Like many users on this forum, I'm having trouble increasing the maximum attachment size of rend users. I have updated our php.ini file and ensured that the custom settings were reflected in the output of phpinfo(). Unfortunately, nothing has changed in the admin panel and we are unable to update the maximum attachment size.

I read somewhere that you need to restart your web server, but that's not an options for us since we are using a shared hosting environment. How can we make OS Ticket recognize the updated PHP settings? Or am I missing a step somewhere?

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Attachment via API, using PHP

July 29, 2016, 12:46 am

≫ Next: Cannot give name to user

≪ Previous: Incraese Attachment Size (php.ini already updated)

Hello,

I did as in the demo:

# Originally authored by jared@osTicket.com

# Modified by ntozier@osTicket / tmib.net

# Attachments fixed by ddhnote@gmail.com

but I get HTTP code 404 ( if I ignore the attachment option, all is good )

Please advice,

Daniel

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Cannot give name to user

July 29, 2016, 1:13 pm

≫ Next: Reply to case by email does not always update case.

≪ Previous: Attachment via API, using PHP

Hi! I'm brand new to osTicket, looking to use it to keep track of my own personal projects and tasks with related attachments so that I can view relevant information later on.

I have a new install as of last night and I set up a couple of users, but I cannot seem to set a name for them.. I've tried everything that I know to do, so I can only imagine that it's a bug? The attached screenshots should give a very precise demonstration of what's happening.

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Reply to case by email does not always update case.

August 2, 2016, 3:41 am

≫ Next: Opening ticket hangs in browser

≪ Previous: Cannot give name to user

Running

v1.9.14

When user updates case by email, the case os not always updated. Isn't it supposed to go from "answered" to "open" and update the case when replying by email?

I think it might be because of an international prefix in the subject (SV: instead of RE:)

Just a guess...

Regards, Lars.

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Opening ticket hangs in browser

August 2, 2016, 9:05 am

≫ Next: searching tickets

≪ Previous: Reply to case by email does not always update case.

Whenever I click on a ticket link (that leads to http://myhost.com/scp/tickets.php ), the screen goes greyed,, an orange progress bar appears at the top and hangs half way through. Hitting ESC or refreshing the page does complete the screen and opens the ticket...

This behavior started after updating from 1.6 to 1.9

Thanks

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searching tickets

August 3, 2016, 6:01 am

≫ Next: Having issue to setup email for OST

≪ Previous: Opening ticket hangs in browser

Hi all,

used version: 1.9.12
I have some issues concerning the serach function:

- it seems that it is searched for whole keywords and not for substrings. Is that true?
- it seems that only keywords of a length that is at least 4 characters. Is that true?
- keywords are OR-combined in the search. Is it possible to combine them with AND?
- it is only serched for the full keywords. Is it possible to search for substrings?
- is it possible tor search for strings instead of keywords?

Thanks in advance!
brk

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Having issue to setup email for OST

August 3, 2016, 1:43 pm

≫ Next: Unable to lock the ticket.

≪ Previous: searching tickets

OST version: v1.9.14

I am trying to setup Fetching Email via IMAP or POP with my business email that is setup with gmail.

But after all setup, i'm getting this message .

POP3 connection broken in response
This is the setup I have now:Hostname Port Number Mail Box Protocol — Select protocol — IMAP + SSL IMAP POP + SSL POP Fetch Frequency minutes Emails Per Fetch emails

Any Idea what might cause the issue and what I need to do to solve it?

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Unable to lock the ticket.

August 4, 2016, 1:04 am

≫ Next: Create ticket from e-mail

≪ Previous: Having issue to setup email for OST

Hello,

Just moved OS installation from one server to another (copy os folder and dump/restore db) and on new one receive subject then try to answer to ANY ticket!

osTicket v1.10-rc.3 (907ec36) — Up to date

Server nginx/1.9.11

MySQL 5.5.49

PHP 5.6.21

all needed php extensions are installed

ost_lock table is empty

lock_id column at ost_tickets table is zero for all records...

can someone help me?

