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redundant information

May 25, 2016, 12:26 am
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hello, why my osticket be like this when try to update Your profile information? see attachment..duplication/redundant of client information

FYI, im using AD authentication for client in order to create a ticket. v1.9.12 (19292ad) — Up to date Microsoft-IIS/8.5 5.5.45 5.6.20
osTicket Version
Web Server Software
MySQL Version
PHP Version
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Disable STLS on POP3 mail fetching

May 20, 2016, 1:15 am
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Hi all.

I'm trying to debug some POP3 related issues but, even if the mail fetching is configured using standard connection, the TSL is sent to the mail server (STSL)

Fetching Email via IMAP or POP     
Status Enable 
Hostname XXXXXXX
Port Number 110
Mail Box Protocol POP
Fetch Frequency 1 minutes   
Emails Per Fetch 10 emails   
Fetched Emails Delete emails 

Is there a way to avoid this command to have all my transaction in clear text?

Thanks.

          Erik


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Links won't render in thank-you page

May 16, 2016, 9:32 am
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Hello all,
I've gotten OST installed and working. I was modifying the thank-you page, trying to insert some html. I made a heading, but when I try to make a link, I can't get it to work. The page renders with the code for the link instead of showing a link. On the page, I literally see
a href="%{ticket.client_link}">track your ticket, #0123, here</a

I'm using {ticket.number} to get the 0123, so that works, and the URL for the ticket shows fine. My problem is in getting the link code to render, not in using the variables. I switch the editor to HTML, write the code, save it, and test it. So far, I haven't gotten links to work. Am I doing something wrong, or is this a security feature of OST I could disable? I'm the only one editing these templates, after all.
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Memory leak in Mail Fetcher

May 23, 2016, 6:31 am
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Hi.

Ubuntu 14.04

php 5.5.9-1ubuntu4.16

affected versions v1.10-rc.2 (231f11e) and v1.9.12

Mail is fetched from GoogleMail via IMAP or POP

i start php -f /var/www/osticket/www/api/cron.php and it use more and more memory (more 8GB) until it is terminated by me.

Email example in attachment

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custom fields does not allow zero number values, event optionally

May 28, 2016, 9:30 am
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DB Error #1032

May 25, 2016, 6:58 am
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For only one customer, if I need to search his tickets the system gives me No ticket (but there 148 tickets) and this email error:

DB Error #1032

[SELECT ticket.ticket_id,tlock.lock_id,ticket.`number`,ticket.dept_id,ticket.staff_id,ticket.team_id  ,user.name ,email.address as email,
dept.dept_name 
,ticket.status,ticket.source,ticket.isoverdue,ticket.isanswered,ticket.created  ,IF(ticket.duedate IS NULL,IF(sla.id IS NULL,
NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)),
ticket.duedate) as duedate 
,CAST(GREATEST(IFNULL(ticket.lastmessage, 0), IFNULL(ticket.closed, 0),
IFNULL(ticket.reopened, 0), ticket.created) as datetime) as effective_date  ,CONCAT_WS(" ", staff.firstname,
staff.lastname) as staff, team.name as team 
,IF(staff.staff_id IS NULL,team.name,CONCAT_WS(" ",
staff.lastname, staff.firstname)) as assigned 
,IF(ptopic.topic_pid IS NULL, topic.topic, CONCAT_WS(" / ",
ptopic.topic, topic.topic)) as helptopic 
,cdata.priority_id, cdata.subject, pri.priority_desc,
pri.priority_color  FROM ticket
ticket  LEFT JOIN user user ON user.id =
ticket.user_id LEFT JOIN user_email email ON user.id = email.user_id LEFT JOIN
department dept ON ticket.dept_id=dept.dept_id 
LEFT JOIN ticket_lock tlock ON (ticket.ticket_id=tlock.ticket_id AND
tlock.expire>NOW()

