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recipient.ticket_link - Only working half the time

December 17, 2017, 11:46 pm
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Hi.

The recipient.ticket_link is not working properly.
The link sends the end user to the correct ticket only half the time, the other half the user is sent to the login screen.

The odd part is: This is happening every other time the link is clicked.

Explained in detail:
1st link click: User is sent to ticket
2nd link click: User is sent to login screen
3rd link click: User is sent to ticket
4th link click: User is sent to login screen
5th link click: User is sent to ticket
6th link click: User is sent to login screen
and so on...

Installation details:
osTicket Version | v1.9.3 (bba9ccc)
Server Software | Apache/2.4.10 (Debian)
PHP Version | 5.6.30-0+deb8u1
MySQL Version | 5.5.58


.\ Lars Olsen
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Security vulnarability, and an attachment question.

December 17, 2017, 7:00 am
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First the security. Any insight on when this security flaw be fixed? I'ts CVE-2017-14396 (SQL injection) which was reported 3 months ago. Seems to me it's important. Or is there a patch available for it?

Attachment question.
I've seen that new attachment in the attachment directory (if you store attachment in the filebase and not the database) will be created like this:
d-wxr-xr-t  2 user user 4.0K 2017-12-17 15:38 a
and so on.

But why world readable? I don't mind the sticky bit, but why are these folders made world readable?
Or is that because my directory is 755 and they won't be created world readable anymore if I chmod the attachment directory to 750?
If it can't be done this way, what's the best htaccess content so only logged in customer, agent and osticket can read the attachment?
We don't need world access since we're using mod_ruid2.
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Searching for Collaborators

December 7, 2017, 5:55 am
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Hello all,

We upgraded from version 1.9.12 to version 1.10.

In the 1.9 versions we were able to search for Collaborators using our name that appears on the left side of our email address. Like "jane.doe".

This does not work in the 1.10 version. I have tried "jane doe" and "doe".

Any suggestions on how to get the Advanced Search to find this information?

Our setup:

osTicket Version v1.10 (901e5ea) Upgrade — v1.10.1 is available
Web Server Software Apache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips mod_fcgid/2.3.9 PHP/5.4.16
MySQL Version 5.5.40
PHP Version 5.4.16


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Insert a select of users in the new ticket form/help topic

December 15, 2017, 9:24 am
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It's possible?

I need to insert a select field with all active users in the help topic form, something like that, which is attached or the link below:


Please help me, i'm stacked on it :/

Version: osTicket v1.9.12
Ty for the help.

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Viewing Assigned Tickets - Exclude assigned tickets from open queue

December 18, 2017, 1:01 pm
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Hi All,

I would like the open tickets queue to only show new tickets that haven't been assigned.
I understand this is possible with the option 'Exclude assigned tickets from open queue'.

However, once this option is selected how can our admins/managers/agents view each others assigned tickets?

Thanks

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Responsive Design

November 20, 2016, 2:04 pm
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osTicket is open source and a great app, so I will not complain too much, but how the heck is v1.10 not responsive?  50% of the world uses a phone or tablet to access the internet. osTicket looks really bad on these devices as you need to scroll your whole screen left and right to view and fill out all the forms. A responsive web app is no longer a nice to have, it's absolute crucial in this day of mobile computing. 

Does anyone know if this is planned for a near term future release?  


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Problem in adding new custom list in ticket form.

December 14, 2017, 5:37 pm
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Hi.

This is my osTicket version: "System Settings and Preferences — osTicket (v1.10)"

I would like to ask why I cannot display my module drop-down list in the ticket form?

Here are my steps that I already did in order to display module drop-down list.

1. Admin panel > Manage > List > Add New Custom List
2. Fill in all details required in the definition tab and properties tab.
3. Click add list.
4. Admin panel > Manage > Forms > Ticket Details.
5. Add new label called 'Module' and arrange it at the top of 'Issue Summary' label.
6. Click save changes.

Then, I went to ticket form in agent panel, there is no 'Module' field appeared in that form. So, what should I do? Is there any step that I miss? or do I need to change add anything at backend code?
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Automatic create date

December 18, 2017, 10:13 pm
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Hi.

This is my osTicket version: "System Settings and Preferences — osTicket (v1.10)"

I want to ask... How can I make the system to manually enter create date for the ticket instead of using automatic now date for create date?
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Tabs and Exports

December 10, 2017, 8:55 pm
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Hello OsTicket community.

I've been reading a lot of posts here lately, to see if this topic has been touched, but i think it has not.
If so sorry for the double posting.

We are using OsTicket a bit different then others :) this is because we like to spoil our customers a little......

The customer sends back the goods if there is a need for support, or The customer calls in and the secretary creates a ticket with the name and email of the sales agent and fills in the name of the customer in another field, a "Custom Field" called "Customer / Installer"

The result of this is that in the FROM field in the "My Tickets" section we see the name of the Sales agent, and not the Customer / Installer.
I've been trying to educate people to do it different, but i pulled the shortest straw and it is how it is.

My Question is: Is it possible to instead show FROM there show CUSTOMER and make it show the data from the customer field i have created.
what file do i edit, is it safe to edit.

------------------------------------------------------------------

Second Question:
When exporting the data, there is simply to much information in the file.
I had a look at the class.export.php and i saw that i could change (remove) some options there, can that be done without breaking the core.


Regards Jorrit.
Thank's in advance for your help


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Filter tickets lead me to a strange message...

December 19, 2017, 6:20 am
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Hi everybody,
This is my first post here :)
I'm from France, working as webmaster and try today Osticket to see how this works :)

So, first, thanks to the dev team : the whole software is very simple to use and to manage : i have installed the last version (1,10), the french language, start to modify the form (translation) and add an additionnal field in ticket form (to have a filed "Spent time for the customer".
All works well and is very fast.

