

It there any way to do this ?

Thanks

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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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Can osTicket send reminding email to the client that we are waintig for his response?

April 5, 2017, 6:32 am
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For example:
We sent reply to the ticket and we are awaiting for response but customer did not send us any so osticket will send a reminding email to the customer after for example 3 days to remaind him that we are still waiting?
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Subject Empty in V. 1.10

April 5, 2017, 10:00 am
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Hi,

I updated my osticket version from 1.9.14 to 1.10 but I can't fix how to show tickets subject, if this topic has already a solution please help me.

Thanks.
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add new field in internal note section

April 5, 2017, 1:35 pm
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