               AND
tlock.staff_id!=2)  LEFT JOIN staff staff
ON (ticket.staff_id=staff.staff_id)  LEFT
JOIN team team ON (ticket.team_id=team.team_id) 
LEFT JOIN sla sla ON (ticket.sla_id=sla.id AND sla.isactive=1)  LEFT JOIN help_topic topic ON
(ticket.topic_id=topic.topic_id)  LEFT
JOIN help_topic ptopic ON (ptopic.topic_id=topic.topic_pid)  LEFT JOIN ticket__cdata cdata ON
(cdata.ticket_id = ticket.ticket_id) 
LEFT JOIN ticket_priority pri ON (pri.priority_id =
cdata.priority_id)  WHERE (   ( ticket.staff_id=2 AND
ticket.status="open") OR ticket.dept_id IN (1,2,3,4,5,6) ) AND
email.address='tommasocuomo@studiolegalecuomo.it' ORDER BY pri.priority_urgency
ASC, effective_date DESC, ticket.created DESC LIMIT 0,25]

 

Can't find record in 'ticket_lock'<br /> <br
/>

---- Backtrace ----<br />

#0 (root)/include/mysqli.php(163):
osTicket->logDBError('DB Error #1032', '[SELECT ticket....')<br />

#1 (root)/include/staff/tickets.inc.php(254):
db_query('SELECT ticket.t...')<br />

#2 (root)/scp/tickets.php(629):
require_once('/var/www/vhosts...')<br />

#3 {main}

What can be the issue?
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Broken links in user messages

May 25, 2016, 9:41 am
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Greetings,

I'm running OS Ticket 1.9.7, Apache, Synology NAS.

When users get responses, the links result in 404 errors.

Two links in the email point to the same URL:


https://helpdesk.site.org/osticket/upload/scp/%{recipient.ticket_link}

When a user receives it in the email response, the first link produces a 404 error resolving to here:

https://helpdesk.site.org/osticket/upload/scp/%{recipient.ticket_link}

The second link in the same email, that looks the same as the first turns into this:

https://helpdesk.site.org/osticket/upload/view.php?auth=o1xaiaaaaczaaaaaud09y+W0RPtPSA==

but turns into this and works:

https://helpdesk.site.org/osticket/upload/tickets.php?id=89

Any ideas?   I'm new to this software.

Thanks
Fred








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Searching on custom fields

May 20, 2016, 9:20 am
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I've got 1.9.12 up and running, and we've added some custom form fields on the ticket form, and now we need to search for tickets based on the custom forms, but I don't see where to do that. I see references to problems with searching this way from earlier versions (e.g. https://github.com/osTicket/osTicket/issues/1494), but I don't see the added fields in the advanced search. Is there a setting that I need to flip to make advanced search capable of searching custom fields?

I installed the 1.9.13 git tag on a test server just for fun, and I do see those search fields there.  Did this change between versions, or am I just doing something wrong?
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Open and Closed tickets list. how to change subject

May 23, 2016, 7:40 am
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Hello so Ive noticed that in the lists where you can see all of your open and closed tickets the subject line says open or closed or resolved, how do I change that subject line when creating a ticket so that it has like my selected device as the subject line to more easily find tickets?
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Synology - setting up crontab

May 26, 2016, 3:22 am
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Hello,

I've just install the lastst version of osTicket.

In order for the system to retrieve the tickets, I'm trying to do it via crontab.
I did :


edit /etc/crontab
Add the line : */5 * * * * root /usr/bin/php /volume1/web/osticket/upload/api/cron.php
Restart the daemon : /usr/syno/sbin/synoservicectl --restart crond

But
nothing. When I activate auto-cron, the e-mails are fetched (so no
problem with the e-mail configuration), but doesn't seem to work with
crontab.

Did I miss something somewhere ? (need to edit cron.php or else ?)

Thank you !!
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Two installations, only one works

May 30, 2016, 2:23 am
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Hi,

I have two OsTicket v1.9.12 installations in my hosting.

Both work without problems with PHP set to 5.4.

I have a new app that requires PHP 5.5, and when I set PHP to 5.5 one of my OsTicket installations stop working.

It doesn't display any errors, just a blank page.

Can you help me?

Thank you in advance.

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osTicket 1.9.12 - Can't print some tickets

May 25, 2016, 12:43 am
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Hi,

when I try to print tickets, it says "File not found" and it's impossible to print them

I've the problem only with some tickets, not all the tickets (and I have more than 65,000 tickets)

What is the problem?
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Everything works but I get Mailer Error in System Logs

May 20, 2016, 6:27 pm
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Hello everyone!

