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after upgrade, attachments open into blank page

July 18, 2016, 10:50 am
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This case is similar to http://www.osticket.com/forum/discussion/84193 but I never saw a resolution.  I was able to follow @AR84 comment and use that as a workaround.  Thank you @AR84.  This means that at least a few other people have ran into this problem.  Let me explain the rest of my details for everyone.  I am hoping someone can comment and explain why this workaround was needed, or if there is a better fix available.

I have been using osTicket for over a year now.  I am running Ubuntu 1404 with osTicket v1.9.4.  On Saturday, I upgraded osTicket to v1.9.14.  This is my first time upgrading and the installation went pretty well.  Additionally, I upgraded PHP from 5.5 to 5.6, and this introduced some problems with imap, and ldap that took extra time to figure out.  I resolved the PHP problems and I thought everything was complete. 

I received an emergency call this morning reporting that attachments from osTicket were not opening.  When an agent clicked on any attachment, it opened a blank webpage and nothing would load.  It didn't matter what attachment file type, they all opened into a blank webpage.  Following AR84's post from the above linked ticket, I replaced the  "function getAttachments" section of code from the v1.9.14 version and replaced the section of code from v1.9.4.  The file that was changed is found in /var/www/html/osticket/include/class.thread.php.  This resolved my emergency and attachments are opening once again. 

My question is why did I have to change this section of code? 
Am I removing new security features applied to attachments? 
Did I not upgrade properly?
Is there a better way to fix the attachment problem that I was having? 

I attached the sections of code that was replaced from v1.9.14 and v1.9.4.  I also attached my "Dashboard > Information" and "Settings > Tickets" options.

Thank you for your help.  Let me know if there are any followup questions. 
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Unable to add a new client user

July 18, 2016, 8:48 am
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When trying to add a new user in the pop up box, I get the followign message:
Error adding user - try again!

When I check the error log I get the following:

PHP Warning:  strpos() expects parameter 1 to be string, array given in /opt/test/upload/include/htmLawed.php on line 106, referer: http://10.37.156.219/test/upload/scp/tickets.php?a=open

And this is the information on line 106 of file htmLawed.php:

t = (($C['cdata'] or $C['comment']) && strpos($t, "\x01") !== false) ? str_replace(array("\x01", "\x02", "\x03", "\x04", "\x05"), array('', '', '&', '<', '>'), $t) : $t;

osTicket (v1.9.14)

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Unable to Reassign tickets

July 19, 2016, 2:36 am
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i can't  Reassign tickets, i got the following error "
Fatal error: Call to a member function getStaffName() on a non-object
in
C:\xampp\htdocs\ticket.tvscs.co.in\upload\include\staff\ticket-view.inc.php
on line 1190
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Can't View Tickets.

July 19, 2016, 12:47 pm
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When I click on a ticket to bring up the properties, it shows the action buttons in the upper right but no ticket message.

osTicket 1.10-rc3
PHP 7.0
Lighttpd 1.8.1

Lighttpd error log:
2016-07-19 15:42:59: (mod_fastcgi.c.2695) FastCGI-stderr: PHP message: PHP Fatal error:  Uncaught Error: Call to undefined method QuerySet::findFirst() in /var/www/include/class.dept.php:341
2016-07-19 15:42:59: (mod_fastcgi.c.2695) FastCGI-stderr: Stack trace:
2016-07-19 15:42:59: (mod_fastcgi.c.2695) FastCGI-stderr: #0 /var/www/include/staff/ticket-view.inc.php(117): Dept->isMember(6)
2016-07-19 15:42:59: (mod_fastcgi.c.2695) FastCGI-stderr: #1 /var/www/scp/tickets.php(492): require_once('/var/www/includ...')
2016-07-19 15:42:59: (mod_fastcgi.c.2695) FastCGI-stderr: #2 {main}
2016-07-19 15:42:59: (mod_fastcgi.c.2695) FastCGI-stderr:   thrown in /var/www/include/class.dept.php on line 341

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How to create sub folder of folder in knowledgebasic tap?

