email reply to a closed ticket

July 10, 2017, 2:11 pm

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≪ Previous: Posted under wrong version forum. Please delete

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In v1.10, I've noticed something different than the
precious version. An agent closes a ticket, and the auto-message is sent
to the end user letting them know it has been closed.  The end user
sometimes writes back with a "thank you" message, which re-opens the
ticket so the agent could read it.  In the previous version, the
re-opened ticket was automatically re-assigned to the person who closed
the ticket.  With v1.10, the re-opened ticket
is assigned to nobody.  Is this an intentional change, or is there some
setting I need to tweak so it'll assign back to the closing agent
without me having to to it. 

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What does the symbol next to the name in the From column mean?

July 10, 2017, 9:15 am

≫ Next: "Custom Script" action for Ticket Filtering

≪ Previous: email reply to a closed ticket

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I am trying to figure out the meaning of the many different icons that osTicket is using in the various lists. Is there a reference to this somewhere? I have searched this forum and elsewhere, but I cannot find any resource on this. So it seems, it's obvious to everyone but me :)

Specifically, I would like to know what the symbol in the image below means. Thank you for your feedback!

Beate

"Custom Script" action for Ticket Filtering

December 21, 2013, 7:47 pm

≫ Next: Add New Collaborator must be another agent

≪ Previous: What does the symbol next to the name in the From column mean?

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Hi,

Some useful feature which I've already suggested in "Call for plugin ideas!", is a 'Custom Script' action for ticket filtering. 

It means that with a specific conditions for a ticket (e.g. from special email), set the action to run a Custom Php/etc. script rather than just assignment and static actions.

Also I'll appreciate if anybody let me know any ticketing system which already has this feature.

Add New Collaborator must be another agent

July 10, 2017, 7:04 pm

≫ Next: ticket attachment

≪ Previous: "Custom Script" action for Ticket Filtering

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Hi there,

if i login as an agent into the ticket system, i assign the tickets to other agents (colleague)

if i want to assign other agents to the same ticket, i choose to add a Collaborator, but choosing a name to add gives me the list of the users (clients), and not the agents !

whats wrong ?

thanks, Johan

ticket attachment

July 10, 2017, 8:27 pm

≫ Next: Edit Client's Profile

≪ Previous: Add New Collaborator must be another agent

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I just wanted to ask why ticket attachments are stored in "ost_file" and not inside the attachment folder I made? I was using file storage plugin (storage.phar) and enabled that already.

osTicket version 1.9.15

Edit Client's Profile

July 10, 2017, 8:58 pm

≫ Next: SLA Plan

≪ Previous: ticket attachment

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I have noticed that client cannot edit his/her profile, even he/she cannot change password. Is that because of the third party installation (which is a theme to change user interface) that I have installed with my osTicket?

SLA Plan

July 10, 2017, 10:44 pm

≫ Next: Printing ticket is out of the page

≪ Previous: Edit Client's Profile

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How will I fetch and include the SLA Plan assigned to tickets to the ticket view?

Printing ticket is out of the page

July 11, 2017, 12:30 am

≫ Next: Cambio en numero de ticket

≪ Previous: SLA Plan

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Hello, i was trying to print  the ticket (click print) and when i use the choices option with many checks the text went out of the page .

please check the picture attached.

thanks a lot.

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Cambio en numero de ticket

July 4, 2017, 11:29 am

≫ Next: Guest submission problem.

≪ Previous: Printing ticket is out of the page

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Buenas tardes, quisiera hacer una consulta, porque tengo configurado para que generen tickets desde el envio de un correo, pero cuando llega y realizo la transferencia de ese ticket al agente me termina cambiando el numero de ticket, hay alguna manera de que eso no suceda?

El problema esta "creo" cuando yo le pongo reasignar y elijo el agente? Se puede hacer que no modifique el numero de ticket cuando reasignamos un ticket?


Gracias

Guest submission problem.

July 7, 2017, 3:22 am

≫ Next: DB Error #1062 (presumably while adding new staff member)

≪ Previous: Cambio en numero de ticket

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On a new install, when submitting a ticket as a guest, the open.php page reloads as blank - with no ticket created.

Clearly I've missed something on config.

DB Error #1062 (presumably while adding new staff member)

July 11, 2017, 10:17 am

≫ Next: Stuck on loading task on other language

≪ Previous: Guest submission problem.

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While configuring and testing my osTicket installation suddenly got this mail:

Title: DB Error #1062

Body:

[INSERT INTO `ost_team_member` SET `team_id` = '1', `flags` = 1]

Duplicate entry '1-0' for key 'PRIMARY'<br /> <br />

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

#0 C:\Bitnami\rubystack-2.3.4-4\apache2\htdocs\osTicket\include\mysqli.php(204): osTicket->logDBError('DB Error #1062', '[INSERT INTO `o...')<br />

#1 C:\Bitnami\rubystack-2.3.4-4\apache2\htdocs\osTicket\include\class.orm.php(3133): db_query('INSERT INTO `os...', true, true)<br />

#2 C:\Bitnami\rubystack-2.3.4-4\apache2\htdocs\osTicket\include\class.orm.php(597): MySqlExecutor->execute()<br />

#3 C:\Bitnami\rubystack-2.3.4-4\apache2\htdocs\osTicket\include\class.staff.php(711): VerySimpleModel->save()<br />

#4 C:\Bitnami\rubystack-2.3.4-4\apache2\htdocs\osTicket\include\class.staff.php(1041): Staff->updateTeams(Array, Array)<br />

#5 C:\Bitnami\rubystack-2.3.4-4\apache2\htdocs\osTicket\scp\staff.php(47): Staff->update(Array, Array)<br />

#6 {main}

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

Staff member has been added as far as I can see, but what does this error mean (besides that there was a DB error - this I realize).