I have setup IMAP e-mail and SMTP outgoing mail using my mail server (Postfix on ISPconfig 3) and everything works fine.
Mails get picked up, ticked is being created based on them and uses are getting e-mails - but some reason I have these entries in System Logs:

'Mailer Error
Unable to email via SMTP:mail.mysite.com:25 [support@mysite.com] Failed to add recipient: user@his_domain.com [SMTP: Invalid response code received from server (code: 454, response: 4.7.1 : Relay access denied)]''

I probably should note that I've setup osTicket cron in Debian successfully.
osTicket version: v1.9.12
What am I doing wrong?
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Issue with Statics and help topic - [Dashboard]

May 31, 2016, 12:57 am
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Hello everyone,

My osticket version is the v1.9.11 and my problems are 2.

I'm going to put examples to see it easier. 

We have 1 ticket created with support help topic and we want to change it to systems help topic because we want to improve the statics and see better data okay... It actually don't change, the ticket stays on the same position on the "Dashboard > Statics" but the help topic is actually changed. The only way to make it properly work is creating the new ticket on the correct topic...

Another thing inside this problem is that every cell has a 1, we don't know why. 

image

The other problem is that my user can't see the statics. I tried another user on my pc and it simply works... There are no differences between David an me, for example.

image

In summary, if I change the help topic once the ticket is done, it doesn't work.

One user doesn't see the statics.

Thank you, Jose.


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Mails Import Date

May 31, 2016, 2:43 am
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Hi,

Is there a way to import mail into the ticket system preserving the date of when the email was sent?

I can't seem to be able to find a feature that lets it preserve the date.

Thank you.
-AOS.
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Editor for email templates doesn't work

May 31, 2016, 3:49 am
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Hello,
ich have an issue with using the editor for email templates. I can edit templates when in "normal" mode, but when i switch to code it doesn't work. All changes I do in code mode won't save. Any ideas?

Thanks
Julia
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Problem with emails - Authentication

June 1, 2016, 3:42 am
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Hi,

I'm using the 1.9.12 version of osTicket

For my installation I've set up 34 emails with the auto fetch

The problem that I have now is that some of the our replies aren't sent to customers

I've thought it was for the SMTP server that I've specified in the configuration

My SMTP wants the authentication, and now comes the problem:

My SMTP authentication is different from the authentication of all my emails but we have only 2 fields where to type the credentials (see attachment)

If in these 2 fields I type the authentication for retrieve the email, the system gives me error about the authentication of SMTP

If in these 2 fields I type the authentication for SMTP server, the system gives me error about the fetching of the email

How can I remedy to this problem?

Thanks
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System will not email user notifications of new ticket, or of Agent replies in tickets

May 25, 2016, 10:32 pm
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osTicket Version v1.9.12 (19292ad) 
Web Server Software Apache
MySQL Version 5.5.42
PHP Version 5.5.30

My Issue:
1. When a new ticket is created, the user is not notified by email that a ticket is created. 
2. When an Agent replies to a ticket, the user is not notified by email that a response has been given to the ticket

NOTE: All other notifications to the Agent (ticket creation, etc) are emailed. 
through email diagnostics, the system is sending email perfectly to any email address. 

I tried to post some settings I have in my system, but the forum said the post was too long. 
I made a pastebin of the settings I thought may help analyze my account, if that helps at all: 

Any help is very appreciated! 

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Insert Link

June 1, 2016, 7:24 am
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Hello,

In osTicket 1.9.1, when I wanted to insert a link I would go to Insert Link and choose one of the available links. Now, after updating to 1.9.2, the drop-down list is gone. Is that intended or something's wrong with my setup?

Thank you.
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traduction problem

May 31, 2016, 11:56 am
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hello i have a problem with ostcket I installed the package through the menager aplication of my hosting but when he goes to copy the file to its it.phar, osTicket folder does not work anymore always displays a blank page by checking the php module is setting the phar what can be properly enabled how can I fix

I osTicket 1.9.12 with pher files downloaded from the official website a few days ago hosting provider Netsons php version 5.5

thank you
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