Ticket overview list filtering on thread count

March 2, 2018, 2:49 am

≫ Next: Time of ticket creation wrong - now with images and in the right forum ...

≪ Previous: osTicket .PDF header/footer time one hour back (DST ?)

$

0

0

Hello,

I would want to filter our ticket overview on the value of thread count.

Like;

$tickets->filter(array('status__state'=>'open'))

But then;

$tickets->filter(array('thread_count'=>1))

But I can't get it working. I tried to 'annotate' the thread_count value (by $tickets->annotate(...)), but that doesn't work.

How can I do this?

Thanks,

Jurre

---

Time of ticket creation wrong - now with images and in the right forum ...

July 4, 2017, 9:08 am

≫ Next: changing priority directly in table

≪ Previous: Ticket overview list filtering on thread count

$

0

0

Hello,

I have been struggling with this for the last 2 days.

The problem is whenever I create a ticket via the web form creation page of osticket, the time of the ticket creation displayed in the tickets list page of osticket is one hour less than the real creation time.
For example one ticket created at 15:01 is displayed in osticket as having been created at 14:01.
I am using osticket V. 1.10 (901e5ea)
Apache/osticket and mysql are running on the same machine (Centos7).

I have confirmed in the osticket database table that the ticket is created with the correct hour. but it is displayed with one hour less in osticket.

I have configured osticket timezone correctly according to my location (Europe/Lisbon)







I have set mysql timezones also according to my location on my.cnf file and populated mysql timezone tables from my centos7 /usr/share/zoneinfo directory





the centos7 OS timezone is also configured to Europe/Lisbon






the agent profile in osticket is also configured to Europe/Lisbon






Apache / PHP also configured in httpd.conf and php.ini to the correct location:
- in httpd.conf added line
          SetEnv TZ Europe/Lisbon
- in php.ini
          date.timezone=Europe/Lisbon

A PHP test file opened in a web browser with the command "echo date_default_timezone_get();"  gives this:







Something strange is in the osticket configuration (first image) because mysql timezone altough configured as Europe/Lisbon is being interpreted as Europe/Paris by osticket.
Another question is Daylight Saving Times. Maybe the question also relates to this, but now I dont see any option to deal with this in OSTicket altough in previous osticket versions we had an option to activate/deactivate DST.

And I think this misconfiguration is also no allowing me to get a lock on a ticket. With a Collision Avoidance Duration of 5 minutes I can never answer a ticket because it gives the error "This action requires a lock. Please try again".
With a Collision Avoidance Duration bigger than 60 minutes then I can answer ticket.

Do not know what else can I try/change.
Maybe I am missing something obvious but I am out of ideas.

Any help would be appreciated

Thank you very much

Pedro

changing priority directly in table

February 18, 2018, 8:42 am

≫ Next: Custom field - Memo - Image issue

≪ Previous: Time of ticket creation wrong - now with images and in the right forum ...

$

0

0

I have about 40 tickets that I would like to change the priority status.  I thought I could go into one of the tables and change the priority directly.  I tried changing ost_ticket__cdata table but that didn't work.  Which is the correct table to change priority status?

Custom field - Memo - Image issue

February 7, 2018, 3:47 am

≫ Next: Blank Emails

≪ Previous: changing priority directly in table

$

0

0

Hello,

I will try to explain clearly the issue I encountered on my osTicket system.

Firstly, below the version.

The issue:

I created a lot of custom form with a lot of custom fields.

Some of those custom fields are "memo".

If a client or an agent create a request by using this form and copy/paste an image in these fields, it is working and the image is appearing and the ticket is well created.

But when an agent want to chech the ticket, the file is corrupted and the image is not displayed.

I made a lof of test, and also try to modify the database (backup before) but nothing solved this issue.

Below two images of the problem.

All ideas are welcome.

Alex

Blank Emails

February 28, 2018, 10:14 pm

≫ Next: Update System Preferences and Settings (v1.6 RC4) to 1.10

≪ Previous: Custom field - Memo - Image issue

$

0

0

I have just setup email piping and emails from some clients are coming in correctly and others are coming in with a blank issue details field. If I look at the email that landed on the server, it does have a message body. This is only happening on emails from certain senders.

