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User-ID with Numbers only

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Hello,

I hope you guys can help me. Every new User here gets
an AD-User with Numbers only. We use the LDAP Plugin and want the Users to use their AD-User name.
It works fine with old Users but the new Users with User-ID's (like 1005764)
can't Login. Even when I deactivate the LDAP Authentication and make a local
User with the same Login-ID it doesn't work. Does anyone have a Idea how i can solve this?

We use the Version 1.9.12.

Thank you! 


406 Not Acceptable Issue On Osticket 1.9.x

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Hi,

Since last month that is June. I had been facing an issue of "406 Not Acceptable" when submitting ticket to customers by admin.
This was random. Sometimes it worked and sometimes it didn't.

This was irritating. Because this was support and we cannot compromise on that.

I also followed similar topic on this discussion:

But no proper solution was given. On above topic as well.

I even contacted my current host Godaddy. They said problem is with the software. So i myself decided to look into the problem.

On investigating i compared to forms which was getting successfully submitted and one which was giving 406 error.
On comparison i saw the all things were same except the actual message.

In one message i had not added canned message and in one i had added.
The one in which canned message was there was getting successfully saved.
Also worked when adding last message.

Also i checked in the message in which there was no canned message / last message. There were no closing tags.
like </p> or </br> 

So i clicked on source and added a <br> at end of message. And then 406 not acceptable message did not come. It was successfully submitted.
Now i can submit the tickets. But this is not good for clients. I as a developer can do this. But not customers.

I have attached images for reference.
It would be helpful if some admin can help me to solve this issue. As it seems issue with osticket not adding closing or line break tags in editor.



imageimageimage

Deferred / Pending Tickets?

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How do you defer a ticket to be worked on later / waiting on something?

I tried creating a Pending status, I've been having our team mark tickets as Pending, and putting a Due Date into the future so that it takes them out of the "Open" tickets bucket, but it looks like the tickets are just staying Pending when the due date expires?


Tickets assigned to department but no Agent Email All

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When we create tickets and assign them to a department, but no particular agent, an email is sent to every single agent in our ticketing system that a ticket is created, not just the members of that specific department?

Access Denied

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Hi,
I install osticket v.1.9.12 at Ubuntu 16.04.1 LTS. 
Installation run smoothly.

All required are filed.

Once i tried logging in at http://localhost/helpdesk/scp and input my username and password i got an "ACCESS DENIED" message.

here are some info of my system
osticket v.1.9.12
Ubuntu 16.04.1 LTS
php 5
mysql 5.6

thanks

Unable to Import Users with cvs file

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Hi, I am trying to import around 35 users on a cvs file, but it´s not working no matter the format I try.

I tried using creating a cvs file with four columns : Email, Name, Phone, Internal Notes as the import help text says. However, it fails with an error saying the system was unable to map the info to the users fields, in spanish (Email;Name;Phone: Incapaz de encabezar el mapa a un campo de usuario).
I also tried using a cvs file with all values separated by comma in just one column, and it didn't work either. What am I missing here...?

General Info:
Osticket latest version 1.9.7
Spanish Language

Best Regards,

Marvin M

No Subject w/Custom Form

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I will start off by stating I am using mainly the 1.10RC.3 but I am testing with several versions and seem to be having the issue across all of them. Also, I have been unsuccessful in locating anything similar to my issue.

I have created a basic custom form (see Image 1) to use for a specific help topic. In the help topic (see Image 2) I changed to use the new form and unchecked the normal Summary list items (Issue Summary, Issue Details, Priority Level) since they are not needed (all information required is included on the form).

(Image 1)
image

(Image 2)
image

Now once I create a ticket using this new form it ends up creating a ticket w/o a Subject (see Image 3). I attempted to fix this by creating an 'Issue Summary' in the custom form with the same settings/info as the Issue Summary in the included Summary form but this still does not work. 

(Image 3)
image


Long story short, is there a way I can force a specific Subject based upon the Help Topic w/o needing to include the Issue Summary in the form as well?


osTicket Version v1.10-rc.3 (907ec36)
Web Server Software Apache
MySQL Version 5.1.73
PHP Version 5.4.45

List Usage | Real Examples?

