Quantcast
Channel: Recent Discussions on osTicket Forums
Viewing all 7550 articles
Browse latest View live
↧

OpenID Authentication for Microsoft in osTicket

April 9, 2018, 2:37 pm
$
0
0

Initial Release - 2018-03-29

Version .1

  • Implementation of Open ID authentication for osTicket.
  • Tested with personal and work accounts
  • Tested on LAMP stack with PHP 7.0.28, osTicket v1.10.1
  • Tested on LEMP stack with PHP 7.2.3-1, osTicket v1.10.1
  • osTicket on LEMP requires additional rewrite rules. This recipe is a good starting point. You'll want to change the following:
  • location ~ ^/api/(?:tickets|tasks).*$ {
    try_files $uri $uri/ /api/http.php?$query_string;
    }
to:
  • location ~ ^/api/(?:tickets|tasks|auth).*$ {
    try_files $uri $uri/ /api/http.php?$query_string;
    }
osTicket has other issues with PHP 7.2Configuration options for auth URL, endpoint, scope, client ID (application ID), and secret
Additional options for domain whitelists on staff and client logins, enabling the plugin separately on staff and client logins, plus hiding the local login sections.
  • Hiding the local logins allows for public registration to be enabled so that accounts don't have to be created in advance 
Install - Upload the phar file to your osTicket/include/plugins directory.
image
↧
Search

Replace the Noreply@zendesk.com to customer's email

June 23, 2018, 6:57 am
$
0
0
Dear everyone;

I am a osticket lover and in the same time our website using zendesk as live chat / off line message tool.
zendesk its good for live chat, and for offline message, we redirected it to the osticket system. 

and that how problem start, we have a lot of tickets created by noreply@zendesk.com instead of the customer email 

we get a lot message in this format 


Offline Message left on 23 Jun 2018, 05:30 AM (GMT+0)
NAMES**ehEMAILsmelgm***@gmail.comPHONE2262***168LOCATIONMississauga, CanadaURLLivechat Popout

and we can not reply to customer directly, we need to create a new ticket instead , to contact the customer. this waste a lot of time. is there some one knows how to make the ostikcet can reply directly to the cusotmers email address directly instead of to noreply.
↧
↧

Ad Sources in Tickets

June 14, 2018, 12:46 pm
$
0
0
Hi, 

Maybe you can help me to find a way to add at least one source more
I find this php file in include/staff/ticket-open.inc.php:

   <select name="source">
                    <?php
                    $source = $info['source'] ?: 'Phone';
                    $sources = Ticket::getSources();
                    unset($sources['Web'], $sources['API']);
                    foreach ($sources as $k => $v)
                        echo sprintf('<option value="%s" %s>%s</option>',
                                $k,
                                ($source == $k ) ? 'selected="selected"' : '',
                                $v);
                    ?>
                </select>

But I do not know how to edit it correctly. I want to add this sources "Whatsapp", "Facebook", etc.
Thanks in advance
↧

Request - Better SLA / Ticket Alerts / Notifications

April 21, 2016, 11:22 am
$
0
0
First off we're enjoying our deployment of osTicket. Thanks for making a stellar product. I work for a tv / internet / telephone provider. We focus 99% on residential services, so most of our support requests are coming from residential customers and being handled by our Customer Service team. Prior to using osTicket we just tracked issues through a general customerservice@ email address. This posed SO MANY problems and caused a lot of overlap and dropped help requests. osTicket has really helped prevent the issues we were experiencing. We've been using it for a little over 3 months now, and there's really only one thing that bugs me about the product that I wish it did differently.

The way the system works for notifying agents and teams about new and updated tickets is great, where it really lacks in my opinion is with notifications for idle tickets. Right now the only thing that manages idle tickets is the SLA plan, but this feels very restrictive. What I'm looking for is more of a trigger system where based on certain criteria the system sends out an email / alert to the appropriate person. Examples of what I'm looking to do:
  • Send out alerts to departments/teams if a ticket sits unassigned for a certain amount of time
  • Send out alerts to the assigned Agent if a ticket has been responded to by the customer but the agent hasn't followed up in a certain amount of time
  • Send out reminder email to the customer if they haven't responded to the agent in a certain amount of time
  • Have the SLA due date update based on the last response time by an Agent. Eg:
  • SLA is set to 24h
  • 10AM - Ticket comes in from a customer (24h left in SLA, due date is 10AM next day)
  • 11AM - Ticket is unassigned for over an hour and an email alert goes out to the CSR team (not marked over-due, 23h left in SLA, due date is 10AM next day)
  • 12PM CSR takes ownership of the ticket (22h left in SLA, due date is 10AM next day)
  • 1PM - CSR responds to ticket (due date is changed to 1PM next day)
  • 9PM - Customer hasn't responded to ticket for 8h, reminder email sent out (16h left in SLA, due date is 1PM next day)
  • 11PM - Customer responds to the ticket 2h after reminder email (14h left in SLA, due date is 1PM next day)
  • 7AM - CSR went home at 10pm previous night, ticket is waiting on Agent response for more than 8h, sends alert to assigned CSR (not marked over-due, 6h left in SLA, due date is 1PM)
  • 1PM - CSR called in sick, SLA runs out. Ticket is marked as over-due and an email alert is sent to the Department / Team

I hope this makes sense what I'm asking for or requesting. I feel that adding this sort of functionality to osTicket would really improve on it's value and usefulness.

