Auto Assignment Tickets

August 16, 2016, 8:27 am

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Hi,

I've an issue with OSTicket that's not doing the auto-assignment to an Agent our a Team, with filter created.

I've the v1.9.12 on my production Ticket system, but I try the last release v1.9.14 on a fresh install and only make the email cron on cpanel on forwarded email to pipe.php, like I've on the production system.

Anyone have the same issue and can tell me if there's any fix or diferent configuration to solve that?

The idea is auto assign emails sent to support@email.com assign to an Agent or a Team.

Thank you.

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Problem creating scheduled automatic ticket

August 17, 2016, 9:51 am

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I am following this walkthrough to create a scheduled quarterly ticket:http://smart-itc.com.au/osticket-automatic-scheduled-tickets/

I am running OSTicket 1.9.3

I have created the .php file but I cannot get it to run. When I try to run the file I get the following error: Exception: Zend Extension ./createTicketPeriod.php does not exist

I have researched this error and cannot come up with a fix. Any help would be greatly appreciated.

Undeliverable: New Message Alert

August 17, 2016, 1:32 pm

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Whenever I receive a ticket I get this ticket titled "Undeliverable: New Message Alert - then the name of whoever sent it" the email content is attached, labeled "Email Pic"

I just recently took over this position and I thought I totally got rid of the Jeff email but apparently not. Under Settings > Email.  I changed the admin email to my email address but no change. Please help!

I also attached a picture of "about this os ticket installation"

Thanks

Links to a local folder not working

August 18, 2016, 1:44 am

≫ Next: Ticket filter help. Not working as desired.

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Hi all,

we use osTicket 1.9.14 in our Company and we have issues with the FAQ.

Somehow, links to a lokal Folder work at one time and another time they won't. It's really strange.

If I add a link with file://server/folder, I get always a http:// added to the beginning.
I can remove it in the Editor, but if I save the FAQ site, it's still http://file//server/Folder

After a view times trying, it works somehow.

Do someone have the same experiance? Any solution for this?

thanks in advance for help

Ticket filter help. Not working as desired.

August 17, 2016, 10:11 pm

≫ Next: Response by email - no notification to client and only an internal notice

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This is my first question in the forum.

I am using the latest version of OST, 1.9.14.

I have a problem with OSTicket and its Ticket filter option.

The following is what I set in the filter 1 and filter 2

Filter 1 -- User email contains xxx then set priority to high -- Excecution order 1

Filter 2 -- Priority contains high then SLA plan is 24 hours.

So I raise 2 new tickets as follows

Ticket 1 - user email xxx@yyy.com -- The priority becomes high though I did not make any input in the priority but the system does not do my second check where the filter says if priority is high then SLA should be 24 hrs

Ticket 2 - user email as sidd@yyy.com with priority input as high -- Now the ticket checks for my priority and gives me an SLA plan of 24 hours without my giving an input of SLA plan.

My ticket filter is working fine but the dual level is what is not working. How can I overcome this?

Thanks in advance.

Response by email - no notification to client and only an internal notice

August 17, 2016, 10:41 pm

≫ Next: DB Error #1142

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Hi,
if an agent answers a ticket by email, his response only is an internal notice in the system (latest version 1.9.14) and the "customer" doesnt receive this answer by email, doesnt get any notification (auto-reply) that the ticket changed / he received an answer and cant see this answer in the system because it is an internal notice.

I tried everything in the configuration but couldnt find any point to change this behavior? Need help or a hint to change this - get this working.

Thanks for any idea / help!

Walhalla

DB Error #1142

August 18, 2016, 6:37 am

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We have migration to new server and osTicket upgrade from 1.9.12 to 1.9.14

Currently we get errror message  like below.
Any help in solving the problem would be greatly appreciated.

