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osTicket Awesome 1.10.1 released

January 11, 2018, 12:09 am
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osTicket Awesome is the ONLY osTicket theme that improves BOTH the staff and the client areas.

It utilizes a fully responsive design throughout. You'll want to check out the demos on a desktop/laptop AND a mobile device.

This latest release has been redesigned from scratch, streamlined to allow for quicker updates in the future.

It now uses up to 1200px of desktop screen real estate (osTicket native only uses 960px). 

While osTicket defiantly attempts to display itself at 960px wide on your Android or iPhone, osTicket Awesome shrinks down to accommodate mobile screens as tiny as 325px wide. That means it will even look good on your mom's iPhone 4!

Tested and supported in Chrome, Firefox, Opera, Safari and MS Edge.

imageosTicket Awesome supports RTL and i8ln. In fact, all languages officially supported by osTicket are pre-installed.

Your agents can re-prioritize tickets without leaving the ticket list screen.

New in version 1.10.1... color themes.

Now you can manage your client’s needs in style, with ease and from anywhere.

Stop by www.osticketawesome.com and try out the demos!

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Ticket reminder / followup

January 11, 2018, 1:00 am
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Hi.

I know it's been asked before (http://osticket.com/forum/discussion/86406/is-there-a-way-to-set-a-ticket-followup/) but I would like to see a better followup function.

We (IT-Dep) get a lot of tickets regarding things that are to be done at a later date / time. This is great, because it means that we have users who plan ahead and gives us the heads-up on beforehand, so we don't get as many rush tickets and don't have to put out fires after the fact.

The tickets can be regarding everything from new employees or the need of a new switchboard number to the planned maintenence on one of our buildings or removing an e-mail forwarder on a spesific date.

The timespan before action is needed on the ticket, can range all form a couple of hours to several months ahed in time.

The method we use today is that the staff member who claims the ticket, creates a task in he's Outlook with a reminder and the closes the ticket with the comment that he will followup at the appropriate time.

The reason we close them, is that the ticket list would be very long if we did not. So we close them to keep it tidy, and then reopen when the Outlook reminder pops up.

I would however, like to see a reopen on (insert date and time) button. Or a reminder function that sent an e-mail when it's time to take action on the ticket, regardless of the ticket status. Or maybe it's even time for a status named "followup" on those tickets.

I know I can use SLA plans like suggested in the thread I mentioned, but they only have a general timeframe. We need to be able to set a spesific date / time for the followup.


.\ Lars Olsen
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osticket "System Time" not correct goes 2 hours back

October 25, 2017, 6:59 am
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The Timezone in PHP and osticket is set to Europe/Berlin but the Time that will be shown in System Settings goes 2 hours back.
The interesting thing is, that the Time (create time) of new Tickets is correct, but if i print the Ticket the printed time in the Footer is 2 hour sooner as the opend time

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End User LDAP Authentication

January 11, 2018, 2:13 am
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Hi,

I am trying to enable End-User LDAP Authentication from Windows Server 2008. After enabling the options (for Staff and Client) from the Plugin Settings Page, I can log in as a Staff (after changing Authentication Backend). But I cannot login as a User.

While searching the forum, I came across a post with the screenshots as attached - please let me know how to get to the screen where I can set the User (Client) Authentication Source / Method.
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collaborator response ticket system display name mismatch

November 16, 2016, 11:54 am
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We just found out that a ticket that a collaborator has responded to, will display the ticket creator (User) display name instead of the display name of the collaborator. As you can see below the headers for that specific response show "U W" but the display name on the left shows Diego.


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  • PHP version - 5.5
  • Operating System - Ubuntu 14.04.1 LTS
  • Client or Staff side of the UI - Staff Side
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Status Answered

January 11, 2018, 4:03 am
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Guys!

I really miss the option to mark a ticket as answered when posting an internal note.

Any chance of getting it back?


.\ Lars Olsen
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upgrade failed

January 11, 2018, 4:17 am
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hi guys,

I am hoping you can help with an upgrade which is failing.

I am upgrading from 1.9.14 to 1.10.1 and what is annoying, is that I managed it once but now it won't work.

I have a custom skin on my site to make it responsive to customers, and just before Christmas (when it was quiet), I did the upgrade and it all worked with no problems except I lost all my customisations. So, I simply restored the backup I had taken and put the system back to how it was and thought I would do it after Christmas, which is what I have now tried again but it isn't working! I don't understand how it managed to work in December but now fails every time!