↧

DB Error 1881

June 25, 2018, 7:03 am
$
0
0
I got an email from my system with the subject line "DB Error #1881" that contained the following:

----------------
[UPDATE ost_email SET mail_errors=0, mail_lastfetch=NOW() WHERE email_id=1]

Operation not allowed when innodb_forced_recovery > 0.<br />
<br />
---- Backtrace ----<br />
#0 (root)/include/mysqli.php(204): osTicket->logDBError('DB Error #1881', '[UPDATE ost_ema...')<br />
#1 (root)/include/class.mailfetch.php(924): db_query('UPDATE ost_emai...')<br />
#2 (root)/include/class.cron.php(25): MailFetcher->run()<br />
#3 (root)/include/class.cron.php(100): Cron->MailFetcher()<br />
#4 (root)/include/api.cron.php(19): Cron->run()<br />
#5 (root)/include/api.cron.php(40): CronApiController->run()<br />
#6 (root)/api/cron.php(23): LocalCronApiController::call()<br />
#7 {main}

[right here was the site URL that I'm redacting.]
----------------

I don't see anything unusual in the system log related to this. I did get two or three other unusual emails from my webhost:

----------------
From: Cron <redacted@redacted> /usr/local/bin/php /home2/nocca/public_html/nocca.com/osticket/api/cron.php
<b>Fatal Error:</b> Contact system administrator.
----------------

What does DB error 1881 mean? Where can I look for more details about this error?
↧
↧

pipe.php no longer piping, since Saturday - hosted at HostMonster

June 25, 2018, 8:30 am
$
0
0
Happy Monday everyone

We've been happily running OSTicket for approximately 10,000 tickets.  We're on version 1.10 hosted on HostMonster and we use /api/pipe.php to deliver from the Hostmonster mailbox to OSTicket.

Emails are successfully being delivered to the mailbox, as they were before.  We can enter the inbox and see the messages there.

We haven't changed a thing ("Sure, you haven't") and we rarely ever use Hostmonster for anything other than OSTicket (though they're great).

We can send replies / test emails FROM OSTicket and they are delivered without incident.

Our pipe.php is included below.

The error_log in /osticket/api is nearly 2Mb, but has no relevant nor recent entries.

Do you have any ideas about how we can troubleshoot this problem?

Thanks in advance for your help and apologies for my English.



#!/usr/bin/php -q
<?php
/*********************************************************************
    pipe.php

    Converts piped emails to ticket. Just local - remote must use /api/tickets.email

    Peter Rotich <peter@osticket.com>
    Copyright (c)  2006-2013 osTicket

    Released under the GNU General Public License WITHOUT ANY WARRANTY.
    See LICENSE.TXT for details.

    vim: expandtab sw=4 ts=4 sts=4:
**********************************************************************/
ini_set('memory_limit', '256M'); //The concern here is having enough mem for emails with attachments.
@chdir(dirname(__FILE__).'/'); //Change dir.
require('api.inc.php');

//Only local piping supported via pipe.php
if (!osTicket::is_cli())
    die(__('pipe.php only supports local piping - use http -> api/tickets.email'));

require_once(INCLUDE_DIR.'api.tickets.php');
PipeApiController::process();
?>



↧

Attach files to email but not on web interface

June 25, 2018, 10:21 am
$
0
0
We have a situation where we have made a file upload required to create a ticket via web interface, to make this less confusing to the end users we would like to have the file upload on the main message body disabled. Disabling the file upload on the message body however makes it so when people respond to a ticket email with an attachment that goes missing. Is there a way to disable the file upload on the message body via the web interface but still allow files to be attached via emails? I tried poking around in the code to just disable it from showing up via CSS but there is no unique identifier that I could grab onto just that file upload widget.
↧

Translations are cached on my server

June 25, 2018, 9:39 pm
$
0
0
I use several languages and I have been adding my own custom translations by decompressing the .phar files / editing the messages.mo.php file for each language.

Adding custom translations is easy enough but the odd thing is that once I enable and use a language my server seems to somehow cache it. Any subsequent edits that I make are ignored.

In fact, out of desperation I even deleted the messages.mo.php file to see what would happen. osTicket didn't complain about the missing file and kept on serving up the cached translations!

I have tried removing the language from osTicket and adding it back. I've tried restarting Apache, clearing my browser's cache, using a different browser, a different computer, a different internet connection, even rebooting the server... nothing will prompt the system to use my replacement terms!

