Syncronisation of 2 Osticket instances

April 13, 2016, 11:47 pm

≫ Next: Ticket filter does not work.

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Good morning guys,

My organisation has 2 instances of osticket running, lets call it Country 1 and Country 2.
They now want to sync specific tickets between the two instances.
How will i achieve this?

The setups are identical:
Os: Ubuntu Linux 14.04
osTicket Version     v1.9.12 (19292ad) — Up to date
Web Server Software     Apache/2.4.7 (Ubuntu)
MySQL Version     5.5.46
PHP Version     5.5.9-1ubuntu4.14
PHP Extensions
gdlib    
imap    
xml    
xml-dom    
json   
mbstring    
phar    
fileinfo    
PHP Settings
cgi.fix_pathinfo     "1" is recommended if AJAX is not working
date.timezone     Africa/Johannesburg

Firstly i have checked documentation on the API : http://tmib.net/using-osticket-1812-api, and i just cant seem to get it working, i keep getting the error "Unable to enable selected API key."

Can anyone suggest a method of achieving this syncronisation and perhaps point me to documentation of the API for V 1.9.12.

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Ticket filter does not work.

January 11, 2016, 12:00 pm

≫ Next: Moving database credentials and salt out of document root

≪ Previous: Syncronisation of 2 Osticket instances

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I have a plain vanilla installation of OSTicket running on SupportSystem.  Within that I have only (1) ticket rule.  It has the enclosed details.

If any e-mail comes in through this one account, I want the agent & department to be set.  

The problem is that it doesn't work.  Neither the agent nor the department are set.  I tried:

• No additional "rules matching criteria"
• @ symbol
• with the word 'eBay' which always appears

But it all results in the same thing. It seems too basic to be broken, but I'm not sure what's missing.

Moving database credentials and salt out of document root

December 11, 2015, 8:33 am

≫ Next: Synchronization with Outlook Contacts Possible?

≪ Previous: Ticket filter does not work.

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Has anybody had any luck in moving the secure information from ost-config.php out of document root?  I have tried various methods, including moving the salt and definitions into their own file and including them in ost-config.  I created ost-config2.php like this:
<?php
define('DBTYPE','mysql');
define('DBHOST','mysqlserver');
define('DBNAME','os_support');
define('DBUSER','support_user');
define('DBPASS','mypassword');
?>
and then changed ost-config.php to include the new file, like this:
# Mysql Login info
include("ost-config2.php");
/*
define('DBTYPE','mysql');
define('DBHOST','mysqlserver');
define('DBNAME','os_support');
define('DBUSER','support_user');
define('DBPASS','mypassword');
*/
It works locally, BUT not if ost-config2.php is in a path directory or if I reference it elsewhere (like ../../../ost-config.php)

Synchronization with Outlook Contacts Possible?

May 20, 2016, 8:16 am

≫ Next: How to add single user under multiple organizations.?

≪ Previous: Moving database credentials and salt out of document root

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Hi,

This may fall more into General Discussions but oh well. 

My limited knowledge tells me this should be possible but I am not quite sure if it is or how I would do it. 

So we are using osTicket as a customer email and hotline support tool and therefore all "Users" in our system are customers that email/call in with an issue. We have a phone system in place to see if the calling customer is currently saved in our database (MS Outlook Contacts) and therefore we can find them in osTicket. However, if the customer is new, then we have to create him/her in osTicket and then afterwards also create them in Outlook (in order for our phone system to later recognize them). 

Ideally we could run some sort of cron that would update all Outlook contacts with their respective osTicket user data and create new customers that are not found. In my research, I ran into @Chefkeks nifty addon (https://github.com/Chefkeks/osTicket-Addons) which is sort of what I am looking for in reverse. I don't want to update the osTicket user info with pulled info using LDAP but want to extract the info to update Outlook contacts (which I don't know if Outlook information is accessible with LDAP). 

Does anyone have any similar set-up / idea if it is possible / any better ideas?? 

Thanks in advance!

osTicket Version: v1.9.9-1

Web Server Software: Apache/2.2.14 (Ubuntu)

MySQL Version: 5.1.73

PHP Version: 5.3.2-1ubuntu4.30

How to add single user under multiple organizations.?

May 21, 2016, 11:11 am

≫ Next: Moving osTicket to another server

≪ Previous: Synchronization with Outlook Contacts Possible?

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Hello mates,
I have requirement of adding single user under multiple organizations.
Pls navigate me to the way to achieve it.

Thanks and best Regards,
Laxman Nale

Moving osTicket to another server

May 26, 2016, 1:20 pm

≫ Next: OsTicket connecting to the wrong email server

≪ Previous: How to add single user under multiple organizations.?

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Hi all-

I have been having various issues with osTicket (unable to save as draft, 500 internal server error after creating a ticket- in both cases a ticket is generated but no finish page). So I just want to reinstall this on another server (2012 R2) with new MySQL install, new php install and new osTicket files. I only want to bring over the files necessary to bring up the site as it now exists BUT working better.

