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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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UI Popup when there is an update to a ticket

October 26, 2017, 2:06 am
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Hi there,

Is there a way I can generate some sort of modal to pop up when there is an update to an existing open thread. 

I.e. end user sends a mail, ticket is opened.  Agent replies, then continues working. When the user replies, I need to somehow draw attention to the fact that the ticket has been updated. Either change line colour/bold or popup. Any suggestions?
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Reduce SLA period below one hour

October 26, 2017, 2:09 am
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Hi there, 

Is there any way I can reduce the support SLA before escalation - current minimum is one hour?
If I edit the DB entries for the SLA packages and put 0,5 / 0,2 to represent 20 minutes, 30 minutes - would this have any adverse effects? 

Many thanks,
Neil Skea

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TIckets when closed are assigned to a person who close it and can't be reassigned

October 26, 2017, 2:46 am
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Hello!
We have this kind of workflow: anyone could open a ticket (end user or agent), after that ticket is assignet to some agent who work on it, after he think that job is done he moved ticket to "resolved" state and at the end of the day our boss close resolved tickets or open them again if something is wrong.

Today we needed to generate reports about how many tickets was assigned to single person in a specific period of time and we found that every closed ticket are assigned to our boss.
Is there any way to change this behaviour, so when closed, tickets are still asigned to the person who worked on it?

Also is it possible somehow to prevent "resolved" tickets from overdueing?

Thanks!
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limit number of open tickets for certain users

October 26, 2017, 4:29 am
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Hello,

I am using Osticket v1.10 and am in need to have number of open tickets limitation per specific users. For 20 specified users I would like to have limitation of 1 open ticket per user. For other users, there is no limitation. 

There is this option which is global setting for all users. Has anyone done this? I suppose it should be manually programmed...

Regards,
Ida 
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Auto adding users to organisation based on email domain

October 17, 2017, 2:14 pm
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Is there anyway of adding a new user to an existing organisation based on there email address.
I.e. Every time someone creates a ticket from xxx@exampledomain.com user gets added to the orginanisation "example company ltd"
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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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Full thread on all emails

October 26, 2017, 8:08 am
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I'm having complaints from the end user saying they want the full thread to stay in all correspondence they receive via email using the latest version.

How do I setup the template to ensure they get the full thread each time?

It took me days to find this in someone's post: %{ticket.thread.original} and this only shows the original message. How do I also have it show all messages after the original? 

Thanks!

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Missing Tickets

October 26, 2017, 8:52 am
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I have now had several tickets that cannot be found either in open or closed status. If I look in the database, I can see the missing tickets but I cannot see the ticket in osTicket even if I search on the ticket number. What could have happened to prevent me from seeing these tickets? If a ticket status is changed to resolved instead of closed, shouldn't it still be visible with the open tickets?  
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Is it possible to disable local agent authentication - only use the oAuth plugin?

October 21, 2017, 11:23 pm
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Using the oauth plugin, I now have Google SSO working.

I would like my agents to only use the Google SSO and not be able to authenticate locally. Is this possible?

Thanks.
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DMT "RISA": Responsive osTicket > Frontend Theme with SCP Interface is ready. Test it now!

June 6, 2017, 7:32 am
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image

"RISA" is the name for the base of a fully responsive frontend and backend for osTicket. At this point we have finished the work on the frontend. Now you can adjust the complete frontend design from the backend with just a few clicks. Just navigate to "Admin Panel" > "Settings" > "System" and you will see a new tab "Theme".

Do you like a header with your logo in your corporate color? Just click.
Do you like a clean theme with flat design? Just click.
Do you like a background image? Just click.
And many options more...

Having in mind, that the technic of osTicket is up to date, but the appearance not, we did a lot of additional work: reworked the css, integrated bootstrap, added additional redactor plugins, added additional page types, reworked the sanitizing and cleaning of html, removed the possibility for frontend user to edit the html code, reworked the design, integrated bootstrap support for pages and tickets, and a lot of more ...

Here you can see it live in action:
https://risa.dmt.gmbh

If you like to test the scp interface use the following credentials:
https://risa.dmt.gmbh/scp
Username: JohnAdmin
Passwort: Z7DXa(@PuBMf

The demo page resets every 30 minutes!
We will keep you informed, when the first themes based on RISA are available in our club.
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View Organisations tasks

October 25, 2017, 5:45 am
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Hi all, 
i'd like to set rights to one user to see all of tasks by one organisations
This user shouldn't see any others tasks

how i can do it?
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Admin is not able to perform delete operations

October 27, 2017, 6:46 am
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Hey,

When I installed the the OsTicket version 1.9 on my linux server it was working nice and fine,but all of a sudden the admin user is unable to delete anything like users, staffs, tickets etc.
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Ticket filter using "Use Reply-To Email" doesn't change the name

October 27, 2017, 7:24 am
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I have a contact form on my website that sends out email as webserver@mydomain.com.

These emails come to my OSTicket installation, where I use a ticket filter as follows:
- Filter Rules
- User/Email Address equals webserver@mydomain.com
- Filter Actions
- Set Department to HelpDesk
- Use Reply-To Email

The filter works, but the outgoing emails go to webserver <reply-to@senderdomain.com>

How can I change the webserver to the actual sender name? If that's nor possible, can I just filter out the "webserver"?

Thanks for helping out.
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show diferent help topic in diferent URL

October 27, 2017, 7:22 am
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Hello

I would like to know if it is possible to do different url for different help topics or if you can give me some other option to do that.

Thank you
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File Attachment Plugin - Folder Naming

October 24, 2017, 7:22 am
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Hello, 

I have been using the file attachments plugin to send attachments to folders outside the database and link back to them to keep my database small.

I think my problem is with the naming of the folders that are automatically created to store attachments. They are created in both uppercase and lowercase. For example it will create one folder named “c” and another one named ”C”. Please see attached screenshot of my attachments folder.

My backup program (Akeeba Solo Pro) ignores capitalization and merges folders named the same. My Mac computer does the same thing when I direct download the attachments folder to my mac.

Is this normal for the file attachments plugin to create both upper and lowercase folders?
Can the plugin be forced to make folder named only in lowercase or only uppercase?

I appreciate your help, thoughts or guidance with this issue.



osTicket Version v1.10 (901e5ea) 
Web Server Software Apache/2.2.22
MySQL Version 5.6.33
PHP Version 7.0.6
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Not taken Server IP address when using API key

October 28, 2017, 6:36 am
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Hi All,

I am calling Osticket server using API key for creating ticket and authentication. If I create the ticket using my local machine(my system public IP address) - its working fine. But I placed same code into the live server and I configured the IP address(server IP) and the respective key in the API call. But throws an error like"Valid API key required".

Can someone me resolve this issue.

Advanced thanx. 
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Join tickets as an aswer of an existing ticket

October 28, 2017, 12:10 pm
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Hi,
Sometimes, when I recive a reply to a ticket by email, Osticket creates a new one.
I try to use Mergin-tickets.This plug-in just creates a relation between the old ticket and the new one but both tickets remains open.
What I need is join the new ticket as new post in the old ticket and remove the new one.
It's possible to do this? How?

Best regards,
Alberto
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Additional column "Priority"

October 29, 2017, 12:19 am
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Hello, tell me please, how to add to the user interface, in the table an additional column "Priority"?
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langauge problem

October 29, 2017, 5:30 am
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Dear All i try install new RTL language in osticket 1.10.
some words and some page didn't get translate like bellow attached file , specially banner-client.yaml didn't work . it look something get cache . i change main file in english but there isn't any change in refresh .
please someone help me to solve this .

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