I have a little question today as somebody here should know what the message says on my screen :)

Logged as a "tech" in Osticket, i have the list of the tickets.
I want to filter the tickets shown. For this, i use the link "advanced" on the right of the search field. I get lists to allow me to select my filter.
My problem is : if i select any filter here and i click on "filter", a little shaking "popup" is shown on the screen with this text :

{"redirect":"tickets.php

What do i do wrong ?
Thanks :)
Xavier
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Mail Sending Error

December 19, 2017, 6:45 am
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Hello All,

I have a conundrum, I have set osTicket to use SMTP for sending mails, and have an account (xxx@me.com) set up. When I do a test mail, mails from xxx@me.com to other email accounts on me.com e.g (yyy@me.com) delivers successfully, but mails to outside domain (let's use GMAIL as an example) gives the following:

Unable to email via php mail function:xxx@gmail.com mail() returned failure

Can someone explain why the php mail function is still being used even after I have specified in Email--->settings--->Outgoing Email that the Default MTA should be xxx@me.com.

Thanks for your help.
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Body Empty on forward email

December 19, 2017, 6:16 am
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Regards,
When I used the forward feature of gmail to a osticket email i only see an empty body in the new ceated tickect, check many config's but i can't solve this error.
can anybody help me?
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[MOD]Auto/Scheduled Tickets

December 19, 2017, 7:44 am
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Our Facilities staff utilize OS Ticket and one of their biggest complaints was the inability to create tickets automatically on a schedule.

I've been working on a Auto Ticket mod for a couple of weeks now and I thought I would share my progress with everyone. With enough support I would consider releasing it for everyone to use. (Best of all it's 1.10.1 compatible) The mod is pretty simple in how it works; The Agent's create the Auto tickets through a HTML form and saves this information directly to the OS Ticket database which tickets are then generated via a set schedule through SSIS.

The Auto tickets repeating schedule can be configured to days, weeks, months, years and can be updated/deleted by the Agents after they are created. I've even tied role permissions (Can Create/Delete/Edit Tickets) into the Mod as well.

I've attached some screenshots of the Mod in-case anyone is interested.

Thank you,
imageimageimageimageimage
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Polish language not working

December 19, 2017, 9:34 am
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I see something incredible: language was set to Polish but GUI sometimes changing to English and return.. Lat time not change; still in English... (in Admin set in Polish).  

Anybody have the same? Any Suggestion to solve this?

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osTicket Logging Location

December 19, 2017, 11:28 am
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Hi All,

I checked off the ability for osTicket to log "Debug" under the system properties.

Where are they typically stored? 

Will it log user login fails? (Like bad username/password combination)?

Thanks
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adding attachments to the CC-mail.

December 18, 2017, 3:13 am
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i have the problem, that sometimes people that has been put in CC in a ticket, dont have an OsTicket Account OR dont want to look into the ticketsystem, just to view the ticket, some set then in CC. 

Some of the placeholders seem to not work anymore AND i didnt found a Placeholder, that puts the original attachments into the Mail.  
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change views of ticket status categories

December 19, 2017, 11:04 pm
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hi together,

i am searching for a couple of time now how to change the submenu of agent's view "Tickets".
I need different status items for ticket status. Now as i have changed those in Admin-Administer-Lists I want to change the agents-view to correspond to the new status-items.
e.g.
I added the status "waiting for customer". Now all those tickets still are listed in "open tickets", but I want them to appear in "answered" or add a new menu item "wait4c". I would like to know if there is one of these solutions or something i dont think of:
a) In Admin-Administer-Lists I can add this new item "waiting for customer" but i can only select properties of (open, closed, deleted, archived). I would like to add a property "waiting" and see theese tickets in "answered"
b) just change sql query for "answered" tickets to also gather "waiting4customer" and then change sql query for "open Tickets" to exclude "wait4customer"
c) what else ?

thanks in advance...
Felix
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See the Emailadress the ticket was send to in the Ticketthread.

December 19, 2017, 11:08 pm
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OSTicket 1.10

I m working my way through classes and view files, but i cant see a "getter" for the E-Mailadress the ticket was send to. 

We pull several email adresses into the ticketsystem. 

service@example.com
info@example.com
marketing@example.com

ALL Mailadresses are set to viewed by the service department first an then send to the right department. 

The marketing department whats to see in the Ticketthread Header, where the ticket was send to originaly. If it was via info@example.com or marketing@example.com. 

any suggestions?
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osTicket v1.9 RC1 is now available!

April 29, 2014, 2:19 pm
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The osTicket team is pleased to announce availability of osTicket v1.9-RC1. For more information please read our release blog post. 

Go get it now and help us get to a stable release sooner.

Cheers,
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Dashboard - incomprehensible value of department statistic

December 20, 2017, 12:37 am
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Hi All!

I have a question about dasboard statistic ant its numbers.

1. Numbers are not correct. As I understand number of opened ticket (59) should be equal to Assignet (because all of ticket has been assigned to one representative (me). At least assignet should be greater about Reopen ticket (6).

I am the only representative and my statistic looks exactly the same.

 Like you see below that nubers doesn't count properly. Do You know why?

DepartmentOpenedAssignedOverdudeClosedReopenS timeR Time
Support5749620460.00.0



2. Why system counts closed twice? I notice that every resolved is counted as closed and when I definitly close resolved ticket it is one more time count as closed. I think it should be resolved mark as resolved (but here we don't have such column. And closed ticket should be count only for permamently closed ticket. I think that resolved ticket isn't close ticket. Maybe we wait for confirmation from user end after that we can close it.

I will be grateful for explain.


Przemek

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