Has anyone run into this before?

osTicket Details (all extensions and PHP settings have check marks next to them): v1.10.1 (9ae093d) — Up to date Apache 5.6.36 7.1.12

osTicket Version

Web Server Software

MySQL Version

PHP Version

Thanks,
Daniel

Update System Preferences and Settings (v1.6 RC4) to 1.10

March 2, 2018, 7:45 am

≫ Next: Update System Preferences and Settings (v1.6 RC4) to 1.10

≪ Previous: Blank Emails

$

0

0

Someone can help me to update to 1.10 stable version

Thanks in advance

Update System Preferences and Settings (v1.6 RC4) to 1.10

March 2, 2018, 7:46 am

≫ Next: Fetch email not working

≪ Previous: Update System Preferences and Settings (v1.6 RC4) to 1.10

$

0

0

I have System Preferences and Settings  (v1.6 RC4)

there some way to upgrade to 1.10?

Someone can help me

Fetch email not working

March 2, 2018, 10:06 am

≫ Next: Include Internal Notes in API Ticket

≪ Previous: Update System Preferences and Settings (v1.6 RC4) to 1.10

$

0

0

Hi, 

All of a sudden our Fetch Email stopped working.   We are getting the error Can not authenticate to IMAP server: [CLOSED] IMAP connection broken (authenticate)

When I contacted the mail server company, they say that their servers are working correctly and have tested the email that we are using to fetch. Being told everything on their end is okay.

How can I fix this?

---

Include Internal Notes in API Ticket

January 27, 2018, 10:33 am

≫ Next: Change Logo Image Link On Client Side To My Websites Home Page.

≪ Previous: Fetch email not working

$

0

0

I need to be able to pass user information as an internal note in an API created ticket. So far I have the following code which will send a ticket but will not pass the internal note or the phone number...

$config = array(
'url'=> 'https://xxxx.com/support/api/http.php/tickets.json',
'key'=> 'xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx'
);
$name = 'TEST API USER';
$email = 'test@test.com';
$mobile = '5555555555';
$subject = 'just testing';
$text = 'test message';
$notes = 'this is an internal note';
$data = array(
'name' => $name,
'email' => $email,
'subject' => $subject,
'message' => $text,
'notes' => $notes,
'phone' => $mobile,
'ip' => $_SERVER['REMOTE_ADDR'],
);
set_time_limit(30);
$options = array(
'http' => array(
'header' => "X_API_Key: ".$config['key'],
'method' => 'POST',
'content' => json_encode($data)
)
);
$context = stream_context_create($options);
$result = file_get_contents($config['url'], false, $context);
if ($result === FALSE) { die("FAILED"); }
echo($result);

The API documentation found here mentions internal notes and phone numbers as custom fields. I have read several requests for this functionality in this forum...
http://osticket.com/forum/discussion/4326/show-internal-notes-inline-with-ticket-thread
http://osticket.com/forum/discussion/88641/add-notes-to-ticket-via-api
http://osticket.com/forum/discussion/88947/internal-comment-with-api

This ability is essential for us and I'm sure others. Is there any way to achieve this?

Change Logo Image Link On Client Side To My Websites Home Page.

March 3, 2018, 5:25 am

≫ Next: Change Logo Image Link On Client Side To My Websites Home Page.

≪ Previous: Include Internal Notes in API Ticket

$

0

0

I believe you need to change the /include/client/header.inc.php file but I'm lost as to how and where. I read somewhere that it was line 39 but I'm not seeing it.

?php

$title=($cfg && is_object($cfg) && $cfg->getTitle())

    ? $cfg->getTitle() : 'osTicket :: '.__('Support Ticket System');

$signin_url = ROOT_PATH . "login.php"

    . ($thisclient ? "?e=".urlencode($thisclient->getEmail()) : "");

$signout_url = ROOT_PATH . "logout.php?auth=".$ost->getLinkToken();

header("Content-Type: text/html; charset=UTF-8");

if (($lang = Internationalization::getCurrentLanguage())) {

    $langs = array_unique(array($lang, $cfg->getPrimaryLanguage()));

    $langs = Internationalization::rfc1766($langs);

    header("Content-Language: ".implode(', ', $langs));

}

?>

<!DOCTYPE html>

<html<?php

if ($lang

        && ($info = Internationalization::getLanguageInfo($lang))

        && (@$info['direction'] == 'rtl'))

    echo ' dir="rtl" class="rtl"';

if ($lang) {

    echo ' lang="' . $lang . '"';

}

?>>

<head>

    <meta charset="utf-8">

    <meta http-equiv="X-UA-Compatible" content="IE=edge,chrome=1">

    <title><?php echo Format::htmlchars($title); ?></title>

    <meta name="description" content="customer support platform">

    <meta name="keywords" content="osTicket, Customer support system, support ticket system">

    <meta name="viewport" content="width=device-width, initial-scale=1">

<link rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/osticket.css?9ae093d" media="screen"/>

    <link rel="stylesheet" href="<?php echo ASSETS_PATH; ?>css/theme.css?9ae093d" media="screen"/>

