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Some characters are creating problems

February 1, 2017, 2:57 am
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Hi there,

I've noticed that the sue some character is creating some problems.
Example 1: Put < charcater inside internal note:
image

On internal note's subimt become:
image






Example 2: Put multiple words in cusomers "Full Name":
image

On submit become:
image






Here is my configuration:

image
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Help understanding tables for direct query

January 2, 2018, 8:49 am
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Hi all...

I am a bit new to OSTicket, but I absolutely love it and I am thankful for those who work on it.  I ask for pardon in advance if my questions have been answered elsewhere.  Is there a place where I can find the schema?  What tables there are and what each field represents?  I ask because I have some difficulty understanding what is considered a newly created, an opened status and a closed ticket for purposes of direct mysql query.  Thanks!
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Automatic revert on new message from email

January 2, 2018, 8:50 am
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Hi All

I must say that osT has been working amazing well for last 6 months. Everytime something doesnt work right, it would typically mean that I missed some configurations. :-)

So I have another case in hand with the following scenario:
- An email by a customer (with couple of other people in cc) lands in osT and a new ticket gets created.
- Agent updates the thread with a new message -> an alert notification is sent back to the customer and all other collaborators
- One of the collaborator reverts back on the notification message -> this new message is added in the ticket thread.
- But this new thread entry creation does not trigger any alert notification to other collaborators.

Am I missing something here. All the notification checkboxes are checked under settings and the department level checkboxes (where you can disable alerts) are unchecked

osT environment is:
- Ubuntu 16.04
- osT v1.10 
- Php 5.6
- MySQL 5.6

Any pointers here will be helpful.

TIA
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working days

January 2, 2018, 9:03 am
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Hi Guys.

How can I set the working days in the tickets?

For example, if I received a ticket at the Friday and at the tuesday I want that ticket with 2 days of late.
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Error with attachments on IIS

January 2, 2018, 9:51 am
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I have a new install:
  • v1.10.1 (9ae093d) — Up to date Microsoft-IIS/8.5 5.5.45 5.6.31
    osTicket Version
    Web Server Software
    MySQL Version
    PHP Version
And I have "fileinfo" plugin.

Using both DB and Filesystem storage I gave a problem where I can successfully upload files, but downloading any image always returns a corrupted download. "The image cannot be displayed because it contains errors".

If I use a txt file it works fine, but any images are corrupted.

I have also renamed the uploaded file in the filestore plugin to "filename.png" and the file correctly opens, so the Upload portion works, but the Download is getting scrambled.

Does anyone have a suggestion for diagnosing this problem?

This problem occurs in both the cliant and agent views.


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Modify the font and size of the PDF print

January 2, 2018, 12:04 pm
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Regards
PHP 7.0
OsTicket 1.10.1
I
have reviewed several threads on the subject, of this version and of
previous ones, I have also seen the FAQ in which the subject is also
discussed. But nowhere does it appear clearly what should be done.
I have observed that there are several possible files (config-fonts.php; ticket-print.tmpl.php involved, but in no case a concrete solution is given.
Does Algien know exactly what should be modified to change the font and size?
Thank you.
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osticket v1.10.1 Ticket Filter not editable (blank)

January 2, 2018, 5:20 pm
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v1.10.1 (9ae093d) — Aktuell Microsoft-IIS/8.5 5.7.9 5.6.31
Serverinformationen
osTicket-Version
Server-Software
MySQL-Version
PHP-Version
Hi guys i have just upgraded my osticket installation.
I have a Problem when i want to open a new Ticket from Customer Site i get a blank page and the php Error is this:


