Exporting list of tickets has my custom field, but all values are blank

June 9, 2017, 8:32 am

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Hello,

I am having an issue with the CSV export functionality from the ticket listings.

In short, I created a custom field of type 'choices list' which appears on the 'edit ticket' view and which seems to work properly (I assign values, leave the page, edit the ticket again - the value appears to have been properly saved in the database). However when I export the list of tickets, it looks as if all of my tickets dont have a value. The column is entirely blank.

Let me break it down more accurately.

- I installed osTicket 1.10 last week

- started using it and already have about 20ish tickets

- I decided to add a new custom field today into ticket details form

- the new custom field is of type 'choices list', I configured the field values properly, one per line, with key:value pairs

- assigning a value to this custom field from the 'edit ticket' view works fine. Here is a ticket from a couple of days ago, the value I assigned is still there.

- the CSV Export does show the column for the custom field, but there isn't any data (all tickets show blank values), see the rightmost column

My configuration is all good and I have no other issues (other than the infamous paste image bug that is due to Redactor... oh and also I can't seem to be able to switch languages, installed two additional languages and they only work if I set them as primary languages and remove the other 2). See below:

I seem to have pinned down the faulty code to class.export.php around line 108: it seems like it's trying to pull data from the database table/field "cdata.resolution", however this table column is completely empty: the actual data for my "resolution" custom field is stored in the "form_entry_values" table. Unfortunately I don't know the rest of the source code well enough to fix it myself... 

Did I do something wrong? Should I check for some missing piece of configuration?

Thanks in advance!

Clement

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Emails fetching issue.

June 19, 2017, 11:13 pm

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Hi Team,

I am frequently fetching the below error in the system logs.

Could you please let us know, what need to be done in order to avoid below issue.

"Excessive errors processing emails for imap.mail.yahoo.com/"My Email Address".in. Please manually check the inbox."

Thanks & Regards,

Saikumar.

CSRF Token Value Changes Frequently

June 15, 2017, 6:04 pm

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Dear Everyone,

I've problem with my CSRF token value that always changes frequently when I refreshed the page or I submit the scp login, it is causes the Valid CSRF Token Required error.

Does anyone know how to fix it?

Captcha

May 29, 2017, 1:56 am

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How will I disable the captcha in osticket? If not, how to configure it to make it useful?

IP-Binding

June 20, 2017, 12:09 am

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Hello Everyone,

at first i want to apologize if my English is not so well.

I started to use OsTicket in a secure environment and wantet to know whether I can bind an account to a specific IP. For example I want to bind the Administrator to the loaclhost. I set the mark on "bind Agent Session to IP" without any difference,

I use the Osticket version v1.9.9-1-gbe2f138.

If someone has an idea how to solve that issue I would be really glad:)

Transferred Tickets

June 19, 2017, 2:26 am

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As an Admin I would like to know details of all Tickets which has been Transferred from one Dept. to another / one team to another.
Even if it from the Database, not an issue... If you can just point me to the correct TABLE...

Add collaborator

June 20, 2017, 12:50 am

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Hello,

have latest build v1.10 (901e5ea)

the question is how to add collaborator to existing ticket?

if i press manage collaborators, I have popup opened...

the problem that nothing happens then I start to type name of already existing user...

if to check nginx access log there are requests like this GET /scp/ajax.php/users?q=buh HTTP/2.0" 400 248

so, but why response is 400? why request is bad?

nginx config file has lines

    # /scp/ajax.php needs PATH_INFO too, possibly more files need it hence the .*\.php

    if ($request_uri ~ "^/scp/.*\.php(/[^\?]+)") {

        set $path_info $1;

    }

    

    # Make sure requests to /scp/ajax.php/some/path get handled by ajax.php

    location ~ ^/scp/ajax.php/(.*)$ {

        try_files $uri $uri/ /scp/ajax.php;

    }

    

    # /ajax.php needs PATH_INFO too, possibly more files need it hence the .*\.php

    if ($request_uri ~ "^/ajax\.php(/[^\?]+)") {  

        set $path_info $1;                        

    }

Filter Variable %{ticket.subject} missing

June 9, 2017, 12:01 am

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In the filter termination, i noticed that the variable %{ticket.subject} is not available ... only the variables %{ticket.message} and %{ticket.source} are available ... how can i make it available %{ticket.subject}? Thanks in advance for the collaboration.

