Hello Helpful People!
We currently are using osTicket to retrieve email from a dedicated inbox. It's been working great for the past several months and haven't had many problems until now. We noticed that some emails are being processed (moved into the processed folder) but osTicket isn't making them into actual tickets. It's not happening constantly but enough to be noticed. We had this happen once last month, that's when I turned on debug logging and turned off all ticket filters so I can see if the system will tell me anything about this. We had this happen again twice on Monday but the debug log didn't show anything about it.
One possibility is that the emails that aren't being made into tickets have only been (so far that we've seen) auto-generated emails that come from our SharePoint page from users requesting user accounts. The emails always start with "Associate Termination:" or "New Email Account:" but ends with a different word/name each time. Is it possible the ticketing system is confusing the first few words and thinking it already made a ticket and it ignores it?

I'm not completely verse in this system so please be patient and ask me as many questions as you need!

See attached photos for osTicket info and Email settings. The "System Logs" just show "Cron Job executed" during the time it retrieved the email and moved it to process. It's running on a Windows Server 2012 R2 system. Please let me know if you need anything else.

↧

Square like character when print ticket as PDF

September 23, 2014, 10:06 pm

≫ Next: Admin is not able to perform delete operations

≪ Previous: Some email not creating tickets

When i'm trying to print my ticket as PDF i get this weird square all over the pages. But if i copy that square into another text editor like Notepad then it showed up just fine. That text is in thai language so i guess it must be problem with encoding or mPDF. Any advice on how to fix this? thanks.

↧

Admin is not able to perform delete operations

October 27, 2017, 6:46 am

≫ Next: Can department signatures contain ticket variables

≪ Previous: Square like character when print ticket as PDF

Hey,

When I installed the the OsTicket version 1.9 on my linux server it was working nice and fine,but all of a sudden the admin user is unable to delete anything like users, staffs, tickets etc.

↧

Can department signatures contain ticket variables

November 1, 2017, 10:25 am

≫ Next: Email trouble after server migration

≪ Previous: Admin is not able to perform delete operations

Can department signatures contain ticket variables, such as something like below

Support Department,
A reminder, your ticket is currently: %{ticket.status}

↧

Email trouble after server migration

November 4, 2017, 10:00 am

≫ Next: Font not woking when import from ADs

≪ Previous: Can department signatures contain ticket variables

I’ve migrated our
Osticket v1.9.12 from a dedicated Ubuntu 14.04 server to FreeBSD 11.1
and I am not able to send or receive emails.

server info: https://imgur.com/a/JP9YD

Sending:

When sending a test
under Admin panel > emails > diagnostics it reports as “sent
successfully” and indeed it does, but according to the mail server
logs it osticket is sending it it from www@helpdesk.domain.com
which causes the below error

Nov 4 12:23:34 mx01
postfix/smtpd[30057]: NOQUEUE: reject: RCPT from
c-xx-xxx-xxx-1xxhsd1.xx.myispnet[xx.xxx.xxx.xxx]: 550 5.1.0
<www@helpdesk.domain.com>: Sender address rejected: User
unknown in virtual mailbox table; from=<www@helpdesk.domain.com>
to=<test@ypcr.com> proto=ESMTP helo=<helpdesk.domain.com>

How can I get
osticket to send from the address SMTP is configured as?

smtp settings: https://imgur.com/fqYRLdP

Receiving email:

I can’t seem to
pin point the cause, this is showing in the osticket logs.

error: https://imgur.com/a/CI9ju

Any help would be great.

note: domain.com = my actual domain.

Thanks,

Tim

↧

Font not woking when import from ADs

October 25, 2016, 8:02 pm

≫ Next: Organisation Super User

≪ Previous: Email trouble after server migration

Hi Guys,

I was import user form ADs it's dose work but when I testing create ticket I found the problem "From" column was shown "..." on agent page, see picture below.

When I goto phpmyadmin to see what happen, I found "name" field it's wrong character.

But when I log-in on client page and name it was show correct.

Please advice for this problem.

Thanks in advance.