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I am wanting to try and use lists within custom forms but I am having issues trying to figure out how they work. Can anyone provide a simple explanation as well as a real world example? Maybe they won't work for me in my situation but I feel they could be useful if I could get my head around how they work.

cannot find user directory?

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I'm looking for the list of all clients/users in our osTicket system. I know most of our clients have registered and/or are in the system, but I can only lookup the company staff in osTicket and cannot find a list of the clients anywhere.

When I search for solutions on the web I keep seeing mentions of a "user directory" where all clients/users are supposed to be listed and can be managed, but when I look for that directory in the osTicket folders I cannot find any such directory, nor can I find it in osTicket itself.

Does a "user directory" even exist? Where is it? Where do I find the list of clients?


Agent limit user view

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Hi Guys,
can i limit viewing list users for organization?

example:
Agent1 ---> can view only user organization 1 not 2
Agent2 ---> can view only user organization 2 not 1

Best,
Alessandro

Ticket view automatically brings me to end of page when opened

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When I click on a ticket number, the ticket page loads, and the browser takes me to the end of the page automatically. It's as if there was an anchor tag (which I couldn't find) and the page is taking me there. Is there a way to turn this off so I see the top of the ticket details first?

Email Piping not working

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I transferred my osticket to a dedicated server.
I set the dedicated server up just like it was on my VPS
Email piping is not working.

OSticket version 1.9.12

Server info:
Apache 2.2
PHP 5.5

Permissions set to 755 on pipe.php
forwarder is set to correct location

This is the pipe.php header  #!/usr/bin/php -q

What might I be missing?

Email Mailer Error

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Hi all

Im running the following version of OSticket  v1.9.1

All seems OK - however we are seeing a mailer error when sending email - the email does send however - here are some of my settings

image


This is the error we are seeing when sending email - but like I said the email does send

image

Ive tried ticking and unticking the header spoof option - makes no difference



image

Im not sure if the following is correct but again tried changing and it makes no difference




imageAnyone have any ideas whats causing this - I think the error is related to spoofing but not 100%

Any advice would be great
Thanks

Agent cant see their closed tickets

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Hello all,

I am wondering if there is a way for an agent to see all of their closed tickets in the closed tickets tab. I have been unsuccessful in finding how to make that happen. The user is currently set up to only see their assigned tickets. Any help is much appreciated


thank you

Trouble searching by ticket number

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I have osticket 1.9.14 running on a ubuntu server and all is well except when I try to use the search box with the ticket number it returns ALL tickets - open and closed tickets. Not the one I put in the field. Keyword & User's name searches work fine. I tried with the ticket prefix and without - no change. My ticket format is: NNCC-######  ... Am I missing something simple? Thanks!

impossible open new ticket in scp

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if i try to open a new ticket in scp, blanck pop up an is not bossibile go on...
tryed with chrome, firefox, edge e ie 11.

works with ie8

Some (~5%) emails are not fetched

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Hello,

I am experiencing a weird situation. Around 5% of the e-mails are not fetched. After some struggling I have setup fetching e-mails from the server and also sending e-mails (needed to modify stmp.php file).

So I was finally satisfied, when I discovered (after complains) that some e-mails are not fetched. Possibly also some e-mails are not sent, but this I cannot reall check.

OSTICKET
Version 1.9.14 8b927a0
osTicket Version     v1.9.14 (8b927a0) — Up to date
Web Server Software     Apache
MySQL Version     5.5.49
PHP Version     5.6.21
PHP Extensions: gdlib, imap, xml, xml-dom, json, mbstring, phar, fileinfo
PHP Settings: cgi.fix_pathinfo: "1"
OSTICKET is setup on synology (but not from an app installer, installed manually)

EMAIL SETUP:
Fetching:
Status: Enable
Hostname: imap.1und1.de
Port Number: 993
Mail Box Protocol: IMAP + SSL
Fetch Frequency: 15min
Emails per Fetch: 50
Fetched Emails: Do nothing
Sending:
Status: Enable
Hostname: smtp.1und1.de
Port: 587
Auth: Yes
Header Spoofing: Allow
Just to emphasize this is confirmed to work, so setup is rather out of suspicion.