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Create ticket from e-mail

July 12, 2016, 6:58 am

≫ Next: Rich-Text-Editor - undefined

≪ Previous: Unable to lock the ticket.

Hi,

I really hope someone answers this query of mine.

I set up osTicket (v1.9.14) and email is working fine.

OsTicket system is able to send email/alerts to clients and the admin after tickets are created.

I want the functionality where the system should automatically create a ticket if my client sends an email to : support@partnet.ma

It should automatically create a ticket in the system and this client should also get a usual reply with the ticket number

So, basically I want both methods: ticket creation via web and ticket creation by sending email to support@partnet.ma

Kindly help me at the earliest.

Thanks a lot

Hassan SALMANE

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Rich-Text-Editor - undefined

August 5, 2016, 1:41 am

≫ Next: Adding existing users to existing organizations

≪ Previous: Create ticket from e-mail

Hello everybody

We have our osTicket updated from 1.7.0 to 1.9.14.
When I click on table, everything is undefined.
Does anyone have any idea why?

best regards

osTicket-Version     v1.9.14 (8b927a0) — Up to date
Server-Software     Apache
MySQL-Version     5.5.39
PHP-Version     5.5.16
PHP-Erweiterungen
gdlib     YES Wird für die Bildmanipulation und PDF-Druck verwendet
imap     YES Wird für den E-Mail-Abruf verwendet
xml     YES XML API
xml-dom     YES Wird für die HTML E-Mail-Verarbeitung verwendet
json     YES Verbessert die Leistung beim Erzeugen und Verarbeiten von JSON
mbstring     YES Dringend empfohlen für nicht-westeuropäische Sprachinhalte
phar     YES Dringend empfohlen für Plug-ins und Sprachpakete
fileinfo     YES Wird verwendet, um Dateitypen für Uploads zu erkennen
PHP-Einstellungen
cgi.fix_pathinfo     "1" wird empfohlen, wenn AJAX nicht funktioniert
date.timezone     Eine Standard-Zeitzone festzulegen, wird dringend empfohlen
Datenbankinformationen und Nutzung

Installierte Sprachpakete
Deutsch (German) — de_DE   Verifiziert
Version: 145919, Erstellt: Mon, 28 Mar 16 20:25:31 +0000

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Adding existing users to existing organizations

August 8, 2014, 9:27 am

≫ Next: Send email ticket alert to Team

≪ Previous: Rich-Text-Editor - undefined

Am I doing this all wrong? I have a fairly new osTicket set up. I have some users installed and have created some organizations. What I can not figure out is how to add users to an organization once the user and organization are created. Also is it possible to move a user from one organization to another without moving their old tickets? ie: Employee moves from one client company to another....

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Send email ticket alert to Team

August 4, 2016, 3:01 pm

≫ Next: Questions about ticket transfer.

≪ Previous: Adding existing users to existing organizations

hi, please help me with this,

i create 5 agents, those agents was assigned to a department and a Team.

now, I create a help topic, I assigned this topic to that department and in Auto-Assign to I assign to the TEAM and when a ticket has been created the alert is not sent to the Team members.

But if I select Unassigned, the email send to the all Department members and they get the email.

Now I need to create different Teams, some Agents are in multiple Teams.

what I have to do to send the alert to the Team and not to the Department.

or how to assign an Agent to multiple Departments.

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Questions about ticket transfer.

August 4, 2016, 10:01 pm

≫ Next: Bug: Editing Pages in HTML mod wont save

≪ Previous: Send email ticket alert to Team

I use osTicket 1.9.14 - PHP 5.4 and am facing some problems, my scenario is as follows:

- Department 1 -> Agent 1

- Department 2 -> Agent 2

The "Department 1" is main, so all tickets will first pass through it, and then be transferred. When a customer creates a ticket it is going to the "Department 1" when the "Agent 1" the "department 1" transfers the ticket without giving any response, the ticket is transferred to the "department 2" and members of " department 2 "receive a notification that the ticket was transferred to them, now the" agent 1 "the" department 1 "give an answer to the ticket before transferring it, the ticket and automatically assigned to the" agent 1 "because it who gave the answer and after that when the "agent 1" will transfer the ticket to the "department 2", the ticket fact be attributed to the "agent 1" members "department 2" did not receive the notification by email that the ticket was transferred to them in the department 2.