[03-Jan-2018 01:06:53 UTC] PHP Fatal error:  Uncaught exception 'ObjectNotUnique' with message 'One object was expected; however multiple objects in the database matched the query. In fact, there are 2 matching objects.' in C:\inetpub\wwwroot\bnet\include\class.orm.php:1176
Stack trace:
#0 C:\inetpub\wwwroot\bnet\include\class.orm.php(545): QuerySet->one()
#1 C:\inetpub\wwwroot\bnet\include\class.list.php(297): VerySimpleModel::lookup(Array)
#2 C:\inetpub\wwwroot\bnet\include\class.list.php(384): DynamicList->getConfigurationForm(true)
#3 C:\inetpub\wwwroot\bnet\include\class.dynamic_forms.php(1597): DynamicList->getForm()
#4 C:\inetpub\wwwroot\bnet\include\class.dynamic_forms.php(534): SelectionField->hasSubFields()
#5 C:\inetpub\wwwroot\bnet\include\class.filter.php(308): Bootstrap::{closure}()
#6 C:\inetpub\wwwroot\bnet\include\class.filter.php(321): Filter::getSupportedMatches()
#7 C:\inetpub\wwwroot\bnet\include\class.filter.php(711): Filter::getSupportedMatchFields()
#8 C:\inetpub\wwwroot\bnet\include\class.ticket.php(3041): TicketFilter->__constr in C:\inetpub\wwwroot\bnet\include\class.orm.php on line 1176
[03-Jan-2018 01:06:59 UTC] PHP Fatal error:  Uncaught exception 'ObjectNotUnique' with message 'One object was expected; however multiple objects in the database matched the query. In fact, there are 2 matching objects.' in C:\inetpub\wwwroot\bnet\include\class.orm.php:1176
Stack trace:
#0 C:\inetpub\wwwroot\bnet\include\class.orm.php(545): QuerySet->one()
#1 C:\inetpub\wwwroot\bnet\include\class.list.php(297): VerySimpleModel::lookup(Array)
#2 C:\inetpub\wwwroot\bnet\include\class.list.php(384): DynamicList->getConfigurationForm(true)
#3 C:\inetpub\wwwroot\bnet\include\class.dynamic_forms.php(1597): DynamicList->getForm()
#4 C:\inetpub\wwwroot\bnet\include\class.dynamic_forms.php(534): SelectionField->hasSubFields()
#5 C:\inetpub\wwwroot\bnet\include\class.filter.php(308): Bootstrap::{closure}()
#6 C:\inetpub\wwwroot\bnet\include\class.filter.php(321): Filter::getSupportedMatches()
#7 C:\inetpub\wwwroot\bnet\include\class.filter.php(711): Filter::getSupportedMatchFields()
#8 C:\inetpub\wwwroot\bnet\include\class.ticket.php(3041): TicketFilter->__constr in C:\inetpub\wwwroot\bnet\include\class.orm.php on line 1176

i deactivated all Ticket Filters but it is still not working.

Has anybody an idea what the issue could be?
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500 Internal server error after installation

June 4, 2014, 6:53 am
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Hi All,

Just did a fresh install of osTicket v1.9.1 and had no issues during the process. However, when I try to login to the admin panel (or raise a new ticket) I get a 500 internal server error with the following log:

ssl_error_log:[Wed Jun 04 12:02:09 2014] [warn] [client xxx.xx.xx.x] (11)Resource temporarily unavailable: mod_fcgid: error reading data from FastCGI server, referer: https://www.domain.co.uk/admin/support/scp/login.php

ssl_error_log:[Wed Jun 04 12:02:09 2014] [error] [client xxx.xx.xx.x] Premature end of script headers: login.php, referer: https://www.domain.co.uk/admin/support/scp/login.php


Any help would be much appreciated,


Thanks, JP

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ERR_CONNECTION RESET

January 3, 2018, 6:54 am
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The osHelpdesk ticketing system (version v1.10 on Win server 2008R2, PHP Version 5.4.31) has been working properly for 4 months until last night. Error message that I get is ERR_CONNECTION_RESET.
Strange situation since other services (eg Intranet portal) is working properly.

Error log says this:
[03-Jan-2018 13:53:37 UTC] PHP Warning:  assert(): Assertion failed in C:\xampp\htdocs\helpdesk\include\class.orm.php on line 1788
[03-Jan-2018 13:53:37 UTC] PHP Fatal error:  Function name must be a string in C:\xampp\htdocs\helpdesk\include\class.orm.php on line 1815

Server error log:
Faulting application name: httpd.exe, version: 2.4.10.0, time stamp: 0x53ca50ea
Faulting module name: php5ts.dll, version: 5.4.31.0, time stamp: 0x53d003ab
Exception code: 0xc0000005
Fault offset: 0x000a3de1
Faulting process id: 0xf38
Faulting application start time: 0x01d3849fa134d68d
Faulting application path: C:\xampp\apache\bin\httpd.exe
Faulting module path: C:\xampp\php\php5ts.dll
Report Id: e9c99c0f-f092-11e7-9db9-000c29d37a7f


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Envía correos al spam usando gmail

January 3, 2018, 7:09 am
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Hola

Tengo el siguiente problema: Tengo en operación Osticket 1.10.1, configurado con un correo corporativo gmail. Lo que sucede es que al momento de crear un nuevo ticket, el sistema envía una notificación a los agentes y les llega a la casilla de spam. Pero cuando cambio el correo a un outlook, la notificación del ticket nuevo llega a la bandeja de entrada.
A que se puede deber esto?

Esta es la configuración que tengo.

Sending Email via SMTP     
Status      
Hostname ssl://smtp.gmail.com
Port Number465
Authentication Required     
Header Spoofing 

Estaré atento a cualquier información
Muchas gracias
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Filter Custom List

October 28, 2015, 7:09 am
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I'm trying to implement a way to fill a custom list on the window open ticket, based on the authenticated client in the system.


To do this I have created one custom list and filled the column value with description,  and the extra column I have filled with the name of the Organization. The idea is to change the function that populates the custom list to filter the content based at extra column bringing only the items where the value of the extra column is equal to the organization's name of authenticated customer.

