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From ticket page ->update task redirect to ajax page

July 2, 2018, 12:01 am
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Hello,

I am working with osticket 1.10

in agent panel ->Tickets ,

Here I have created new task ,then claim it , after closed it .

again reopen it and claim it and goint to closed it .

it show me page like shown in attachment.

please resolve that issue.

let me know if any other thing is required


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Deactivate user registration or account creation

July 2, 2018, 2:35 am
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How To Add a Data Source

July 2, 2018, 2:48 am
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Hi,

So in our OSTicket system, we wish to highlight a ticket in red when the last update time was more than a day ago. However, what we consider an update is either a response to user or an internal note. Currently, there doesn't appear to be the ability to use internal ticket notes as a data source for this column. 

Naturally, because tickets aren't being responded to on the customer end, but internal notes are being added, the tickets are coming up in red because the last updated column that we have added to the open tickets queue can only take data from the messages between the customer and us. 

Is it possible to either add something like TicketThread / Last Internal Note or a Ticket / Last Modified On to the list of data sources so that this can operate how we want it to? 

I recognise that there is User / Internal Notes as well as User / Organisation / Internal Notes, but in my understanding these are no the internal notes on the ticket but the internal notes attached to both the user and the organisation, if they exist. It seems to me that given that these internal notes are available to display, that the ticket's internal notes should also be available. 

Thank you


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how to update os ticket from v1.9.16 (f4a172f) to v1.10 (901e5ea)

July 2, 2018, 2:49 am
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i need to upgrade my osticket software can you help me with that?
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incoming mail cut to the first letter accented

June 26, 2018, 6:33 am
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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
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Unable to Edit ticket if not changing duedate on overdue ticket

July 6, 2015, 1:33 pm
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We had a few tickets that we noticed that the filters didn't place them in the right help topic. I went in to edit the help topic and was greeted with an error saying I couldn't save the changes as the due date couldn't be in the past.

I understand the need to have that check during ticket creation, but when we don't want to remove the due date at all on an overdue ticket (pads metrics with false data), this could be a problem for others in the future.

EDIT: ver 1.9.7

image
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MOD - Set tickets to unanswered on assignment

July 2, 2018, 6:01 am
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Sharing as I'm sure others will find this useful; my user's wanted to have a way for the ticket to automatically flag as unanswered when it was transferred between agents and or teams as a visual indicator that the ticket needed attention. 

In class.ticket.php add the following just below "$this->logEvent('assigned', $evd);" around line 2224:

//Will mark tickets unanswered on assignment to and from agents/teams. 
$this->setAnsweredState(0);




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How to use multiple data sources in a Condition in a Queue

July 2, 2018, 6:18 am
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Hi, 

So I want my tickets to highlight in yellow when the due date has been passed, but only if there has been no response.

To do this I need to compare the last response time to the followup date, or have an AND/OR statement. Is this possible in this version of OSTicket? If not, is there an easy way to make it possible and/or will such a feature be coming?

Kind Regards
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Display Only Some particular Departments/Agents in User/Client Portal.

July 2, 2018, 7:58 am
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Dear Sir,

While creating a Department i could see a option type .i.e. either public or private(Internal).
In the description of private option i could see the explanation as "Select Private if you wish to mask assignments to this Department in the Client Portal. Additionally, when labeled as Private, the Department Signature will not be displayed in email replies. "  

So, i have marked some of my departments as private as i dont want to display the departments in the Drop down of client portal.

But even though i have set the departments to private still i am getting those departments in the drop down.

In this regard, i kindly request you to help us on the making some of the departments are invisible at Client portal department assigning.
I also kindly request you to let us know if there is any other way to make only some of the important departments only can be visible in client portal.

Also it would be grateful if we can make only some of the agents/departments only visible in the Dropdown lists of Client portal.

Please find our Osticket version details below:

osTicket Version v1.10 (901e5ea)
Web Server Software Apache/2.4.25 (Win32) OpenSSL/1.0.2j PHP/7.0.18
MySQL Version 10.1.22
PHP Version 7.0.18

Please provide some help on this.
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File upload issue

June 28, 2018, 11:34 am
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Our users are reporting an issue when they are opening tickets and uploading files. Sometimes files do not get added to the ticket as expected, sometimes a single file will be uploaded sometimes none(even though the file upload is required). We have done some looking into the problem and every time someone has the issue we see an error in the server logs.

