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Transfer of Tickets

October 9, 2017, 6:33 am
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Hi there

I've recently installed osTicket v1.10.1 on an Ubuntu 14.04 server.  I am monitoring roughly 30 email addresses - all linked to a unique department/subdepartment.  I would like agents to be able to transfer a ticket from one department to another without losing track of it.  By this I mean - we get hundreds of emails to certain of our email addresses.  I would like the destination team to know when a ticket needs to be actioned by them.  Would it be better to assign to a team or transfer to a department.  The agents in one department do not necessarily have any rights in the destination department.  I had one ticket being assigned to the destination team and it does not appear in anyone's view (not under My Tickets/Answered/Open), yet it is under "My Tickets" on the sending agent's list.

Any help would be appreciated.

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Custom Fields to show in tickets.php

October 18, 2017, 3:15 am
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I have two custom fields which are mandatory for users to fill for creating a new ticket. The custom fields are created under Contact Information and it is a drop-down. Is there any way to show these fields / information in the tickets list http://*domainname*/scp/index.php?? Also, I should be able to export it in the CSV using the Export link at the bottom of the page.
Even if displaying the fields in the TICKET LIST is not possible / too complicated ONLY export functionality will also serve.

Thanks in advance.


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Mailer error , HELP !

October 10, 2017, 7:07 pm
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help me out , its been 4 days i always get this mailer error , it used to be work on my laptop (win7) but when i put in to server (windows server 2008) i get this error

Server Information
osTicket Versionv1.9.16 (f4a172f) —  Up to date
Web Server SoftwareApache/2.4.10 (Win32) OpenSSL/1.0.1i PHP/5.6.3
MySQL Version5.6.21
PHP Version5.6.3


image
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deleting tickets and reset ticket numbers, DB error 1054 and 1064

October 18, 2017, 3:45 am
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Hi,

we are using (I am not the one who installed, but who configured Osticket):
Osticket: v1.10
Web Server Software: Microsoft-IIS/8.5
MySQL Version: 5.5.45
PHP Version: 5.6.31

What happens with deleted tickets - are they reachable any way and if yes - how?
There was a test period for our Osticket where we reached more than 1000 tickets and now it is time for me to delete all of them and almost all users. Could I somehow reset ticket number or we are where we are and it will only continue from the largest ID number for new ticket?

We are planning to upgrade to 1.10.1.

From time to time I get Error 1054 and 1064 notification (approximately once a day) - should this concern me?

Thanks.
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Closed ticket access for Agents

October 19, 2017, 11:48 pm
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Hi,

When I enable the option "Limit ticket access to ONLY assigned tickets" for an agent account he cannot see his closed tickets. I want to enable all agents to see their closed tickets. I am using osTicket v1.10. Can anyone please help me how to achieve this by customizing the code. I am new to coding. There is some custom code available for v1.9.x but not for v1.10.

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Shared Mailbox O365 - IMAP-Email-Fetching possible?

October 20, 2017, 12:06 am
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Hello all,

I have question concerning shared-mailboxes from office365:
Is it possible to create and fetch (read) a shared mailbox from O365?

I have problems.... error-message: "Can not authenticate to IMAP server". But I also read, that it's impossible to create and read from a shared-mailbox at osticket.

Thank you very much for help.

Samuel


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Problems attaching files v 1.9.16

October 17, 2017, 2:56 am
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It gives me a 500 error when trying to add an attachment for the first time, past this error seems to work correctly, attaching it at the time of opening it does not let me see the file.

I have been looking for help and say to enter some options of configuration of route of files etc that does not appear in this version.

I would like to know where the default path is trying to upload the files, and permissions etc. or from where this route is modified and these options in this version.

I try to open this path when I click the attachment from the root of the ticket without scp file.php?key=eisnb&expires=1508284800&signature=e643dbcb65645e5e8de16fa91273d5a39965c2ee



*************

Me da un error 500 al intentar agregar un adjunto por primera vez, pasado este error parece funcionar correctamente, lo adjunta a la hora de abrirlo no me deja ver el archivo.

He estado mirando ayudas y dicen de entrar en unas opciones de configuración de ruta de archivos etc que no aparece en esta version.

Me gustaria saber donde es la ruta por defecto que intenta subir los archivos, y permisos etc. o  desde donde se modifica esta ruta y estas opciones en esta versión.

me intenta abrir esta ruta cuando clico al adjunto desde la raiz del ticket sin scp 
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advanced ticket search

October 20, 2017, 1:15 am
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Hi,

I try use between created date in advance ticket search but the result does not listed correctly.. in my case, ticket already created on 10/20/17 (today) but not list on search result..refer attachment

ex: AL170018 (i received on 10/20/17)

when i use advanced search between 10/13/17 to 10/20/17.. all ticket i recieved on 10/20/17 not listed..

ex: AL170018 not appear on search result..

pls advise..
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osticket architecture and structure

October 20, 2017, 2:41 am
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Hello,
To customise some feature in osticket, I'd like to know:
How osticket is structured?
Does it adopt the MVC or something else?
Is there anyone who can explain how the request is handled and the response?
Can you help me, please
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PHP Fatal error: __clone method called on non-object

October 9, 2017, 1:51 am
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I received error in PHP logs while trying to use the advanced search filter options in the ticket (as attachment) and got blank page after that. I have already used 5.6 version of PHP but still occur same error.