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Maximum Open Tickets for "Agent"

June 20, 2017, 4:26 am

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It would be perfect if it would be possible to also activate a max. amount of Tickets that an Agent can open / see.
Therefor it can be assured that the Agent is not only reading the ticket but also answering it.
Also if it would be possible that the agents automatically see the oldest tickets by default. So it is assured that they get answered first. Unless the Ticket was answered or Assigned to a person in charge, the Agent should not be able to open other tickets.

Would this kind of function be possible or is it planned for future releases?

Custom Signals

June 20, 2017, 7:36 am

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The plugin I am currently working on needs to perform some actions after the ticket has been assigned.

I know there aren't currently any signals to connect to for ticket assignment, so I was trying to add my own signal to the end of the onAssign function inside class.ticket.php.

Here is the code I am using (from http://osticket.com/forum/discussion/82822/fire-assignement-event-in-plugin)

$info = array('agent' => $staff);

Signal::send('ticket.assign', $this, $info);

I have also used a couple of variations of the Signal::send line but after connecting to the signal in my plugin's bootstrap function, it never fires.

I am able to connect to and use other Signals like model.created, it's just that my custom signal never fires.

I just can't seem to crack this one :(

E-mail message with [#ticket-number] in subject, creates anyway a NEW ticket.

June 20, 2017, 7:26 am

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I'm looking to the possibility TO APPEND a new message/comment to an existing ticket, from an "unknown" e-mail address (option enabled in the Admin panel), but with the ticket number in the subject line, formatted as reported in the guide ('[#68754]' for example).

If I look to the header of the e-mail sent (the one which created the unwanted NEW ticket), I see correctly the ticket number, to which I wanted to add the message. See the attachment...

Any help will be appreciated... thank a lot!!

DB Error #1064, 1146 y 1054

June 20, 2017, 8:34 am

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Good afternoon, I am new to osTicket and I have configuration problems, in the system registry the mentioned errors appear.

I'm using OsTicket V 1.10, MySQL 5.6.36 and PHP 5.6.30

Attached the configuration screen, thanks

Retrieve an email answer to a ticket

June 20, 2017, 9:04 am

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Hi

I hope I'm not asking something really dumb, but here it goes: is it possible to OsTicket retrieve a ticket answer if it was only given by email and not by an agent? To put in another way, we have a person who doesn't use our platform, but still answers some of our support requests and we were wondering if his answers can be retrieved by OsTicket. Is there some type of configuration that allows this?

Thanks in advance

auto-assign a ticket without assigning it in the help topic

June 6, 2017, 1:50 pm

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How do I auto-assign a ticket to a single user on the computer to attend a request without assigning it in the help topic ?.

For example, I have 5 people in support in 1 team, but I want the tickets to be assigned to one person, while that person attends a ticket, another person is automatically assigned the next and so on, until he reassigns the first one.

Error con V1.9

June 20, 2017, 11:04 am

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Buenas tardes, instale la versión 1.9 de osTicket y al parecer todo esta bien, pero cuando genero un ticket los correos no se envían ni al administrador del sistema ni al usuario que generó el ticket.

Adjunto documento con pantallas, espero puedan ayudarme, gracias.

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translation missing for some pages and words ?

June 18, 2017, 2:50 pm

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I'm running on osTicket 1.10 and have languages English as default then i have French and Deutsch (German). 

im where can i translate this part of the login pages?

French:

Deutsch (German):

is there any way to get this to be translated?

Profile Picture

June 19, 2017, 6:18 pm

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Hello! I want to add a feature that users can upload a profile picture so that admins of my osTicket can easily recognize them. Can someone please help me? Thanks a lot if there's one. :)

Valid CSRF Token Required

June 14, 2017, 7:08 pm

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Dear Everyone,

I'm experiencing a problem while trying to login into agent panel at ./ticketing/scp/login.php. The error message is Valid CSRF Token Required.