I just upgraded to osTicket 1.9.12 (on the old server). Installed MySQL 5.7. Will install php 7.06. Can someone please outline some steps for me? I know I need to dump the db, Install osTicket files (just copy??)  and change config file but I need more detail. Can I just Install osTicket as if it is the first time (brand new) and just move over database and config files (modified of course for db).

Just trying to minimize "contamination" from the old files.

HELP!

OsTicket connecting to the wrong email server

May 26, 2016, 8:29 am

≫ Next: Google Apps STMP configuration Failes

≪ Previous: Moving osTicket to another server

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I have setup the POP server and the cron job so that osticket can read the support emails and create the tickets. However I noticed a rather strange behaviour Ostickets connects to my old email server. I switched to an hosted email service since 1st April 2016 but it seems to be connecting to my previous email server. I checked the mx records for my domain and I get the correct ipaddress. The only way for osticket to connect to the old mail server is if it just assumes that the mails server always start with mail.mydomain.com (mydomain taken from the URL in the system settings and preferences). If this is the case then people who use hosted email services can never get their emails converted to tickets.

Has anyone faced this issue?

Best regards,

Sridhar

Google Apps STMP configuration Failes

May 25, 2016, 7:15 pm

≫ Next: CLEAN UNINSTALL of osTicket 1.9.2 and Fresh INSTALL 1.9.12

≪ Previous: OsTicket connecting to the wrong email server

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Hi,

I have google apps email services. In the Admin Panel -> Email -> Settings I have configured both IMAP and STMP. IMAP settings are accepted and mail fetching working fine. But STMP setting are giving error. The settings are:

HostName : ssl://smtp.gmail.com

Port Number : 465  (have tried with 587)

Authentication Required : Yes

Header Spoofing : Allow for this email address (Ticked)

The error I get is:

Sending Email via SMTP     
Failed to connect to ssl://smtp.gmail.com:465 [SMTP: Failed to connect socket: Connection refused (code: -1, response: )]

Additional DetailsPHP : 5.4.45Apache : 2.4.18osTicket : 1.10-RC.2
Please guide.
Thank you.
Warm Regards,Abhishek

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CLEAN UNINSTALL of osTicket 1.9.2 and Fresh INSTALL 1.9.12

May 25, 2016, 7:21 pm

≫ Next: how to detect empty emails (or how to setup a filter please) i need help

≪ Previous: Google Apps STMP configuration Failes

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Hello,

Our OS ticket were used by other department and now i want to uninstall the old version to wipe out all the data and records to do a fresh installation of the latest stable version..

Two Questions:
1. How to uninstall the older version removing all the records on db or totally removing the db and osticket old folder.
2. How to install the latest version using IIS and mysql db on server 2012 r2

Thanks,
Reuben

how to detect empty emails (or how to setup a filter please) i need help

May 28, 2016, 10:13 am

≫ Next: Open a New Ticket form and New Ticket Alert Email question

≪ Previous: CLEAN UNINSTALL of osTicket 1.9.2 and Fresh INSTALL 1.9.12

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i want to detect ticket requst that come empty from emails.. i tried with filters:

1) setup filter that in topic problem contets rule contains a " " space.. but not work!

2) later i tried a filter regpex that mach 10 chars amount using [^\ ]\{100,\} as regex but no work

3) later using same but that not mach with same regxe but still not work!

any can help me to obtain the result ! i want filter emails that not have any string and only have attachments!

(i already know that emails are not always empty, headers are includen in mail object????)

Open a New Ticket form and New Ticket Alert Email question

May 29, 2016, 10:18 am

≫ Next: End users cannot update tickets thru emails, but agent can

≪ Previous: how to detect empty emails (or how to setup a filter please) i need help

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Version 1.9.12.  I've added a field to the Open a New Ticket form for the user's department.  I'm having a problem passing that department info to the New Ticket Alert email sent to Admin/Agents.  I'm sure it has something to do with the variable names I'm using.  No matter what the User/Ticket creator uses for department, the alert email shows the department as "Support".  Any suggestions?

Open a New Ticket form:


Contact Information form settings:


New Ticket Alert email template:



New Ticket Alert email sent to Admin:

End users cannot update tickets thru emails, but agent can

May 31, 2016, 7:11 pm

≫ Next: How to pull via SQL custom form entered data

≪ Previous: Open a New Ticket form and New Ticket Alert Email question

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Hi

I have domain.com located on Google Apps platform

User can receive Agents response in user email.

System is not updating user reply when they respond in the email. It is not recorded in the system.

I enabled debugging logs but I cannot see anything. Testing sending emails from system works fine. 

Page where configuration of emails are are not reporting any problems. Successfully updated this email

About this osTicket Installation

Server Information
osTicket Version	v1.9.12 (19292ad) —  Up to date
Web Server Software	Apache/2
MySQL Version	5.5.46
PHP Version	5.5.22

How to pull via SQL custom form entered data

June 1, 2016, 2:43 pm

≫ Next: Moved osTicket install - No Valid CSRF Token, http 400 error, no php_errors.log

≪ Previous: End users cannot update tickets thru emails, but agent can

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Folks, I know this is easy, and I am not asking to MOD the distribution. 