I get this error log:

[INSERT INTO ost_ticket_event SET ticket_id=5751, staff_id='0', team_id=5, dept_id=1, topic_id=27, timestamp=NOW(), state='created', staff='SYSTEM']

SELECT command denied to user ''@'localhost' for table 'ost_form_field'<br />
<br />
---- Backtrace ----<br />
#0 (root)/include/mysqli.php(177): osTicket->logDBError('DB Error #1142', '[INSERT INTO os...')<br />
#1 (root)/include/class.ticket.php(2082): db_query('INSERT INTO ost...')<br />
#2 (root)/include/class.ticket.php(2932): Ticket->logEvent('created')<br />
#3 (root)/include/class.mailfetch.php(787): Ticket::create(Array, Array, 'Email')<br />
#4 (root)/include/class.mailfetch.php(835): MailFetcher->createTicket(1)<br />
#5 (root)/include/class.mailfetch.php(915): MailFetcher->fetchEmails()<br />
#6 (root)/include/class.cron.php(25): MailFetcher->run()<br />
#7 (root)/include/class.cron.php(98): Cron->MailFetcher()<br />
#8 (root)/include/api.cron.php(19): Cron->run()<br />
#9 (root)/include/api.cron.php(12): CronApiController->run()<br />
#10 [internal function]: CronApiController->execute()<br />
#11 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)<br />
#12 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('cron', Array)<br />
#13 (root)/include/class.dispatcher.php(120): Dispatcher->resolve('cron', Array)<br />
#14 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/tasks/cron', NULL)<br />
#15 (root)/api/http.php(35): Dispatcher->resolve('/tasks/cron')<br /> 

#16 {main}

My config:

osTicket Version v1.9.14 (8b927a0)

MySQL 10.0.26

PHP 5.6.24-0+deb8u1

New message alert emails not being sent

August 18, 2016, 9:57 am

≫ Next: Ticket Filters...

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Hi guys,

I'm using v1.10-rc.3 (907ec36) and only updated from 1.10-rc.2 recently, but since updating I am no longer getting new message email alerts, I am getting other emails from the system so emails are being sent ok. I have checked to see if new message alert is still enabled in admin->settings->Tickets->Alerts and Notices, and it is still enabled.

Any ideas would be appreciated.

Many thanks.

Gareth

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Ticket Filters...

August 18, 2016, 10:43 am

≫ Next: Incorrect (and same) email being used for all ticket notifications?

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I believe that i read in a past post that ticket filters including the help topic was not working correctly in 1.9.4. I have two ticket filters that check the help topic and building location. All agents are getting all tickets regardless of the check. the filter is suppose to route the ticket to the appropriate building custodian team.  Is there a workaround or do i need to update.

Incorrect (and same) email being used for all ticket notifications?

August 19, 2016, 8:05 am

≫ Next: Hide Users from specific Agents

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Hi all,
I had OST 1.9.14 set up a few weeks ago. We had other projects come up, but now we're ready to start beta testing the system internally and working out what we need to customize. However, my initial demo today didn't go well when responding to the ticket notification email failed to do anything. I finally realized that the email was incorrect.

I have things set to use Gmail's "plus sign" feature. That is, tickets for customer service go to tickets+custserv@domain.com, while IT tickets go to tickets+it@domain.com, and so on. This was working a few weeks back. Now, though, *every* ticket notification is from tickets@domain.com, which is set as the primary address. I thought notifications were supposed to come from the department's email address instead? Did I change a setting somewhere and forget about it, or is this not a feature that exists? Am I confusing this with opening tickets by emailing the right department's address? Is there a way to do what I want? Thanks!

Hide Users from specific Agents

May 13, 2016, 4:09 am

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I would like to hide usres from agents - Agents mean one client who will have an access to our OS Ticket ..
Can I do this ? 

I would be verry grateful if you can help me with that

Martin

Stuck Long MySQL search queries

December 17, 2015, 11:59 am

≫ Next: no me sirve el parche de idioma español

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Hello

Occasionally, I notice that osticket fails to fetch emails and responds slowly.  The only resolution is to reboot the server.  What I have noticed:

- running top, mysqld is taking all the CPU

- logging into mysql as root and running show processlist shows there are hundreds of stuck search queries, some are repeats like someone got frustrated at a slow search and mashed search a lot of times.