I've installed osTicket version 1.10 in local PC and staging server and it is work properly. But it doesn't work on my production server.

My local server setting is using XAMPP with Apache, PHP 7.0.9 and MySQL Maria DB 10.1.16.

My staging server and my production server has similar system information as follow:

• 64bit Amazon Linux 2017.03 v2.4.0
• Apache
• PHP 7.0.16

I've read some other similar issues but it can't solve my issue. For example, the suggestion to clear cache and it doesn't work and osTicket version 1.10 should work on previous PHP 7.1.

Please assist me where I've missed.

Thank in advance.

Redirected URL

June 15, 2017, 12:48 am

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Hello Everyone,

I'm experiencing a weird thing in my osTicket while trying to login into scp agent. Before further, i'd to share my system information as follow:

• 64bit Amazon Linux 2017.03 v2.4.0 (AWS)
• Apache
• PHP 7.0.16
• osTicket 1.10

When I accessed scp agent login at www.mydomain.com/ticketing/scp, it will redirected to http://mydomainpublicproductionwebsites.ap-southeast-1.elasticbeanstalk.com/ticketing/scp/login.php. This is work but some images not appear properly regarding the domain and also the weird domain.

The Valid CSRF Token Required error occur when I login with the regular scp agent URL http://www.mydomain.com/ticketing/scp/login.php

Does anyone know how to fix it?

1. How come the URL change/redirected to another URL but I able to login and do other stuff.
2. How come Valid CSRF Token Required error occur when I tried to login with the regular scp agent address (http://www.mydomain.com/ticketing/scp/login.php)

Very appreciate if you guys can have a look with my case.

Thank in advance.

Editing any ticket feed DB Error #1062

June 20, 2017, 8:34 pm

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G'day all.

Long time user of osTicket. Thanks to all.

OS = Ubuntu 16.04.2 LTS

PHP = 7.0.20

MySQL =  10.0.31

Apache

osTicket = v1.10 (901e5ea)

Issue is that whenever I edit anything on the ticket (using the edit capability top right corner of each response or internal note) it comes back with a DB error #1062 and the edit window just hangs. A forced refresh of the webpage shows the edit was successful (although I would have thought that the edit would work in place of the original (sort of like Facebook does for comments) rather then show a completely new one below).

Here is the email that I get:

[UPDATE `osti_attachment` SET `object_id` = 7201 WHERE (`osti_attachment`.`type` = 'H' AND `osti_attachment`.`object_id` = 7197)]

Duplicate entry '7201-926-H' for key 'file-type'<br />

<br />

---- Backtrace ----<br />

#0 (root)/include/mysqli.php(204): osTicket->logDBError('DB Error #1062', '[UPDATE `osti_a...')<br />

#1 (root)/include/class.orm.php(3133): db_query('UPDATE `osti_at...', true, true)<br />

#2 (root)/include/class.orm.php(1304): MySqlExecutor->execute()<br />

#3 (root)/include/class.orm.php(1966): QuerySet->update(Array)<br />

#4 (root)/include/class.thread_actions.php(169): InstrumentedList->update(Array)<br />

#5 (root)/include/class.thread_actions.php(201): TEA_EditThreadEntry->updateEntry()<br />

#6 (root)/include/class.thread_actions.php(108): TEA_EditThreadEntry->trigger__post()<br />

#7 (root)/include/class.thread.php(1461): TEA_EditThreadEntry->trigger()<br />

#8 (root)/include/ajax.tickets.php(1092): ThreadEntry->triggerAction('edit')<br />

#9 (root)/include/class.dispatcher.php(145): TicketsAjaxAPI->triggerThreadAction('906', '7197', 'edit')<br />

#10 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('906/thread/7197...', Array)<br />

#11 (root)/include/class.dispatcher.php(120): Dispatcher->resolve('906/thread/7197...', Array)<br />

#12 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/tickets/906/th...', NULL)<br />

#13 (root)/scp/ajax.php(262): Dispatcher->resolve('/tickets/906/th...')<br />

#14 {main}

Regards,

Steven Swarts

TechCare