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HTML formatting of custom forms not displaying correctly

August 1, 2018, 1:44 pm
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I created a custom form under Manager -> forms and added it to a Help Topic, but when I view it on the new ticket page none of the formatting is displayed correctly, I just see the inline HTML.

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I don't know if this is a bug or if I am doing something wrong.  I'm using Chromium  65.0.3325.181 on Windows 10.
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Numeric logins

August 11, 2018, 10:53 am
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Any reason why agents are not able to login when their logins are pure numeric?

Local accounts (no LDAP)
v1.10.4
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Vista de tickets de otros usuarios

August 16, 2018, 11:44 am
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Es posible que un usuario generico (NO es agente) pueda ver los tickets que genero otro usuario? sin tener que ir a buscar uno x uno desde la vista de estado de tickets
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Threads being duplicated in version 1.10

August 16, 2018, 12:07 pm
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Version of osTicket? 1.10
Have you added the ticket# to the subject of the email templates? The Ticket number is in the email subject
Are the people replying to the ticket owner or an agent? Both
Are you collecting tickets via IMAP or POP? No. Web Only.
What are you doing with the emails afterwards? N/A


I don't know exactly when it started happening and it is not consistent, but when users and agents post a thread to a ticket, it is sometimes duplicated 2 or 3 times. As you can see in the screenshot below, a ticket was opened on August 10th and the threads posted normally until some time on August 13th and the duplicate problem continued on the 14th. No additional threads have been added on this ticket since, so I cannot report on whether the issue is a continuing one or not. I can, however report that a new ticket was created along with several threads and no duplicates appeared on the new ticket or thread.

Any help/thoughts would be greatly appreciated.

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Agents reply to tickets via email

February 14, 2017, 7:55 am
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Hello,

I've seen few threads on this topic but none of them were solved, imho.

We use emails to allow our agents to reply to tickets and we want the response to be sent to the customer.
Current osTicket's behaviour is that the agent's reply is saved as a note which is internally stored but not forwarded to customer.

There is a "workaround" in the forums for previous osTicket which doesn't apply to 1.10 (current) version.

a) anyone has already a patch for 1.1 ?
b) is this in the roadmap of the osTicket product ?
b) anyone want to help to develop a MOD for this ?

Thank you all and the osTicket team
Julien

PS: we currently use Cerberus https://cerb.ai to manage tickets and we cannot move to osTicket because of this.
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Emails to Agents go to @localhost - email to clients works fine

August 16, 2018, 5:21 pm
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Using V1.11.0-rc1 Running self hosted on Ubuntu 16.04.5 LTS

emails to CLIENTS work just fine. Email to AGENTS give the following message inside the ticket and email never gets to agent.

Address not found ** Your message wasn't delivered to saffle@localhost because the domain localhost couldn't be found. Check
for typos or unnecessary spaces and try again. The response was: DNS
Error: 11155443 DNS type 'mx' lookup of localhost responded with code
NXDOMAIN Domain name not found: localhost

All was working fine before on V1.10 before the upgrade. All settings look ok in SMTP settings and the diagnostic sends the email to the agent just fine.

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Mail fetching with TLS 1.0 disabled on Exchange Server

August 16, 2018, 11:47 pm
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I currently have osTicket running on a Synology NAS System without Problems.

My Setup:
osTicket: v1.10.1 (9ae093d)
Server-SW: Apache/2.2.34 (Unix) mod_fastcgi/mod_fastcgi-SNAP-0910052141
MySQL: 5.5.59
PHP: 5.6.36

Mail fetching from our Exchange Server 2010 is set up using IMAP without SSL und port 143 and this is also working as expected.

Due to security concers we are about to disable TLS 1.0 on our Exchange Server, which leads to the following problem:
Mails are no longer fetched from the Server and upon saving the current configuration (IMAP w/out SSL on Port 143) there is an error message saying: "TLS/SSL failure for <mailserver>: SSL negotiation failed"

If I turn on TLS 1.0, everything is back to normal.

I looks like it is trying to establish an TLS/SSL connection although it's not supposed to.

Please advice!

Cheers,
Lukas
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DB Error #1062

August 17, 2018, 12:34 am
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Hello I'm getting error. maybe anyone can explain me why?