↧

Organisation Super User

November 7, 2017, 9:17 am

≫ Next: Not search in the Cyrillic

≪ Previous: Font not woking when import from ADs

Is there any way for an end user who has been assigned to an organisation to become a "super user" to allow them to access all tickets logged for their organisation

↧

Not search in the Cyrillic

November 7, 2017, 11:45 pm

≫ Next: Slow Performance when saving tickets. v1.9.12

≪ Previous: Organisation Super User

Hi!

The system does not search for the base in the Cyrillic.

What to do?

↧

Slow Performance when saving tickets. v1.9.12

November 20, 2017, 7:43 am

≫ Next: CSRF TOKEN VALIDATION ERROR AND SESSION VARIABLES

≪ Previous: Not search in the Cyrillic

Hello everyone,

I am having the following issue when creating a new ticket or updating an existing one It takes a long time for the system to be updated.

Currently I am running osTicket v1.9.12

PHP version: 5.6.30

Any suggestions?

↧

CSRF TOKEN VALIDATION ERROR AND SESSION VARIABLES

November 20, 2017, 9:35 pm

≫ Next: Issue upgrading from 1.9.16 to 1.10.1

≪ Previous: Slow Performance when saving tickets. v1.9.12

Hello OSTICKET TEAM,

I am using version 1.9.4. I am having problem in login in internet explorer. The csrf token validation not working in ie and the session variables are also unavailable after http redirection.

Please give solution.

↧

Issue upgrading from 1.9.16 to 1.10.1

November 22, 2017, 7:46 am

≫ Next: File Upload Not Working

≪ Previous: CSRF TOKEN VALIDATION ERROR AND SESSION VARIABLES

Hello all,

I have really bad problems with upgrading from 1.9.16 to 1.10.1.
I have running a LAMP-Server (Linux, Apache, MySQL, PHP) with the following version:

osTicket Version     v1.9.16 (f4a172f)
Web Server Software     Apache
MySQL Version     5.5.58
PHP Version     5.6.30-0+deb8u1

I did a snapshot with VMware of my virtual machine (to get back to the running version before upgrade) and followed this instruction, as recommended:
http://osticket.com/wiki/Upgrade_and_Migration

... Copied the upload-folder to the web-folder... overwriting the existing files... restored the old ostconfig.php...

BUT everytime I try to reload my website (in order to run the upgrade-wizard) I get an error! OSticket isn't running anymore (www.webserver.de). Further: If I try to open www.webserver/setup, the system responds, that OSticket is already installed.

I can also provide some logs if needed. (but which?)

Can somebody help me here? I spent a lot of time with troubleshooting.. without any success. I'm confused. :(

Thank you very much for help!
Samuel

↧

File Upload Not Working

November 22, 2017, 12:09 pm

≫ Next: File migration error on 1.9.9

≪ Previous: Issue upgrading from 1.9.16 to 1.10.1

Having an issue with OSTicket v1.9.12.

Can't seem to upload any kind of file when opening a ticket. This is only on IE11. Tested in Chrome and it works with no issues however I need this to work in IE11 as well. Some reading has led me to believe that this won't work in IE11 due to some compatibility issues with Java, but I figured I'd ask anyway.

When trying to upload a file I either get the hanging upload bar that never completes or the undefined400 error message.

Any help would be greatly appreciated.

Thank you.

↧

File migration error on 1.9.9

June 30, 2015, 10:15 am

≫ Next: recipient.ticket_link - Only working half the time

≪ Previous: File Upload Not Working

Just caught the error below and now php manage.php file migrate --backend D --to F won't run (PHP Fatal error: Call to a member function logError() on a non-object in /opt/osticket/upload/include/class.error.php on line 33). Did the cron job collide with autocron? Any ideeas how to fix this / verify database?

Jun 30 09:15:04 sme httpd: PHP Fatal error: Uncaught exception 'Exception' in /opt/osticket/upload/include/class.orm.php:224 Stack trace: #0 /opt/osticket/upload/include/class.sequence.php(165): VerySimpleModel->save() #1 /opt/osticket/upload/include/class.sequence.php(50): Sequence->__next(6) #2 /opt/osticket/upload/include/class.config.php(648): Sequence->next('######', Array) #3 /opt/osticket/upload/include/class.topic.php(207): OsticketConfig->getNewTicketNumber() #4 /opt/osticket/upload/include/class.ticket.php(2754): Topic->getNewTicketNumber() #5 /opt/osticket/upload/include/class.mailfetch.php(762): Ticket::create(Array, Array, 'Email') #6 /opt/osticket/upload/include/class.mailfetch.php(810): MailFetcher->createTicket(2) #7 /opt/osticket/upload/include/class.mailfetch.php(890): MailFetcher->fetchEmails() #8 /opt/osticket/upload/include/class.cron.php(25): MailFetcher::run() #9 /opt/osticket/upload/scp/autocron.php(64): Cron::MailFetcher() #10 {main} thrown in /opt/osticket/upload/include/class.o