July 19, 2016, 7:56 pm
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Dear All,

I want to create sub folder in main folder in knowledge... tap. When I create new folder it always stay the same level.
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E-mail IMAP logon

July 20, 2016, 1:10 am
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Hi! I've used osTicket with large success before, and now I'm setting it up for one of my new companies.
We are using Office 365 with shared mailboxes, and for access shared mailboxes in O365 Exchange we need to enter the username for logon to the shared mailbox like username@domain.tld\sharedmailbox (or username@domain.tld/sharedmailbox) demending on the system, but I get error when try to use this as a username in osticket latest release 1.9.12.

I've testet that this IMAP account working on another email client and phones, so the config is correct on mailserver side..
Is there something in the code of osTicket that prevent us from using a username like that?
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Department from email not used for Alerts to agents

July 20, 2016, 7:09 am
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Server Information
osTicket Versionv1.9.14 (8b927a0) —  Up to date
Web Server SoftwareApache/2.4.10 (Debian)
MySQL Version10.0.25
PHP Version5.6.23-0+deb8u1
I am am seeing what I think is strange behaviour for Alerts sent when an Internal Note is added to an existing ticket. I have the tickets assigned to a Department, called Translation, which has a Department-specific email set in Outgoing email. Instead of the New Internal Note alert coming from the Department-specific email, it comes from the default email for the entire system. The strange part is that when the ticket is initially created, and auto-assigned based on Help Topic, the New Ticket Alert comes from the correct Department-specific address.

I have researched similar problems on this form and it appears related to:

I also found an issue in github:
which I thought was resolved with
I manually checked my: class.dept.php file and I see the new function from 1555 pull request there

I'm now out of ideas why this is occurring.

Thanks for any help or ideas.
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Creating large lists

July 19, 2016, 2:47 pm
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Hi guys,
           Im trying to add a long custom list (1200 items) to latest version os osticket
Manually doing it is impossible and as there is no import I have used phpadmin to upload into the
list_items table.

No issue and its working well on my custom form.
I do however have a issue when trying to update the list within osticket

When i got to manage lists and open my list the items tab is unhappy.
it says 1 - 25 of 1237 list items
but its actually showing all items ...

If i try to save it gives and error saving and every item after item 330 (approx)
has "value required" written in red

So my question is anyone else using a long list and has anyone seen this issue.

cheers
shaun





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Can Agent see only his/team tickets, including closed/resolved?

February 19, 2015, 7:20 am
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How to configure osTicket to let Agent see all his or team tickets (including closed and resolved) and not see tickets assigned to the other staff members or teams?

I found only one option on Agent's account page - limited access. When it's checked - Agent can see only tickets assigned to him, but he can't see his already closed tickets. When it's unchecked - Agent can see all tickets of all Staff, including closed and resolved tickets.

Thanks for your help.
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Tickets reopened by email are assigned to nobody

July 21, 2016, 1:24 pm
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Hi, we are testing osTicket for our company and almost everything is ok, except one bug (or maybe feature :) ).

When agent closes ticket (that was assigned to him) - he can still view this ticket and it is ok.
After that client replies to it by email - ticket reopens automatically, but it is assigned to nobody and agent cannot see this ticker any mone and cannot help our client.

By logic - if client reopens ticket, it should be assigned to an agent that last answered to it.

osTicket (v1.10-rc.3)
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A bug in class.ticket.php blocks full ticket functionality - please update the source code

July 24, 2016, 10:08 am
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I experienced a bug which was produced, most probably, by an old version of osTicket.

Having installed version 1.9.8, my clients submited several issues, but when I tried to open them, I cannot see anything after issue subject.

Upgrading the system to the version 1.10 RC3 didn't solve the problem.

I installed the copy of the system on my local computer and started the debug session and find out that there is a bug as follows:
\include\class.ticket.php file, line 568 time-to-time creates an error as follows: call to a member function getDesc() on string. So, after the code review I made a bug fix as follows:
The code before the fix:

    function getPriority() {
        if (($a = $this->_answers['priority']) && ($b = $a->getValue()))
            if(method_exists($b, 'getDesc'))
        return '';
    }

and the code after the fix:

    function getPriority() {
        if (($a = $this->_answers['priority']) && ($b = $a->getValue())) {
            if(method_exists($b, 'getDesc'))
                return $b->getDesc();
            else
                return (string)$b;
        }
        return '';
    }


Hope such a fix can make the system more stable.