DB Error #1062 :
[INSERT INTO `ost_session` SET `session_id` = 'le2q7miibdpa64vhdf6tu62087', `session_data` = 'csrf|a:2:{s:5:\"token\";s:40:\"f670a550bb883bd325615421b473cb2ad3ab178f\";s:4:\"time\";i:1534362002;}', `session_expire` = NOW() + INTERVAL 86400 SECOND, `user_ip` = '*.*.*.*', `user_agent` = 'Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; Googlebot/2.1; +http://www.google.com/bot.html) Safari/537.36'] Duplicate entry 'le2q7miibdpa64vhdf6tu62087' for key 'PRIMARY'

I'm using Osticket v1.10.4 , PHP 5.4.45, mysql 10.0.34
 

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Add adress column to ticket print

August 17, 2018, 2:13 am
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How to add adress column to ticket print.

OsTicket version 1.10.4

UPDATE: 
I've added column, but now I have to display adress info.

Used file: ticket-print.tmpl.php

<th><?php echo __('Adress'); ?></th>
<td><?php echo $ticket->getADRESS(); ?></td>

So what do I need to type in place of the ADRESS to display the adress information.

Thanks in advance!
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Upgrade 1.9.15 to 1.10 error

July 3, 2017, 1:33 pm
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PHP: 5.5 (ost v1.10 upgrade summary says its compatible)
OS: Ubuntu 14.04 LTS
MySQL: 5.7

I'm getting:
[SELECT A1.* FROM `ost_translation` A1 WHERE (A1.`lang` = 'en_US' AND
A1.`type` = 'phrase')] Table 'ost_database.ost_translation' doesn't
exist
This error repeats 7 times and then the upgrade script stops.

If I click to upgrade again, I get other errors similar to this:
[INSERT INTO `ost_role` SET `flags` = 1, `name` = 'Administradores
Role', `notes` = 'Administradores', `created` = NOW(), `permissions` =
'{\"ticket.create\":1, \"ticket.edit\":1, \"ticket.assign\":1,
\"ticket.transfer\":1, \"ticket.reply\":1, \"ticket.close\":1,
\"ticket.delete\":1, \"task.create\":1, \"task.edit\":1,
\"task.assign\":1, \"task.transfer\":1, \"task.reply\":1,
\"task.close\":1, \"task.delete\":1, \"canned.manage\":1,
\"emails.banlist\":1}', `updated` = NOW()] Duplicate entry
'Administradores Role' for key 'name'

And if I keep clicking to upgrade I always get different errors over and over until it quits to a screen saying "Upgrade Aborted"

I tried truncating ost_role table, pre-creating ost_translation, but I always get a new error about some table already created or non-existence table errors. I could do a manual upgrade but I don't know how to do it.
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Problem with Tasks and Advanced Search when Preferred Language is Bulgarian

August 17, 2018, 5:47 am
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Dear experts,



I have a successful installation of
OsTicket on my local machine with the following parameters:



osTicket
Version - v1.10.4



Web
Server Software - Apache/2.4.23 (Win32) OpenSSL/1.0.2h PHP/5.6.28



MySQL
Version - 10.1.19



PHP
Version - 5.6.28



The
system works perfectly when the agent’s Preferred Language is set to English,
but when in agent’s Profile the Preferred Language is set to Bulgarian, there
are problems with the New Task and with the Advanced Search:



- When the button New Task is clicked, a text box with the
text “Loading…” (in Bulgarian) appears and stays on the screen until<
Escape> is pressed:



The dialog
box for New Task does not load.



-
When the link [advanced] for advanced search of tickets is clicked, there is a similar
problem.



Just for testing, I downloaded 3 more language packages -
Russian, German and Macedonian - the above problems did not appear with any of
these languages. Obviously, there is a
problem with the Bulgarian language pack. I would be grateful if some of
you help me to fix it.



 



Thank you in advance!
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Agent as relationship manager?

August 14, 2018, 1:07 am
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We need to have some agents act as relationship managers for tickets - the tickets are first assigned to them, and then they assign it to other departments. When the responsible department resolves the ticket, it is assigned back to the RM to reply to the user.