So I set up a testing server. It works perfectly. I can make edits to a language and they show up instantly.

But I need to sort this out on my working server. I am hoping that someone may have some insight. What the heck?
↧
Search

Way to add a form to account registration

June 20, 2018, 6:45 am
$
0
0
Hello,

I know it's possible to add fields to the contact information and that would change the account registration, but I was wondering if it was possible to add a custom form to it so I would not have to touch the contact information?

Any help would be appreciated.

Thanks.
↧
↧

restrict knowledgebase visibility to registered users without public registration

June 26, 2018, 1:03 am
$
0
0
Hello,

Is there a way to restrict knowlegdebase visibility to registered users only without allowing public registrations ? 

Many thanks in advance for your help....

T.

↧

APCu Extension Enable

June 26, 2018, 2:44 am
$
0
0
Hello Team,

I need to enable Apcu entension in PHP to improve the performance.

Could someone help the exact download link and recommended setting


osTicket Version :v1.10.2
Web Server Software : Microsoft-IIS/8.5
MySQL Version : 5.7.21
PHP Version :5.6.32
↧

Export Ticket CSV Listing Does not show description of the Custom Field

June 20, 2018, 1:06 am
$
0
0
Hereby my osticket version information:
imageimage

Here by the view of the export CSV as you can see from "Product" onward all custom field content is exported as Number only.

image\

Please advice. Thank you
↧

User Directory (Active Registered vs. Guest)

June 26, 2018, 5:25 am
$
0
0
 In the User Directory, what is the difference between an 'Active (Registered) User vs. "Guest"?
↧
↧

incoming mail cut to the first letter accented

June 26, 2018, 6:33 am
$
0
0
Hello everybody,
first post !

I have a little issue with incomming mail.
incomming emails come through an imap account (office365). It's works but sometime the email is cut to the first letter accented in the body. In the office 365 account, the mail is ok, not in osticket. No error in log on ubuntu. I have no idea, and you ? :)
thx

v1.9.14 (8b927a0) Apache/2.4.7 (Ubuntu) 5.5.60 5.5.9-1ubuntu4.25
osTicket
Web server
MySQL
PHP
↧

Enhancing Auto Response to Customer

June 26, 2018, 8:27 am
$
0
0
Hello.  Can I change any system-generated auto-response that is going to the customer to include the ticket 'Subject' and a live link to the ticket itself?  Also, if so, please confirm that this will work for both "Guest" users as well as "Registered" Users.  Right now, the only semi-helpful piece of information in that auto response is a ticket reference number, but it would be useful if it were a live link to take the customer back to the ticket they just created.
↧
Search

Disable vacation mode

June 26, 2018, 9:25 am
$
0
0
Is it possible to prevent agents from activating vacation mode?

Thanks, 

-Tom
↧

disable user seeing closed tickets

June 26, 2018, 12:30 pm
$
0
0
Hey all,

Is it possible to delete the tab to see all the closed tickets from the user log-in page? Or just direct me to the file that I would have to modify in order to do this. 

Appreciate any help.
↧
↧

Ubuntu installation

June 20, 2018, 3:26 am
$
0
0
anyone can help me in installation of ubuntu, this is the error when im installing ngix..it cant start the service 
↧

Stays Changed banner

June 19, 2018, 7:14 pm
$
0
0
Up until a couple of days ago when we changed the status of a ticket from within the ticket (usually we change the status of a ticket with the reply) it would redirect us back to the main listing of open tickets and towards the top would be a ribbon or banner that said "Ticket ###### status changed to closed(or whatever state we changed it to)" with the ticket number being a clickable link to the ticket. For some reason that banner is no longer appearing after a status change. There have been no changes to the server (We are on a shared GoDaddy server) that we have made. The only change we have made recently in the admin panel is to the notifications agents receive. Does anyone have any insight on what might cause or fix this?

Thanks,
Daniel
↧

Installation theme responsive Bootstrap osticket v1.10.1 (9ae093d)

June 27, 2018, 12:11 am
$
0
0
Good Morning,

We are new to this forum. We have installed the latest version of Ostickets but since they were not responsive, we decided to look for a responsive theme. At the moment everything worked correctly.

We searched in the forum "Responsive Topic" and this topic appeared:


In it you can locate this text "Bootstrap Free Theme - Unofficial start theme for osticket 1.10.".
We have downloaded this template and installed it here:

eurotex.es/soporte

The truth is that it is much better and more beautiful but if it does not work, we better go back to the previous one. In the previous topic, when we opened a ticket it appeared that we entered the email, name, etc ... Not now.
On the other hand, if we fill in the form, the system does nothing and loads the main web with many errors in the open.php file.

What happen? Why?

Are we going back to the previous version or can it be fixed?

Thank you.

I await news as soon as possible.

Regards, Rafael M.
↧
Viewing all 7550 articles
Browse latest View live
Search
<script src="https://jsc.adskeeper.com/r/s/rssing.com.1596347.js" async> </script>