I get the following error from the logs:

[core]: Upgrader Error

[CREATE TABLE `osticket_translation` ( `id` int(11) unsigned NOT NULL AUTO_INCREMENT, `object_hash` char(16) CHARACTER SET ascii DEFAULT NULL, `type` enum('phrase', 'article', 'override') DEFAULT NULL, `flags` int(10) unsigned NOT NULL DEFAULT '0', `revision` int(11) unsigned DEFAULT NULL, `agent_id` int(10) unsigned NOT NULL DEFAULT '0', `lang` varchar(16) NOT NULL DEFAULT '', `text` mediumtext NOT NULL, `source_text` text, `updated` timestamp NULL DEFAULT NULL ON UPDATE CURRENT_TIMESTAMP, PRIMARY KEY (`id`), KEY `type` (`type`, `lang`), KEY `object_hash` (`object_hash`) ) DEFAULT CHARSET=utf8] Table 'osticket_translation' already exists

As I said, I am totally baffled as to why it worked only 3 weeks ago, but now won't - yes, I have restored the system back to how it was, but that's my point, it is EXACTLY the same as it was 3 weeks ago and it still won't upgrade :-(

I am not bothered about my custom skin or changes for now - I decided to lose those for the time being and have an up to date system, so I would ideally like to get it updated.

I even copied the entire system to another test space and it fails EXACTLY the same way.

Hope someone can shed some light.

My PHP version is 5.6 - I tried going up to 7 and 7.1 but that didn't work either.

Thanks!

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File Import Error

January 11, 2018, 6:33 am
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Hi guys

I am receiving file import errors every now and then.  I've noticed a trend for the majority of emails.  The scenario is that whenever the attachment is an email message (email.eml) that contains an attachment (attach.pdf), the body of the attached email (email.eml) is added to the ticket thread and the attachment (attach.pdf) is not imported and the ticket thread says "SYSTEM - File Import Error" "attach.pdf:  Unable to save file".
This tends to happen at least once a day.

I am running osTicket v1.10.1 on Ubuntu 14.04 LTS.  php version is 5.6.  I use IMAP to import emails and use the attachment plugin to save to the file system.

Any help would be much appreciated.
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Ticket filters stopped working

January 10, 2018, 1:31 am
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Hi All,

In my OSTicket i have SLA plans for low (2 weeks), normal (1week), high (48h) and emergency (24).

I also have ticket filters to match each SLA to set the SLA plan for the appropriate priority.

For example a ticket comes in with a high priority the filter will see that and set the sla to high to match it.

These fitlers were working when i created them but suddenly the one for low stopped working.

I changed the data it looks at from equals to contains and it started working again but broke the other filters.

Any help is appreciated, thank you.

Osticket: 1.10

Apache: 2.4.27

MySQL: 5.6.36

PHP: 7.0.21


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Create a ticket with filter using email Subject

January 11, 2018, 7:45 am
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Hi to all,
I want create a new ticket usign "Filter ticket". Is possible for the "Filter Ticket" read a Subject of an email and using it to open a new ticket?
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Time Saving in Database is wrong

January 11, 2018, 8:39 am
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Hello I have two osTicket apps running on different sever. Same code, but they are saving different timestamps. App A is saving in GMT and App B is saving in my local timezone CST. I tried to change "timezone = " in php.ini to be empty from both apps but it didn't solve my issue. Could somebody please help me with it? Much appreicate it! 
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Issue with email fetching.

January 11, 2018, 11:34 am
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Hi 

General info:

osTicket Version: v1.9.14 (8b927a0)
Web Server Software: Microsoft-IIS/8.5
MySQL Version: 10.0.14
PHP Version: 7.0.15

I keep getting this error message see attach picture, I use the same configuration value that I did for every other form I created and it always work not sure why this one does not. Any advice on where I could look for more detail on error? 
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Attachments in API

October 8, 2014, 2:08 am
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Hi has anyone managed to send attachments using the API ? I've used ntozier's example code. But trying to attach a txt file, the newly created ticket's thread shows a "File Import Error", "Unable to import attachment - file.txt" in the ticket. And trying to attach an image (which is what I really want to do) shows "Invalid file type (ext) for".

This is my image attachement code:

$config = array(
        'url'=>'http://www.mysite.co.uk/support/api/tickets.json',
        'key'=>'MYAPIKEY'
);

$path= 'myimage.png';
$type = pathinfo($path, PATHINFO_EXTENSION);
$data = file_get_contents($path);
$base64 = 'data:image/'.$type.';base64,' . base64_encode($data);

$data = array(
    'name'      =>      'John Doe',  // from name aka User/Client Name
    'email'     =>      'john@gmail.com',  // from email aka User/Client Email
    'phone'     =>        '1234567890',  // phone number aka User/Client Phone Number
    'subject'   =>      'Test API message',  // test subject, aka Issue Summary
    'message'   =>      'This is a test of the osTicket API',  // test ticket body, aka Issue Details.
    'ip'        =>      $_SERVER['REMOTE_ADDR'], // Should be IP address of the machine thats trying to open the ticket.  
    'attachments' => array('myimage.png' => $base64)
);

#curl post
$ch = curl_init();
curl_setopt($ch, CURLOPT_URL, $config['url']);
curl_setopt($ch, CURLOPT_POST, 1);
curl_setopt($ch, CURLOPT_POSTFIELDS, json_encode($data));
curl_setopt($ch, CURLOPT_USERAGENT, 'osTicket API Client v1.8');
curl_setopt($ch, CURLOPT_HEADER, FALSE);
curl_setopt($ch, CURLOPT_HTTPHEADER, array( 'Expect:', 'X-API-Key: '.$config['key']));
curl_setopt($ch, CURLOPT_FOLLOWLOCATION, FALSE);
curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE);
$result=curl_exec($ch);
$code = curl_getinfo($ch, CURLINFO_HTTP_CODE);
curl_close($ch);

if ($code != 201)
    die('Unable to create ticket: '.$result);

$ticket_id = (int) $result;

echo $ticket_id;
This works as far as creating a new ticket and returning the Id but like I said, the attachment fails.