This would mean that the RM would have an overview of all of "their" tickets, even after they are assigned to other agents/teams.

One solution is changing the owner of the ticket from the actual user to an internal agent-user, and then changing it back to the actual user before final reply. However, this is too complicated.

Did anyone else have the same requiremend and managed to solve it?


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Collaborators not added from CC if configured email is not in To:

July 19, 2018, 2:17 am
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v1.10.1 (9ae093d)

I don't know if this behaviour started as a result of my many patches or becouse of the upgrade (checked released notes) but:

If email is sent to osticket@domain.com, a ticket is created properly and collaborators added from CC
If email is sent to mailgroup@domain.com (Exchange mail group that contains osticket@domain.com), a ticket is created but no collaborators are added from CC
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Is osTIcket ITIL compliant?

August 16, 2018, 1:04 am
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Hi, 

Can anyone please let me know that osTicket is ITIL compliant or not?

Thank you,
Gopi.
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When you export closed tickets and only one ticket appears

August 17, 2018, 11:52 am
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I export closed tickets and only one ticket appears,
Can you support me?



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http passthru

September 11, 2014, 9:32 am
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Could someone explain to me how HTTP Passthru is supposed to work? Maybe my expectations are not correct. I have ldap enabled, which does work. I was expecting to see the user not prompted to login if passthru was enabled. Using the latest v1.9.4-rc2.  IIS

Thanks!

Matthew

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Filtering with regex not working

August 14, 2018, 6:43 am
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Hi there, i'm trying to exclude all email that arrives on my IMAP server and marking it as resolved.
I'm using the "Does not Match Regex" with the "Set ticket status " to Resolved.
the ideal behaviour is that only email that contains determined words should be open as ticket. The others should be closed or resolved.
My regex is
"/((consulta)|(enquiry)|(frage)|(information)|(petici)|(rechnung)|(richiesta)|(solicitud))/gi"

but obviously it's not working.
How can i manage to build?

thanks
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Email de notificación de tickets por Departamento

August 18, 2018, 6:38 am
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Buenas tardes, tengo la versión  1.10.4, y me gustaría saber cómo debo configurar el correo para que los avisos de los boletos que sepan que estén en primer lugar estén enviados por una cuenta distinta a la que está como  notificación Predeterminada de Correo Electrónico. 

Como lo tengo ahora, están llegando con el correo predeterminado.

Asi tengo configurado en Emails del departamento:
image


Asi lo tengo en notificaciones predeterminada:
image


Gracias





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Combos de selección

August 18, 2018, 3:31 pm
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buenas tardes,

quisiera saber como puedo realizar un formulario personalizado y utilizar una especie de combo de selección?

Mi idea es que al seleccionar un tema, me despliegue otros items relacionados a ese tema, por ejemplo:

-  
Temas 1
 Opcion A
 Opcion B
  Opcion C

-    Tema 2 
   Opcion 1
 Opcion 2
  Opcion 3

Pensaba armarlo con la opcion de listas personalizadas, pero no se como tengo que configurar para que la lista del tema 1 contenga las opcion A,B y C y el tema 2 tenga las opciones 1,2 y 3?

CrCree una lista con todos los temas y luego cree una lista por cada opcion que tiene cada tema y el la solapa de propiedades de la lista de temas puse la lista de temas.
Espero me entienda lo que quise explicar

Aguardo sus comentarios. Gracias

Es



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Agent not showing up in Assignee List

August 19, 2018, 11:52 pm
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Hi,

We have this situation:

- agentX is assigned to a 2 departments - a Primary Department (All Access) and an Extended Access Department (with All Access).
  agentY is assigned to the Extended Access Department as their Primary Department (All Access)

- a ticket is correctly assigned to agentY by a ticket filter

- agentY wants to reassign the tickets to agentX, however agentY cannot re-assign to agentX because agentX is not in the drop-down list of agents.

Any idea why agentX is not in the drop-down list of agents for the Extended Access Department?

Note:
The All Access role has both of these ticked: "ability to assign tickets to agents or teams" and "ability to transfer tickets between department"

We are using the following installation:
OSTicket v1.10
MySQL 5.6.37
PHP 7.0.20

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