    <link rel="stylesheet" href="<?php echo ASSETS_PATH; ?>css/print.css?9ae093d" media="print"/>

    <link rel="stylesheet" href="<?php echo ROOT_PATH; ?>scp/css/typeahead.css?9ae093d"

         media="screen" />

    <link type="text/css" href="<?php echo ROOT_PATH; ?>css/ui-lightness/jquery-ui-1.10.3.custom.min.css?9ae093d"

        rel="stylesheet" media="screen" />

    <link rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/thread.css?9ae093d" media="screen"/>

    <link rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/redactor.css?9ae093d" media="screen"/>

    <link type="text/css" rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/font-awesome.min.css?9ae093d"/>

    <link type="text/css" rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/flags.css?9ae093d"/>

    <link type="text/css" rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/rtl.css?9ae093d"/>

    <link type="text/css" rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/select2.min.css?9ae093d"/>

    <script type="text/javascript" src="<?php echo ROOT_PATH; ?>js/jquery-1.11.2.min.js?9ae093d"></script>

    <script type="text/javascript" src="<?php echo ROOT_PATH; ?>js/jquery-ui-1.10.3.custom.min.js?9ae093d"></script>

    <script src="<?php echo ROOT_PATH; ?>js/osticket.js?9ae093d"></script>

   

Change Logo Image Link On Client Side To My Websites Home Page.

March 5, 2018, 1:09 am

≫ Next: Incoming Mail: DB Error

≪ Previous: Change Logo Image Link On Client Side To My Websites Home Page.

$

0

0

I believe you need to change the /include/client/header.inc.php file but I'm lost as to how and where. I read somewhere that it was line 39 but I'm not seeing it.

<link rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/osticket.css?9ae093d" media="screen"/>

    <link rel="stylesheet" href="<?php echo ASSETS_PATH; ?>css/theme.css?9ae093d" media="screen"/>

    <link rel="stylesheet" href="<?php echo ASSETS_PATH; ?>css/print.css?9ae093d" media="print"/>

    <link rel="stylesheet" href="<?php echo ROOT_PATH; ?>scp/css/typeahead.css?9ae093d"

         media="screen" />

    <link type="text/css" href="<?php echo ROOT_PATH; ?>css/ui-lightness/jquery-ui-1.10.3.custom.min.css?9ae093d"

        rel="stylesheet" media="screen" />

    <link rel="stylesheet" href="<?php echo ROOT_PATH; ?>css/thread.css?9ae093d" media="screen"/>

Incoming Mail: DB Error

March 5, 2018, 2:45 am

≫ Next: 2 diffrerent Landing pages

≪ Previous: Change Logo Image Link On Client Side To My Websites Home Page.

$

0

0

Hello,

since upgrade from 1.9.12 to 1.10.1 I got sometimes following Mails:


[INSERT INTO `ost_attachment` SET `file_id` = 1051,
`type` = 'D', `object_id` = 16245]
Duplicate entry '16245-1051-D' for key 'file-type'<br
/> <br />
---- Ablaufverfolgung ----<br />
#0 D:\PATH\osticket\include\mysqli.php(204): osTicket->logDBError('DB Error
#1062', '[INSERT INTO `o...')<br />
#1 D:\PATH\osticket\include\class.orm.php(3133): db_query('INSERT INTO `os...',
true, true)<br />
#2 D:\PATH\osticket\include\class.orm.php(597): MySqlExecutor->execute()<br
/>
#3 D:\PATH\osticket\include\class.attachment.php(161):
VerySimpleModel->save()<br />
#4 D:\PATH\osticket\include\ajax.draft.php(101):
GenericAttachments->upload(Array)<br />
#5 D:\PATH\osticket\include\ajax.draft.php(300):
DraftAjaxAPI->_uploadInlineImage(Object(Draft))<br />
#6 [internal function]: DraftAjaxAPI->uploadInlineImage('16245')<br
/>
#7 D:\PATH\osticket\include\class.dispatcher.php(145): call_user_func_array(Array,
Array)<br />
#8 D:\PATH\osticket\include\class.dispatcher.php(38): UrlMatcher->dispatch('16245/attach',
Array)<br />
#9 D:\PATH\osticket\include\class.dispatcher.php(120):
Dispatcher->resolve('16245/attach', Array)<br />
#10
D:\PATH\osticket\include\class.dispatcher.php(38):
UrlMatcher->dispatch('/draft/16245/at...', NULL)<br />
#11 D:\PATH\osticket\scp\ajax.php(262):
Dispatcher->resolve('/draft/16245/at...')<br />
#12 {main}

Any ideas how to avoid this mail?