PHP Fatal error:  __clone method called on non-object in C:\xampp\htdocs\test\include\class.forms.php on line 2035
Server Information
osTicket Versionv1.10.1 (9ae093d) —  Up to date
Web Server SoftwareApache/2.4.16 (Win32) OpenSSL/1.0.1p PHP/5.6.12
MySQL Version5.6.26
PHP Version5.6.12
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Export csv file

October 13, 2017, 12:45 am
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Hi,

Just wanna to know, why my csv file only display ID for each customize form/lists? pls advice..maybe there is some step that i missing..



osTicket Version    v1.10.1 (9ae093d) —  Up to date
Web Server Software    Apache/2.4.16 (Win32) OpenSSL/1.0.1p PHP/5.6.12
MySQL Version    5.6.26
PHP Version    5.6.12
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OSTicket truncated mail from Gmail

October 20, 2017, 3:49 am
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Hi,

we recently updated OSTicket to version 1.10 and, in the last few days, we noticed a problem about a ticket originated from a mail (Gmail) literally truncated after the insertion of a smile character. We also checked on the database and we found out that the email was also truncated there...

Here's an extraction from the "problematic" email:

Content-Type: text/plain; charset="UTF-8"
Content-Transfer-Encoding: quoted-printable

Buongiorno a tutti =F0=9F=98=8A              ---> this is the smile character from Gmail, after "Buongiorno a tutti" the ticket is truncated

Stiamo caricando la partita, gli scrivete voi?



It's a bug of the new OSTicket version, or the problem is another?


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DB Error #1062

August 29, 2017, 8:22 am
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[INSERT INTO `ost_attachment` SET `file_id` = 9466, `type` = 'D', `object_id` = 555]

Duplicate entry '555-9466-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('555')<br />
#7 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)<br />
#8 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('555/attach', Array)<br />
#9 (root)/include/class.dispatcher.php(120): Dispatcher->resolve('555/attach', Array)<br />
#10 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/draft/555/atta...', NULL)<br />
#11 (root)/scp/ajax.php(262): Dispatcher->resolve('/draft/555/atta...')<br />
#12 {main}
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Add Column - Organization on Ticket screen

October 19, 2017, 3:12 am
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Hi all,

need some help in how to add a column with the Organization name in Ticket view screen.
Alternatively Organization name can be concatenated to the column FROM with the user__name. I just need it to be there.

Can anyone provide some directions please?

Thanks in advance.
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API get methods support

October 9, 2017, 8:34 am
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Hi everybody, I want to know if the new release have a GET method support in API to obtain any tickets 
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Custom Template mail

October 20, 2017, 8:59 am
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Hi,

I need to select the correct template for new tickets deppending to each mail received. How can i do? Only can do with department, but one department works with differents mails
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Update Company Profile

October 20, 2017, 10:30 am
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Hello,

I am trying to customize our instance of osTicket but when I go to Settings>Company>Basic Information all I get is:
Company Information:Details available in email templates

Any idea how I can edit information like the company name and such?  I am new to this so I could be missing a step, any help will be appreciated.

Attached are a screen shot of what I see and the system info.
image
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Forcing login module

September 3, 2015, 12:34 am
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Hi all.

I'd need to force login through an external page if the user is not authenticated, so that the osTicket login page never appears.
I already have a login module I've written that gets user authentication state from the external site. Is it "safe" (does it break something in osTicket core or not?) to issue an http redirect from an auth plugin? Or is there a preferred method?

TIA
Diego
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Ticket variable - ticket.message doesn't work

October 10, 2017, 5:40 am
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Good day,

I've noticed that variable %{ticket.message} doesn't work in sections Ticket assignment alert, ticket transfer alert (email comes with empty line), but the in the same ticket in sections New ticket alert (admin receives alerts) email comes with ticket details (thread). In section new ticket alert used variable just %{message}. When I've tried to change variable message in ticket details form to something other, system show error HTTP error 500 when trying to open new ticket.
I use the latest version of 1.10 (latest update)
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Open tasks or ticket filter

October 12, 2017, 5:33 am
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Good day,

I'm curious if it's possible to change view of open task or ticket menu items? As you in picture there are Number, Date Created, Title, Department, Agent.
image
Is it possible to change and make for example instead of Depatment the Priority or some custom field data?

Thank you

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