- What it is needed for the "department 2" receive message "alert transfer" even if the ticket is assigned to the "first agent" department 1 "?

- Is there any way ticket be transferred and assigned to the department at the same time for the "Agent 1" no longer have access to the ticket?

Thanks for attention.

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Bug: Editing Pages in HTML mod wont save

April 25, 2016, 7:20 pm

≫ Next: Change next ticket_id

≪ Previous: Questions about ticket transfer.

Editing Pages in HTML mod wont save. But if you click html and and make changes and then switch back it will save correctly

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Change next ticket_id

August 8, 2016, 3:40 am

≫ Next: SMTP Mail Sending Problems

≪ Previous: Bug: Editing Pages in HTML mod wont save

Hi,

Is it possible to change the next ticket_id in the php, as I have reset all of my tickets, and the ids and numbers don't match.

Many thanks

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SMTP Mail Sending Problems

August 8, 2016, 7:32 am

≫ Next: Email Updates to tickets issues

≪ Previous: Change next ticket_id

Hi Guys, any help is appreciated.

I'm running the latest osTickets v1.9.14
I'm having some issues when trying to send emails through SMTP.

Unable to email via SMTP:outlook.office365.com:25 [sales@part-box.co.uk] Failed to set sender: sales@part-box.co.uk
[SMTP: Invalid response code received from server (code: 530,
response: 5.7.57 SMTP; Client was not authenticated to send anonymous
mail during MAIL FROM)]

When I reply to a Gmail/Office 365 email address, it all works fine.
Sending to a hotmail address just doesn't work and I get the above error in my logs.

the address sales@part-box.co.uk is a shared mailbox, but I have definitely had it sending/working to all email addresses in the past.
It's just randomly stopped working to some address'

I ran a diagnostic test email in osTickets and it came back fine. I've also tried other email addresses with office365 liscenes, still no luck.

Could this be a hotmail retrieving issue?

Default MTA: sales@part-box.co.uk
SMTP status: enabled
Hostname: outlook.office365.com
Port: 25
Authentication: No

Running PHP Ver 5.6.19

Kind Regards,
Sam

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Email Updates to tickets issues

August 9, 2016, 8:39 pm

≫ Next: User-ID with Numbers only

≪ Previous: SMTP Mail Sending Problems

osTicket ver 1.9.14

I have 2 issues regarding email updates to tickets:

Agent email replies to a ticket are not appearing in the client view of the ticket. The attached screen shots are of the same ticket, but from both the agent and client view.
The email replay displays in the agent view of the ticket.
The client also fails to receive a notification that the ticket has been updated.

Can you please assist me in identifying why client and agent versions of the ticket differ, especially when the entries are from email and not the web UI. Client Replies to a closed ticket does not Re-open the ticket.

Our setup is based on email piping. Email flows and routes correctly. However if a ticket is closed and the client replies via email, the ticket does not re-open nor does the agent get notified. If the client replies to the ticket to through the web UI, then the ticket reopens I have checked other forum posts about swapping check marks in 'Manage->Lists->Ticket Statuses->Items-Closed-Properties'. I tried it and did not get the desired results. The swap resulted in a new ticket being created.

As an additional request. Is it possible to change the status of a ticket based automatically on the email that posts the update? For example; I have two statuses. WaitingOnClient and WaitingOnAgent. I would like to have the ticket status changed to "WaitingOnClient" when and agent emails and update or "WaitingOnAgent" when a client emails (posts via the UI) an update.

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