Incoming Email settings:
Email Fetching: Enabled, Fetch on auto-cron
Accept All Emails: Yes, from uknown too

Report
After complains due to no answer for some tickets I have entered the inbox of the e-mail and started to manual comparing what was fetched by osTicket and what was not. Unfortunately there was no conclusion. Further in the description I will refer to the emails that were not fetched as "the emails".


Troubleshooting:
1. First I though it is during some server update or backup (it is installed on synology), but since it is done in a scheduled matter and the emails' timing were not aligning, I have rejected this theory
2. Then I though it is some banned users or spammers list, but then I discovered it happened many times that one user could send first e-mail, create a ticket get couple of replies and suddenly one e-mail was not fetched. Later the same user could create another ticket. Therefore it could not be related to e-mail address.
3. Then I though there is some (i.e.) signature with full html/js that is being rejected, but again with one user I have done some troubleshooting and he was sending all e-mails from the same PC, same outlook, same signature. One was fetched, another not. So probably not html/js in content
4. I have tried to put back the emails to the osticket by forwarding them (inbox opened as folder in my outlook) then forward, remove my signature, set "reply to" to the address of the person and forward. Then e-mail would pop up in the inbox as continued discussion and hopefully it would be fetched.
4a. while forwarding I have tested this method several times and it worked well, but not always! Of course I was mostly forwarding e-mails that were not fetched, so I think that high rate of failure was related to e-mails
4b. I have been modifying emails in various way to test forwarding/fetching. For example I change format html->rich text / html->text or removed signature or even topic or further modifications. Unfortunately I could not figure out a pattern here. Some e-mail were successfully fetched after forwarding, MOST not.

I have now collected all the emails in a special folder for checking similarities. If the failed forwards should be excluded there are now 11 emails for last 2 months. I have even checked headers, but since I do not know what to look for, I could have missed something valuable.

I would appreciate your hints in solving the issue. You may imagine it is quite annoying to have weekly review if there were any emails not fetched to add them manually.


Search still broken (DB Error #1104)

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Running OST 1.9.6
Web Server:  Apache
MySQL:  5.5.42
PHP:  5.4.39

Somewhere after 1.9.3 or 1.9.4 search has ceased to work.  I can search for say a user name or specific ticket number but I can not search for any meaningful information inside any of the tickets.  For example if I wanted to see what tickets have been opened and deal with Office365 and I try to search for that string, it returns nothing.

DB Error #1104

[SELECT DISTINCT COALESCE(B1.ticket_id, B2.ticket_id, B3.ticket_id, B4.ticket_id) FROM ( SELECT object_type, object_id, MATCH (search.title, search.content) AGAINST ('watson' IN BOOLEAN MODE) AS `relevance` FROM `ost__search` `search` WHERE MATCH (search.title, search.content) AGAINST ('watson' IN BOOLEAN MODE) ) `search` LEFT JOIN (select ticket_id as ticket_id from ost_ticket ) B1 ON (B1.ticket_id = search.object_id and search.object_type = 'T') LEFT JOIN (select A2.id as thread_id, A1.ticket_id from ost_ticket A1 join ost_ticket_thread A2 on (A1.ticket_id = A2.ticket_id) ) B2 ON (B2.thread_id = search.object_id and search.object_type = 'H') LEFT JOIN (select A3.id as user_id, A1.ticket_id from ost_user A3 join ost_ticket A1 on (A1.user_id = A3.id) ) B3 ON (B3.user_id = search.object_id and search.object_type = 'U') LEFT JOIN (select A4.id as org_id, A1.ticket_id from ost_organization A4 join ost_user A3 on (A3.org_id = A4.id) join ost_ticket A1 on (A1.user_id = A3.id) ) B4 ON (B4.org_id = search.object_id and search.object_type = 'O') LEFT JOIN ost_ticket A1 ON (A1.ticket_id = COALESCE(B1.ticket_id, B2.ticket_id, B3.ticket_id, B4.ticket_id)) LEFT JOIN ost_ticket_status A2 ON (A1.status_id = A2.id) WHERE ((A1.staff_id=2 AND A2.state="open") OR A1.dept_id IN (1, 2, 3) OR A1.team_id IN (1, 3) AND A2.state="open")ORDER BY `search`.`relevance` LIMIT 500] The SELECT would examine more than MAX_JOIN_SIZE rows; check your WHERE and use SET SQL_BIG_SELECTS=1 or SET MAX_JOIN_SIZE=# if the SELECT is okay