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Fresh 1.10.1 installation - cannot not send Diagnostic email, return 404

January 12, 2018, 12:06 am
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smtp are just right, but can not send send Diagnostic email, wating for 1 -2 mitutes with loading, after that I get 404 page.

the log say:  Invalid CSRF token [] on http://help.xxx.com/

thanks!

here is some system info:

osTicket Version v1.10.1 (9ae093d) —  Up to date
Web Server Software nginx/1.12.2
MySQL Version 5.5.57
PHP Version 5.4.45


here is the php log:

[12-Jan-2018 15:52:38] WARNING: [pool www] child 32243, script '/www/wwwroot/help.xxx.com/upload/scp/emailtest.php' (request: "POST /scp/emailtest.php") execution timed out (104.015626 sec), terminating
[12-Jan-2018 15:52:38] WARNING: [pool www] child 32243 exited on signal 15 (SIGTERM) after 54086.648463 seconds from start
[12-Jan-2018 15:52:38] NOTICE: [pool www] child 13128 started

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Ticket Details (Checkboxes) are shown for each team

January 9, 2018, 12:57 am
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Hello everyone,
I have a Problem for a few weeks now and can´t fix it myself.

I´ll try to describe my problem as detailed as possible.

We have different Help Topics in our osTicket-system with different form fields assigned. For easier use when adjusting views they are all configured in the standard Ticket Detail-View. 

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Everything fine so far but every Checkbox is shown in every Help Topics (Agent View) Ticket Details even when its not assigned to the Help Topic (Screenshot). Other Types like Short Answers or Choices are displayed correctly the problem only occures with checkboxes!

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How do I manage to only show the checkboxes in the help topics they are assigned to?

Hope I described my problem good enough.

osTicket Installation Details:
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Email loop detected

October 31, 2016, 12:56 am
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Hi,

On every cron call following error is being logged (V1.9.14). Can anybody give me a clue to find the email/s associated with the loop.

It appears as though is being used as a forwarded or fetched email account and is also being used as a user / system account. Please correct the loop or seek technical assistance.

I cleared some piped email usage as the guest email address assuming that cause the issue but it still logs the same error. 

Thanks in advance.
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Email Loop

January 12, 2018, 4:33 am
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Our incoming email address is support@xxxxx.com. For some reason a select number of notification emails (ticket assignment etc.) are being sent to that address which is triggering the email loop warning.

I have looked through the DB and can't find support@ anywhere else, but it's still making a loop.

Can anyone suggest where I can start looking at this?

Thanks.
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fresh installation: time zone error

January 12, 2018, 7:58 am
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I have change all the timezone to asia/shanghai, but the system time is still a day before. I see in the system info the database timezone is "Timezone CST (Interpreted as America/Chicago)"

is there sth wrong?

Server Information
osTicket Version v1.10.1 (9ae093d) —  Up to date
Web Server Software nginx/1.12.2
MySQL Version 5.5.57
PHP Version 5.6.30

PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone PRC
Database Information and Usage
Schema osticket (localhost)
Schema Signature 98ad7d550c26ac44340350912296e673
Space Used 2.43 MiB
Space for Attachments 0.01 MiB
Timezone CST (Interpreted as America/Chicago)
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Multi-Step Form

January 12, 2018, 9:17 am
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Hello,
I am using osticket for other purposes other than help desk, for this, the user will be required to fill in a form with many fields, the issue is the form becomes very long thus requires continuous scrolling. Is there a way to break down the form into steps, i.e a form wizard? or is it possible to add a jQuery plugin on the long forms? 

Thanks
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LDAP Authentication and Lookup Plug in, sending unencrypted credentials

January 12, 2018, 11:40 am
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OK so, we are finally playing around with using the LDAP plug in for our agents. We set it up successfully, populating just the Active Directory section, Domain and DNS IP information. We did not configure any LDAP settings because eventually/soon they will be eliminating LDAP from our environment and using just Active Directory for authentication.

We very quickly got a message from our networking people that they received an alert: The alert condition for 'AD Unencrypted LDAP Binds' was triggered

Telling us that if we were setting up an application to use Active Directory, that we look into using TLS/SSL over port 636, and that we should change our passwords lol

There is a check mark in the LDAP section to "Use TLS", but does this only apply if you are configuring LDAP? Or is there another way to configure the plugin/osT to use TLS or SSL when sending our credentials from osTicket to the AD?



osTicket Version v1.10.1 (9ae093d) —  Up to date
Web Server Software Microsoft-IIS/7.5
MySQL Version 5.7.17
PHP Version 5.6.24
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