2018/06/28 09:52:56 [error] 1331#1331: *30799 FastCGI sent in stderr: "PHP message: PHP Warning:  session_regenerate_id(): Cannot regenerate session id - session is not active in /var/www/osticket/upload/open.php on line 49" while reading response header from upstream, client: 192.168.17.115, server: domain.com, request: "POST /open.php HTTP/1.1", upstream: "fastcgi://unix:/run/php/php7.0-fpm.sock:", host: "domain.com", referrer: "https://domain.com/open.php"

osTicket Versionv1.10.1 (9ae093d) —  Up to date
Web Server Softwarenginx/1.10.3
MySQL Version10.0.34
PHP Version7.0.30-0ubuntu0.16.04.1

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Unable to lock the ticket - appears on every ticket

July 2, 2018, 12:06 pm
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I see that this problem has appeared before, but I haven't been able to resolve it based on the other person's fixes:


With every ticket, even a test one that I created and immediately tried to reply to, I get this error:

Unable to lock the ticket

Then shortly a modal window appears:

Unable to save draft.
Refresh the current page to restore and continue your draft.

As in the discussion I linked above, the error in the browser:

[Error] Failed to load resource: the server responded with a status of 404 (Not Found)

for both these addresses:



I edited the php.ini file with this info:

cgi.fix_pathinfo = 1

And that was 3 days ago, problem still exits. Here's a screen shot of my dashboard information:

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Filter for "Help topic"

July 3, 2018, 1:13 am
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Hy,

OsTicket v1.10.1 (9ae093d)

When we create a new ticket, it would be good to have filter in listbox "Help topic" :

Example :
If I am an agent in commercial department, when I create ticket, I see just the "x" choices in the listbox that is dedicated to this department and not All the lines in "Help topic".
If I am an agent in IT department, I see just the "y" choices in the listbox that is dedicated to the IT department.

It would be an option to activate and it could be usefull if you have a lot of agent in different hotlines (IT support, purchasing department, etc for example...)
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Problem with Email Fetching (Imap)

February 12, 2018, 8:38 am
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Hi everyone,
we start using osticket as a ticket system for our IT Departement and we really love it. It's helping us a lot in organizing our task in our departement.

A few month ago, i configure a mailbox so people can send an email to it instead of using the interface to create ticket. it was working really well, and let us manage priority and collaborator that need to receive information on a ticket when the ticket has been closed or been added a message.

one day i got a problems with my Exchange Server and it lost connection to our network. the problem have been fixed and the server has been reboot. The Mail server was working as usual after that and no change have been made to his configuration since it was a network switch that was the source of the problem.

But, after the lost of connectivity of the email server, OSTicket Stop being able to connect to the mailbox to fetch the email.
i have reboot my osticket server, and my exchange server. i have double check every connection information, but they are corrected and haven't been change since the last time it was working.

here my configuration so you can have a good view of my setup.
OSTicket Server : Ubuntu 16.04.3 LTS
OSTicket Version 1.10
Web SErver : Nginx 1.10.3
Mysql : 5.7.21
PHP : 7.0.22

Email Fetching Trough IMAP
port 993
Protocol : IMAP + SSL

Email Server : Microsoft Windows Server 2012 R2 With Microsoft Exchange 2013

Error Log :
Invalid login. Check IMAP settings   (Known to be good)
[CLOSED] IMAP connection broken (server response)

i didn't find any related log on /var/log of my linux server.

BTW, SMTP Work without problems for sending email.

if anyone have an idea, i would be very grateful, since i must currently create manually ticket that have been sent to the mailbox.
if you want log that i didn't give, just ask and i will find and upload them.
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Migrating data from OSTickets to Freshdesk

July 3, 2018, 6:57 am
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Hi guys, sadly I'm having to move our help desk system away from OSTickets. 

I realise I can export the ticket data as a CSV file, but that doesn't include the agent / customer responses. 
We've taken a look at the class.export.php but it looks like its going to be quite a lot of work to get the correct data out. 