---- Backtrace ----
#0 (root)/include/mysqli.php(177): osTicket->logDBError('DB Error #1104', '[SELECT DISTINC...')
#1 (root)/include/class.search.php(436): db_query('SELECT DISTINCT...', Object(Closure))
#2 (root)/include/class.search.php(66): MysqlSearchBackend->find('watson', Array, 'Ticket', Array)
#3 (root)/include/ajax.tickets.php(242): SearchInterface->find('watson', Array, 'Ticket')
#4 (root)/include/staff/tickets.inc.php(139): TicketsAjaxAPI::_search(Array)
#5 (root)/scp/tickets.php(492): require_once('/home1/computm1...')
#6 {main}


DB Error #1214

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I recieved this error.. What mean? Its look like fulltext type index..

Its that related to Myisam vs innodb..?i think my current db set as innodb..

[SELECT DISTINCT COALESCE(B1.ticket_id, B2.ticket_id, B3.ticket_id, B4.ticket_id) FROM (
SELECT object_type, object_id, MATCH (search.title, search.content) AGAINST ('HL160017' IN BOOLEAN MODE) AS `relevance`
FROM `helpdesk__search` `search`
WHERE MATCH (search.title, search.content) AGAINST ('HL160017' IN BOOLEAN MODE)
) `search` LEFT JOIN (select ticket_id as ticket_id from helpdesk_ticket
) B1 ON (B1.ticket_id = search.object_id and search.object_type = 'T') LEFT JOIN (select A2.id as thread_id, A1.ticket_id from helpdesk_ticket A1
join helpdesk_ticket_thread A2 on (A1.ticket_id = A2.ticket_id)
) B2 ON (B2.thread_id = search.object_id and search.object_type = 'H') LEFT JOIN (select A3.id as user_id, A1.ticket_id from helpdesk_user A3
join helpdesk_ticket A1 on (A1.user_id = A3.id)
) B3 ON (B3.user_id = search.object_id and search.object_type = 'U') LEFT JOIN (select A4.id as org_id, A1.ticket_id from helpdesk_organization A4
join helpdesk_user A3 on (A3.org_id = A4.id) join helpdesk_ticket A1 on (A1.user_id = A3.id)
) B4 ON (B4.org_id = search.object_id and search.object_type = 'O') LEFT JOIN helpdesk_ticket A1 ON (A1.ticket_id = COALESCE(B1.ticket_id, B2.ticket_id, B3.ticket_id, B4.ticket_id)) LEFT JOIN helpdesk_ticket_status A2 ON (A1.status_id = A2.id) WHERE ((A1.staff_id=1 AND A2.state="open") OR A1.dept_id IN (1))ORDER BY `search`.`relevance` LIMIT 500]

The used table type doesn't support FULLTEXT indexes



---- Backtrace ----

#0 E:\helpdesk\include\mysqli.php(177): osTicket->logDBError('DB Error #1214', '[SELECT DISTINC...')

#1 E:\helpdesk\include\class.search.php(440): db_query('SELECT DISTINCT...', Object(Closure))

#2 E:\helpdesk\include\class.search.php(66): MysqlSearchBackend->find('HL160017', Array, 'Ticket', Array)

#3 E:\helpdesk\include\ajax.tickets.php(242): SearchInterface->find('HL160017', Array, 'Ticket')

#4 E:\helpdesk\include\staff\tickets.inc.php(142): TicketsAjaxAPI::_search(Array)

#5 E:\helpdesk\scp\tickets.php(506): require_once('E:\\helpdesk\\inc...')

#6 {main}

Equipment Error - [object Object] instead of usernames in Dropdown menu

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Hello,

when creating a new equipment item with the equipment plugin for osTicket, I only see [object Object] instead of the possible staff members to assign (see the attached picture for more details).

When I click on one item, I see the real name, after saving the equipment item, but not before.

I already updated to the last version of the plugin, but nothing happened. Could it be a problem from the code? In firebug I saw, that there happens a javascript syntax error, but it should be something different, I think.

Thank you very much in advance for your help.

best regards
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