I have a help topic called travel task, and it uses a custom form called travel form which asks some special questions.

After someone enters all of the data into this travel ticket. I want to simply later run a php/sql query outside of osticket so I can pull all the info that has been gathered.

But I simply don't know in which osticket database table the info will be sitting in.

I want to later simply give a sql query similar to

SELECT field1, field2....etc from table where key is equal to topic id = 17   (I was able to find out that my travel ticket topic has been assigned topic id 17)

I have attached some screen shots of the version number, as well as the ticket custom form that defines the fields/columns of the entries that I assume are being placed in the database somewhere....

Similarly, what would be other table and fields that I should query to get the basic ticket info that every ticket collects. 

Many thanks everyone.

Mike

Moved osTicket install - No Valid CSRF Token, http 400 error, no php_errors.log

June 8, 2016, 1:35 pm

≫ Next: Cron Issue On Synology Rackstation

≪ Previous: How to pull via SQL custom form entered data

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Hi all, I had this in another thread but wanted to refresh it a little.

- accessing the support/scp on the osTicket server itself I get an http 400 error (after login)

- accessing the support/scp from a remote machine I get the "Valid CSRF Token Required" message (after login)

- I tried EVERYTHING to get the php error logs to generate but no luck. I am using the old ost-config.php from older machine

I am using a new php.ini

This is running on Windows 2012 R2 , latest version of osTicket  x.x.12

PHP is loaded at d:\php

PHP test page works fine

HELP :-(

Cron Issue On Synology Rackstation

June 9, 2016, 11:17 am

≫ Next: support @1 800-545-7482@ HOTMAIL customer service phone number, HOTMAIL Mail support phone number

≪ Previous: Moved osTicket install - No Valid CSRF Token, http 400 error, no php_errors.log

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Our Company recently installed the OSTicket that comes as a package for the synology rackstation. When we turn on the auto cron for emails in osticket admin panel it works fine. However we want to use the email on submission creates the ticket to use the help desk. I tried to use the task scheduler built in to the synology box, but I feel like i am not using the correct .php file to execute this. On our OST admin panel we have the api key created and put that and the url in the rcron.php. I tried running the task using the rcron.php and cron.php with not luck.

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support @1 800-545-7482@ HOTMAIL customer service phone number, HOTMAIL Mail support phone number

June 9, 2016, 5:57 pm

≫ Next: Emails settings

≪ Previous: Cron Issue On Synology Rackstation

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Emails settings

June 10, 2016, 5:16 am

≫ Next: Upgrading from 1.9.12 to 1.9.14

≪ Previous: support @1 800-545-7482@ HOTMAIL customer service phone number, HOTMAIL Mail support phone number

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Hello, 

I've just installed OSTICKET, i am testing emails section, however i am getting this error "Too many login failures" with Gmail. Is there any Solution Please ? I am using the latest version of OSTICKET 1.9.12.

Thank you 

Upgrading from 1.9.12 to 1.9.14

June 12, 2016, 12:33 pm

≫ Next: Email and Form Language

≪ Previous: Emails settings

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Hello!

I was wondering what is lost during the upgrade.

Language packs remain untouched?

Any customizations like DMT Free Responsive Theme "Extended Basic | Great Pumpkin" Stable 1.0 for osTicket 1.9.12?

Email and Form Language

June 15, 2016, 12:52 am

≫ Next: New user - couple questions

≪ Previous: Upgrading from 1.9.12 to 1.9.14

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Hi,

i have oSticket v 1.9.12 with three languages installed (italian, English, French). 

is it possible to create three different type of email model (one for each language) and automatically the system send the email alert in the language that i previos select?

For example: I select italian language and i create a ticket, i want that the email alert that osticket send to me is in italian.

Is it possible? The same question is for the custom form. 

Sorry for my bad english.

Thanks

New user - couple questions

June 15, 2016, 9:29 am

≫ Next: Configuring cron.php on Windows Server

≪ Previous: Email and Form Language

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Just installed version 1.9.14 and have the basics setup, including email fetching working.  I'm trying to configure this the best I can so when my other technicians demo this it's not a huge shock compared to what they're used.  So I have some initial questions I'm hoping I could get some help with in no particular order:

1) Is there a way for an agent to view tickets by department, rather than the default which seems to be every ticket they have access to see regardless of department?  The reason is in our current system the techs login and see all tickets but then can quickly click on their specific queue/department to see tickets specifically that is there primary responsibility.  So for example a tech named John would have a department named John, and an admin would move tickets to that department they wanted John to handle.  What's the easiest way for John to switch views to see just the tickets in the John department is he wants to?

2) When transferring a ticket from one department to another, is there a way to remove the requirement that a comment has to be added?

3) How do you actually assign someone to a ticket and why would you do that?  All my ticket show as unassigned and I don't see how to assign someone to it.  Is there a way to auto assign a tech to a ticket based on what department it gets moved to?

Thanks so much for any help provided!