Has anyone else experienced this? or attempted to create sometime to kill long mysql queries?

no me sirve el parche de idioma español

July 28, 2016, 2:11 pm

≫ Next: Blank pages - No way to access to the system

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Buenos tardes

instalo el parche de idioma español hay una Funciona mí, Cuando lo agrego la pagina se pone en blanco, y elimino el parche y de nuevo se restaura.

Me pueden Ayudar por favor.

Tengo la versión instalada

osTicket (v1.9.14)

Blank pages - No way to access to the system

August 23, 2016, 6:22 am

≫ Next: osTicket (v1.9.8.1) - LDAP Lookup Problem

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Hi,
we closed the office at the beginning of the month and today our ticket system no longer works.
Nothing has been done during the office closure, no updates, no access to the system, no new tickets. Nothing.
I installed OsTicket at the beginning of 2015 and it is since then that it has run smoothly.
The only Mod I've done is Time to tickets during the beginning of 2016.
Not being able to access the system, I can't say what version is running, so I'm posting here hoping to be in the right place.
I've also searched into the db but I did not find any mention to the release number.
The information I can provide are the following:
PHP Version 5.4.45-0+deb7u4
MySQL 5.5.38
site link: https://www.cloud-up.it/assistenza/scp/

Googling the issue, I found that a blank page means a php problem. If that should be case, nothing should be working. I created a file on the file system (php info) and it works, so I guess it is not a php related issue.

Any help would be much appreciated.
thanks

osTicket (v1.9.8.1) - LDAP Lookup Problem

August 23, 2016, 8:13 am

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Hello all --

I've spent about 3 days now trying to resolve this issue on a secondary deployment of OSTicket, but I've hit a wall.

OsTicket: 1.9.8.1

Linux/CentOS

PHP Version: 5.3.29

Apache/2.2.29 (Unix)

I've installed the LDAP Authentication and Lookup plugin. It installs fine, and I get no errors.

I've configured the plugin as this guide explains: http://osticket.com/forum/discussion/76358/how-to-configure-the-ldap-authentication-and-lookup-plugin

I am able to authenticate against Active Directory for Agents/Staff - but I cannot get the "Lookup" functionality to work for clients.

In our primary deployment of OSTicket  (v1.9.8) - when we go to the user registration we can start typing the user's login (jdoe for example) and it will pop up and let us pick that user from LDAP and prepopulates the registration form.

On this secondary deployment, it does not behave the same way. Nothing appears when we try the lookup.

I've tried everything I could find out there and I've checked the configuration multiple times and tried multiple different ways.

Does anyone have any recommendations on what I could be missing?

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Unable to delete agents

August 23, 2016, 3:21 pm

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Hello,

I am trying to remove agents from my helpdesk, however I get the error "Unknown action - get technical help."   I was running v1.9.9-1gbe2f138, but upgraded to 1.9.14.  I get this error when I try locking or deleting both local and AD users.  

searching tickets

August 3, 2016, 6:01 am

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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

How to insert attachments to agent assignment notice?

August 24, 2016, 10:12 pm

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Hi Guys,

Can somebody please give me a clue on how to insert attachments of original email to agent assignment ticket notice email?.

I tried following variables but nothing works

%{message}

%{message.files}

%{ticket.thread.original}

Thanks in advance!

symbol cutting message

August 26, 2016, 12:23 am

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Hello,

One e-mail consisted of a character that broke the message. The message was written to db only to this character. I have also checked the db, the rest is not there, so it is not display problem. I have attached the picture on left screen from e-mail, on the right screen from source code.

Dear developers, please update the code handling. Thanks.

Images are corrupted

August 26, 2016, 8:50 am

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Hello,

I'm having an issue with trying to open images, they seem to be corrupted. I download the image from he ticket, but I can't open it.

Server Information
osTicket Version	v1.10-rc.2 (231f11e)  Upgrade— v1.10-rc.3 is available
Web Server Software	Apache/2.2.31 (Amazon)
MySQL Version	5.1.73
PHP Version	5.3.29

Regards,

Steve