2 diffrerent Landing pages

February 22, 2018, 4:58 am

≫ Next: unable to see the tickets as admin

≪ Previous: Incoming Mail: DB Error

$

0

0

Hi all,

I need two different landing pages, 1st in "Guest mode" and the 2nd. one when user is logged in.

do you have any tipps how can I do that on easiest way ?

latest osTicket v1.10.1

Chris

unable to see the tickets as admin

March 5, 2018, 6:43 am

≫ Next: Open tickets issue

≪ Previous: 2 diffrerent Landing pages

$

0

0

Hi 

i have a single department and as admin, i am not able to see the tickets which was raised by the users. I have all access permit. Please let me know how can i see the tickets

Open tickets issue

March 5, 2018, 7:00 am

≫ Next: OSTicket 1.10 stopped sending emails

≪ Previous: unable to see the tickets as admin

$

0

0

Hi 

after raising the ticket i am not able to see the tickets in open. it was appearing directly to overdue. How can i see the new tickets in a open queue. And i am not able to see the answer tickets also. Mean while i am unable to delete the ticket response 

---

OSTicket 1.10 stopped sending emails

February 28, 2018, 2:25 pm

≫ Next: Department Transfer Button Not Working

≪ Previous: Open tickets issue

$

0

0

Our OSTicket installation has stopped sending emails recently and I am at a loss as to why.  We didn't change any of the settings.  We have verified the credentials being used are good, and that the email settings are valid.  Running on RHEL 7.4.  I have updated PHP, but php --version says PHP 5.6 is running while OSTicket says it is using 5.4.  Not sure what is going on there.  The system logs say: 

Unable to email via php mail function:nesretep@chem.byu.edu mail() returned failure.  

In /var/log/maillog, the error that appears is: 

Feb 27 11:44:36 osticket postfix/sendmail[25900]: fatal: open /etc/postfix/main.cf: Permission denied".  

I checked the permissions on that file and apache has read permissions on that file.  I tried giving apache full permissions but it had no effect so I changed them back.

Attached are some screenshots of important info.  

Department Transfer Button Not Working

March 5, 2018, 11:41 am

≫ Next: how to install new Language?

≪ Previous: OSTicket 1.10 stopped sending emails

$

0

0

I built a brand new deployment of osTicket. I attached a screenshoot showing my issue. The department transfer button is blank and doesn't work. When I manually pull the URL from the insect tool in Google Chrome and try it that way it still doesn't let me transfer the ticket. I just deployed this server and I am still running default settings. I am just at a loss trying to figure out why this button is broken for me. I did test with PHP version 5.6.33 and that made no difference.

Does anyone have any suggestions?

osTicket Version: v1.10.1 (9ae093d)

Web Server Software: Microsoft-IIS/10.0

MySQL Version: 5.7.21

PHP Version: 7.2.3

how to install new Language?

March 5, 2018, 12:57 pm

≫ Next: DMT Responsive Bootstrap Theme Free "Extended Basic" for osTicket 1.10

≪ Previous: Department Transfer Button Not Working

$

0

0

i'm downloaded the Language from http://i18n.osticket.com/project/osticket-official/ar# and uploaded it on i18n folder then from admin panel => Primary Language: 

but the change happened in css and help boxes, the tabs and field names still English.

osTicket Version	v1.10.1 (9ae093d) —  Up to date
Web Server Software	Apache/2.4.29 (CentOS)
MySQL Version	10.0.34
PHP Version	5.6.33

Installed Language Packs

العربية —

ar — include/i18n/ar

English (United States) (الإنجليزية (الولايات المتحدة)) —

en_US — include/i18n/en_US

DMT Responsive Bootstrap Theme Free "Extended Basic" for osTicket 1.10

October 29, 2015, 5:05 pm

≫ Next: Attachment Storage

≪ Previous: how to install new Language?

$

0

0

Hi there, we are working on a free responsive theme for osTicket 1.10., the frontend is nearly finished and you will get the first release this weekend. Here's the first preview:



If you have any wishes, suggestions, feedback... please submit it in this topic. Many thanks!

Attachment Storage

March 5, 2018, 8:31 pm

≫ Next: Unable to see the resolved and closed tickets

≪ Previous: DMT Responsive Bootstrap Theme Free "Extended Basic" for osTicket 1.10

$

0

0

I just installed OST v1.10.1 on a GoDaddy server. I have a feeling that eventually we will probably move to a dedicated server possibly with another hosting provider. A lot of our tickets will have attachments. Is it better to save the attachments in the DB or on the file system by using the plugin. What are the pros and cons of each?

Thanks,
Daniel