I was wondering if anyone has sucesfully exported the ticket data, and if so, how?!

Thanks for the help

Pete
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Issue getting locked out of osTicket after doing a search

July 3, 2018, 7:56 am
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Agents will perform a search via the advanced search funciton and they they get logged out and locked out of osTicket. For at least one hour. Then they can login again. 

Additionally there is some issue with the search where when a search does work they have to logout and login again to perform a search. Does anyone know how to fix this?  It is very disruptive. 

Server Information
osTicket Versionv1.10.1 (9ae093d) —  Up to date
Web Server SoftwareApache/2.4.18 (Ubuntu)
MySQL Version5.7.21
PHP Version5.6.35-1+ubuntu16.04.1+deb.sury.org+1

[03-Jul-2018 14:54:12 UTC] PHP Stack trace:
[03-Jul-2018 14:54:12 UTC] PHP   1. {main}() /data/www/html/scp/index.php:0
[03-Jul-2018 14:54:12 UTC] PHP   2. require() /data/www/html/scp/index.php:17
[03-Jul-2018 14:54:12 UTC] PHP   3. SavedSearch->mangleQuerySet() /data/www/html/scp/tickets.php:422
[03-Jul-2018 14:54:12 UTC] PHP   4. DatetimeField->getSearchQ() /data/www/html/include/class.search.php:952
[03-Jul-2018 15:01:33 UTC] PHP Fatal error:  __clone method called on non-object in /data/www/html/include/class.forms.php on line 2035
I'm seeing this sequence over and over when someone performs a search

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SMTP authentication failure

July 4, 2018, 1:22 am
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Hi!

I'm using Azure Web App (PHP 5.6) to host my osTicket v1.10.1.

I'm trying to configure an e-mail, but when I try to activate SMTP, I receive this error:
authentication failure [SMTP: STARTTLS failed (code: 220, response: 2.0.0 SMTP server ready)]
I know it's a quite common error, so I've searched a lot in this forum and on GitHub. I've tried to overwrite SMTP.php and Socket.php files in the /include/pear/Net folder with newer files from pear.php.net, but it caused timeout errors.

I've also tried to change code in smtp.php as suggested in some forum threads, but nothing worked for me. SMTP port change didn't work.

My e-mail server settings require authentication to use SMTP, so radio button in osTicket SMTP configuration panel is set to Yes. My username is set as MYDOMAIN\myuser (maybe could it be incorrect?). Fetching email settings (IMAP+SSL) with same authentication is not returning errors.

Any idea?
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Blind sql injection attack in osticket

July 4, 2018, 2:37 am
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Blind sql injection attack found in following url

osticket_installed_url/scp/departments.php
osticket_installed_url/scp/canned.php


URL: osticket_installed_url/scp/canned.php
Entity: notes (Parameter)
Risk: It is possible to view, modify or delete database entries and tables
Causes: Sanitation of hazardous characters was not performed correctly on user input

The test result seems to indicate a vulnerability because it shows that values can be
appended to parameter values, indicating that they were embedded in an SQL
query. In this test, three (or sometimes four) requests are sent. The last is logically
equal to the original, and the next-to-last is different. Any others are for control
purposes. A comparison of the last two responses with the first (the last is similar to
it, and the next-to-last is different) indicates that the application is vulnerable.
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Change Osticket default login url

July 4, 2018, 6:02 am
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How to change default login url of OS ticket
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Email Replies not Coming Into osTicket

July 4, 2018, 6:45 am
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My osTicket system emails through our smtp server and mails can be sent from the ticketing system and people are able to send in tickets via our website which then get forwarded via email to us at support@sys3.com.  My problem comes when a user replies to an email sent from the ticketing system as they reply to a support email, rather than into the ticketing software.  I have this error also in my logs:

Unable to email via SMTP:smtp.sys3internet.net:587 [support] Failed to set sender: support@sys3.com [SMTP: Invalid response code received from server (code: -1, response: )]

I feel I have an email address in the wrong place somewhere but just can't identify it.

All and any help is greatly appreciated.

Sam
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Run video on Landing Page

July 4, 2018, 7:34 am
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How can i run video on Landing Page under welcome message? The video will be my PC.
Thank You.
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