Thx. Vlad.
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Create Ticket API and Attachments

July 25, 2016, 8:28 pm
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I have a WordPress site where I am using a plugin called Formidable Forms. I have created this form and used an action hook to post to the osTicket API, which works with the exception of attachments. The attachments are uploaded to a Amazon S3 bucket before the form is submitted. Every time a ticket is created, there is no attachment. I did error checking and haven't come up with anything. When you've been looking at code for hours, you need an extra pair of eyes to see what you are doing wrong. Any help is greatly appreciated. Below is the attachment portion of my code.

    if ($form_id == 11) {
        $debug = "0";
        $config = array(
            'url' => 'https://example.com/api/tickets.json', // URL to site.tld/api/tickets.json
            'key' => 'secretykeypslsiw'  // API Key goes here
        );

        $attachArray = array();
        for ($i = 0; $i < count($_FILES['file141']['name']); $i++) {
            $name[] = $_FILES['file141']['name'][$i];
            $type[] = mime_content_type($_FILES['file141']['name'][$i]);
        }        
        $month = date('m');
        $day = date('d');        
        for($x=0;$x<count($name);$x++) {
            $attachArray = array( $name[$x] => "data:$type[$x];base64;" . base64_encode(file_get_contents("https://s3.amazonaws.com/my-assets/wp-content/uploads/$month/$day/$name[$x]")) );
        }

        $data = array(
            'attachments' => $attachArray
        );
    }
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FAQ's Not Displaying in Admin Panel

July 25, 2016, 11:03 pm
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Hi Guys

Just installed 1.10-rc3 in a development environment and have noticed that after creating my first category and then going to FAQ to add a new FAQ to that Category there are no Categories listed.


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error "500 - internal server error" after posting replay on a ticket

July 25, 2016, 4:26 am
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Hi, so basically my problem is after i am posting a reply on a ticket i am receiving an error page (internal server error)

is there any way to fix it ????
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Unable to save attachments received from PEC emails

June 24, 2016, 2:26 am
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Hi,

I'm using the latest version of osTicket and I've noticed that if I fetch PEC emails, the attachments is not saved

The error is:

filename.pdf: Impossible to save file

The max size for attachments is 16MB (we have no problem with other pdf files)

The other attachments received from normal emails (and not PECs) are saved correctly and can be viewed

Why I have this problem?
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[SOLVED] Time off by 1 hour

July 26, 2016, 9:16 am
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This is probably a simple fix, something I have missed. I have osTicket running on a Ubuntu server (v14.04) and from the command line in ubuntu the time is correct (Example 12:12pm) but when I create a ticket or reply to a ticket in osTicket its off by an hour (11:12am) . The settings in osTicket (Settings > System) are set to the correct time zone (-5 for Eastern) and I have tried with and without the daylight savings time setting with no change. Is there another setting somewhere I am missing? Thanks!
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Knowledge base shows wrong date

July 26, 2016, 7:03 am
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Hello experts,
I have a few knowledgebase articles in there now and I see that it shows the wrong date for when it was last updated. Instead of this it shows everywhere Fri, 15. Apr 2016 12:21.
This happens only for the customer who is not signed in, agents who edit the article see the right date.

What do I have to do to fix this?
I am not a programmer so please tell me what file, line and what has to be done there.

Thank you very much in advance!
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Draft Saving Problem only seen in Firefox

July 26, 2016, 4:20 pm
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Hi Forum, 

I'm having a strange issue.
When using osTicket via Firefox, typing out a response to a ticket or just typing out anything, the cursor jumps from where you're typing to be 
back at the top every time is saved. 

This doesn't happen when using Chrome... 

Does anyone know how to turn off drafts? 

Thanks
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New ticket form not displaying

July 26, 2016, 6:44 pm
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User panel, number of tickets in brackets.

July 27, 2016, 3:15 am
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Hi All,

I know this is the forum for 1.9, however I am trying 1.10 rc3 and have a minor gripe.

When a user logs in, at the top right of the page where it has the Tickets (1) - Sign out buttons, the tickets in brackets number appears to be all the users tickets open and closed. Is it possible to alter this so that only the users open tickets are shown in brackets?

Thanks
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