↧

recipient.ticket_link - Only working half the time

December 17, 2017, 11:46 pm

≫ Next: Staff session expires after 10-15minutes, once a day

≪ Previous: File migration error on 1.9.9

Hi.

The recipient.ticket_link is not working properly.

The link sends the end user to the correct ticket only half the time, the other half the user is sent to the login screen.

The odd part is: This is happening every other time the link is clicked.

Explained in detail:

1st link click: User is sent to ticket

2nd link click: User is sent to login screen

3rd link click: User is sent to ticket

4th link click: User is sent to login screen

5th link click: User is sent to ticket

6th link click: User is sent to login screen

and so on...

Installation details:

osTicket Version | v1.9.3 (bba9ccc)

Server Software | Apache/2.4.10 (Debian)

PHP Version | 5.6.30-0+deb8u1

MySQL Version | 5.5.58

.\ Lars Olsen

↧

Staff session expires after 10-15minutes, once a day

December 17, 2017, 11:57 pm

≫ Next: Can't upload attachments from UI

≪ Previous: recipient.ticket_link - Only working half the time

Hi.

Now the time has come that this annoyance has lead me to post here, in hope of getting in resolved.

One time each day, usually between 8 and 8:30 in the morning, always 10-15minutes after initial login, our Staff sessions expire triggering a new login.

It happens to everyone, regardless of browser. We can be in the middle of replying to a ticket (a long reply if you're really lucky) and then when pressing the submit reply button, we get sent to the login page and the reply is gone. Or just browsing between tickets. It doesn't matter what we are doing really, the session just expires whitout warning... But only once a day.

Does anyone have some clue to what is going on here?

Installation details:

osTicket Version | v1.9.3 (bba9ccc)

Server Software | Apache/2.4.10 (Debian)

PHP Version | 5.6.30-0+deb8u1

MySQL Version | 5.5.58

.\ Lars Olsen

↧

Can't upload attachments from UI

December 22, 2017, 7:33 am

≫ Next: Email reply not appear inside osTicket system

≪ Previous: Staff session expires after 10-15minutes, once a day

Hi,

We're running osTicket 1.9.4 on our VPS (managed through cPanel and WHM) and we're having trouble uploading ticket attachments from the UI. Trying to send them as email attachments works perfectly.

osTicket info:

This is an interesting entry from the apache error_log:

[Fri Dec 22 17:26:11.056873 2017] [cgi:error] [pid 127831] [client 93.99.117.83:49285] AH01215: PHP Deprecated: Automatically populating $HTTP_RAW_POST_DATA is deprecated and will be removed in a future version. To avoid this warning set 'always_populate_raw_post_data' to '-1' in php.ini and use the php://input stream instead. in Unknown on line 0: /usr/local/cpanel/cgi-sys/ea-php56, referer: https://----.co.uk/

Please let me know if there's any info you'd need for helping us figure this out.

Thanks!

↧

Email reply not appear inside osTicket system

October 24, 2014, 7:43 am

≫ Next: invalid redirection setup on install - SOLUTION

≪ Previous: Can't upload attachments from UI

Hello,

I am not sure if this feature is available or not. But I am facing a problem. Here I am explaining by example:

1. User create a ticket.

2. I am staff member and I receive email and also I can see the ticket inside my osTicket staff panel.

3. Now I reply via osTicket system to the user. Now the user receives email.

4. Than user replies to the email. User is not writing inside osTicket system but user replies via email.

4. Now I cannot see the reply inside osTicket system. I can receive email. So my other staff members cannot see.

I like to add the email reply to osTicket system. I set SMTP and POP settings but still not working.

Any help on this?

↧