Someone knows how to change this function? Or where I can change de SQL Select statement?

Best

Claudio Aleksitch
from Brazil

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Unable to view or open attached files in the thread

September 19, 2017, 1:18 am
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whenever a file is uploaded from browser by the client or the agent(.docx,xls,jpeg,jpg,png) in the ticketing thread,the file gets attached perfectly,but the file doesn't get opened when it is viewed or downloaded by agent or client. However attachments with PDF can be viewed. We are using storage( Attachments on the filesystem) plugin. Kindly help me to resolve this issue
Osticket is working in Ubuntu 16.02 LTS OS with Xampp version 7.0.2-1

Server Information
osTicket Version v1.10
Web Server Software Apache/2.4.18 (Unix) OpenSSL/1.0.2f PHP/7.0.2 mod_perl/2.0.8-dev Perl/v5.16.3
MySQL Version 10.1.10
PHP Version 7.0.2
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types


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client/user print

May 13, 2014, 4:57 am
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Hi,
Thanks for a great system!  I've searched the system to enable printing for clients/users similar to the editing of tickets by clients/users functionality without any success.  If I'm missing it please point me in the right direction, otherwise I would like to add it as a suggestion that the clients/users can print the ticket details to pdf just like the print functionality on the staff side.  From a security perspective, I feel you could enable the functionality through the same check box that allows editing "Allow Client Updates:"?

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Custom Field Issue

November 19, 2017, 9:10 pm
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Hi,
Board and Environment fields list a numeric code, which previously listed the corresponding string value (Board 7 corresponds to XYZ, for example). Now, the string value is no longer included with the numeric code for Board and Environment (see attachment). I want include both numeric code and corresponding string value in both of these fields. How to solve it?

image
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Calendar date picking is duplicating day since 2018 on custom forms

January 3, 2018, 3:06 pm
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I'm not sure if this is a osticket issue or Operating System issue but I have found the issue and how to band aid it.

When the Time zone date and format settings are set to advanced, but nothing is changed like the photo below
image

This is the outcome when trying to pick a date on a custom form with date and time selector

image


The solution is to change the Time zone date and format to locale defaults
image
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Happy new year to everyone!

January 4, 2018, 12:13 am
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Hello, 

I just would like to wish a Happy New Year to all OS Ticket team and thank them for the great product they provide.

We've just passed 15 000 Closed ticket on our OS ticket server. We use OS Ticket since 2012 and nowedays, 6 support technician are working with it everyday. We are happy about Os ticket and its reliability.

All the best.

Pierre (a happy OS ticket user)
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My Tickets queue showing team tickets in addition to "my" tickets, but i'm not member of any team

January 4, 2018, 4:53 am
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This is our system:

OsTicket versione:      v1.10.1
Web Server Software: Apache/2.4.6 (CentOS) PHP/5.4.16
MySQL:                    5.0.27
PHP:                        5.4.16

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

Our problem is that, "my tickets" queue show team tickets in addition to "my" tickets, but i'm not member of any team.

We have two team:

- team X
- team Y

and only one department:

- department Z


All agents belong to the Z department.

I'm not member of any team.



I have these three situation:

1) If a ticket is new, unassigned, it's shown only in the open queue, not in "my ticket" queue (this is ok!).

2) If a ticket is assigned to team X or team Y (only to team, not also to an agent), it's shown in "my ticket" queue, even if I do not belong to any team (this is not ok!).

3) If a ticket is assigned to team X or team Y and ALSO to an agent, it is not shown in "my ticket" queue (this is ok!).

Situation 2) is not correct, someone knows how to avoid it?

Thanks.

Simone
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Timetracking (seems to have) disappeared in 1.10.1

January 4, 2018, 4:04 am
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Hi guys,
we started using osTicket with version 1.10. 
When I had a ticket open in that version, there was a clock running and (assumingly) tracking the time spent with that ticket.

After upgrading to 1.10.1 I noticed that clock was gone and I can't see any way to get insights into any time tracking anywhere.
I went through every setup page looking for an option switch or something, but without success.

Do you have any hint for me?

Best regards
Andreas
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Using email addresses as agent user names

November 29, 2017, 3:51 am
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Hello,

When upgrading to 1.9.15 a while ago I imported all of our existing users from our original 1.6 installation. These all had their email addresses as their usernames. However, when adding new users or editing existing ones, email addresses are no longer allowed as usernames. I could alter the code but, without doing so, is there a way that we can?

Regards,

Mike
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Attachments in database

May 9, 2017, 4:11 am
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Hello,

I have a 1.6ST installation which I have upgraded (via 1.7.5) to 1.9.15. Is there a way that I can perform the upgrade so that the attachments are not stored in the MySQL database but left on the file system? I would much rather not have them in the database.

Thanks,

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