What should I now check and what steps should I check to repair possible damage (if any) and prevent this error in future?

Thank you!

Stuck on loading task on other language

May 2, 2017, 2:56 am

≫ Next: Adding Picture To Form

≪ Previous: DB Error #1062 (presumably while adding new staff member)

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Hi,

My osTicket installation gets stuck on loading Tasks (opened or closed) if the language is not English US.It is set to Portuguese (Portugal) and it stucks on loading (see attached image). If I refresh the page, I can open the task.

Is there any solution for this?

Thanks in advance,

Luís Teles

Adding Picture To Form

July 11, 2017, 10:34 am

≫ Next: Gmail images not displayed

≪ Previous: Stuck on loading task on other language

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I am creating a ticket for setting up our conference room. I am creating a custom form with all the info I need. However I need to be able to add pictures into the form, I can't seem to figure out how to do it. Is it possible to have pictures in a custom form. Will a plugin give me the needed functionality?

Thanks in advance for all of your help.

Gmail images not displayed

July 7, 2017, 4:49 am

≫ Next: Fresh 1.10 installation - cannot reset passwords for new agents because mails are not sent

≪ Previous: Adding Picture To Form

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Hello,

We are using osTicket v.1.9. Problem is when copying contents from gmail to osticket ticket creation page the images are not displayed and becomes invisible.

Had tried troubleshooting the same and found the images are embedded as inline image and is referring to gmail account.

I don't know how can this be resolved. Kindly help

Thanks
Yagnesh

Fresh 1.10 installation - cannot reset passwords for new agents because mails are not sent

June 22, 2017, 12:37 pm

≫ Next: osTicket wont load after installing a plugin

≪ Previous: Gmail images not displayed

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I have just installed version 1.10 and trying to add new agents, they are created but are not receiving any mails with set/reset password

When I send mail from scp/emailtest.php it works and I am receiving that mails, but:

When I click "Set password" on a "Manage Agent" page nothing happens.

When I am trying to login with an agent username (or mail), forcing "forgot password" page (because I don't know it and no one does) I am getting "Unable to reset password. Contact your administrator"

There are no records at scp/logs.php

Another observation:

scp/system.php shows red triangle and tell me ""1" is recommended if AJAX is not working" although I do have "cgi_fix_pathinfo=1" uncommented in my php.ini

osTicket is installed under Binami's latest ruby stack, Windows 

I will appreciate any suggestions

Thank you!

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osTicket wont load after installing a plugin

July 11, 2017, 1:15 pm

≫ Next: Make pages appear in a pop out window.

≪ Previous: Fresh 1.10 installation - cannot reset passwords for new agents because mails are not sent

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Hi

I hope you can help im pretty new to this type of ticketing system, first off I had to change the default port from 80 to 81 due to the server configuration.

I have setup the accounts and email etc, after unpacking the phar file I installed the LDAP server plugin, I think installed the equipment plugin next upon when the whole osticket system crashed when I went to go back in it would not bring up the site again???

I tried going into myphpadmin and it stated that username root, password none access denied?

I have tried resetting the password in the mysql.ini file from xamp control panel but I can never actually get the site to come up again, im really not sure installing a plugin would cause so many issues to a install it was working perfectly fine up until then??

Do you think there is something wrong with the mysql.ini or is the osticket install corrupted in some way?

I hope you guys can help its taken me a good few days setting up all the agents account, smtp, logo etc :(

Thanks
Glen.

Make pages appear in a pop out window.

July 12, 2017, 2:29 am

≫ Next: Inserting publicly accessible KB link into agent's reply

≪ Previous: osTicket wont load after installing a plugin

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Is there a way in v1.10 to make certain pages appear in a pop out box.

For example when I click 'Edit' I would prefer a popup window to appear to edit the ticket instead of being taken to a new page?

Inserting publicly accessible KB link into agent's reply

July 12, 2017, 2:27 am

≫ Next: Forgot My Password - Not Working

≪ Previous: Make pages appear in a pop out window.

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When an agent wants to insert link to a KB article they browse/search "Knowledgeable" for that article and the only way (that I see) to get link is to copy it from browser's address bar. So result it something like:

<site_url>/osticket/scp/faq.php?id=1

This link works for agent because he/she is logged in, but when a customer clicks on this link in their session they are redirected to login page.

If that article is public then agent would want to insert the following link into their response:

<site_url>/osticket/kb/faq.php?id=1

which will take customer directly to the article without login request

But how can agent get this link other than manually replacing "scp" part with "kb" each time they need to send it to customer?

Am I missing something here or it is worth adding feature request to https://github.com/osTicket/osTicket/issues?

For example I can think about searching for a publicly accessible link in the "Insert  link" form

Another option is having "get public link" button/link/just string on the article's page

Forgot My Password - Not Working

July 5, 2017, 1:47 am

≫ Next: Automatically change ticket status upon customer's reply

≪ Previous: Inserting publicly accessible KB link into agent's reply

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Hi,

Every time someone click on the "Forgot My Password" (client side) is redirected to the home page without seeing any king of error.
Any clue about whats happening?

Thanks.

osTicket Version	v1.10 (901e5ea) —  Up to date
Web Server Software	Microsoft-IIS/8.5
MySQL Version	10.1.10
PHP Version	5.5.34

Automatically change ticket status upon customer's reply

July 12, 2017, 2:37 am

≫ Next: Embed Form In External Website

≪ Previous: Forgot My Password - Not Working

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Is it possible to change status of a ticket when customer replies on it?