Can't add a collaborator

gbr

I am the only agent/administrator on osTicket, all other users are Guest users.

I have a ticket I need permission from a Manager to perform, so I'm trying to add him as a collaborator on the ticket. He was a Guest User, and I upgraded him to Active (Registered). When I click on Add Collaborator, I type his email address in the search field, but nothing happens.

I figure I must be doing something wrong.

osTicket 1.15.4
Apache 2.4.41
PHP 7.4.3
Ubuntu 20.04

ntozier

Could you maybe provide us with a screen show of what you are seeing?

gbr

Is this what you are looking for?

ntozier

It looks like it's not finding a user named "nobert".

go to Agent panel -> Users can you show us that user exists?

gbr

Ahh! So the user has to be an agent?

I need to send an email to a manager of a department to get their permission to do something, they are not an agent and don't need to be. Is there a way to add just an arbitrary email address to a ticket? I need to track the manager permission so there's proof.

Users List:

KevinTheJedi

@gbr

Ahh! So the user has to be an agent?

No, Agent Panel > Users doesn't mean Agents. It just means the User Directory is in the Agent Panel.

It appears the User lookup typeahead is failing for whatever reason. You will need to review your error logs on the server (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) to find any related errors. Maybe CDATA table is borked/missing, maybe AJAX isn't working right, etc. There could be a lot of reasons why so it's best to check your error logs on the server.

Cheers.

gbr

Can I just type in an email address to include in the ticket with the person being a user?
Gerald

gbr

What I really need to do is send an email to someone not related to the ticket at all, and NOT send an email to the user or collaborators.

gbr

[Tue Jan 11 11:12:38.301574 2022] [php7:error] [pid 771] [client 192.168.102.13:41134] PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: SELECT A1.id, A1.name, A6.address FROM ost_user A1 LEFT JOIN ost_user_email A2 ON (A1.id = A2.user_id) LEFT JOIN ost_organization A3 ON (A1.org_id = A3.id) LEFT JOIN ost_user_account A4 ON (A1.id = A4.user_id) LEFT JOIN ost_user__cdata A5 ON (A1.id = A5.user_id) LEFT JOIN ost_user_email A6 ON (A1.default_email_id = A6.id) WHERE (A2.address LIKE '%gbrb%' OR A1.name LIKE '%gbrb%' OR A3.name LIKE '%gbrb%' OR A4.username LIKE '%gbrb%' OR A5.phone LIKE '%gbrb%') LIMIT 25 in /var/www/osticket/upload/include/class.orm.php:3467\nStack trace:\n#0 /var/www/osticket/upload/include/class.orm.php(3522): MySqlExecutor->execute()\n#1 /var/www/osticket/upload/include/class.orm.php(2070): MySqlExecutor->getRow()\n#2 /var/www/osticket/upload/include/class.orm.php(2043): FlatArrayIterator->{closure}()\n#3 /var/www/osticket/upload/include/class.orm.php(2022): CallbackSimpleIterator->next()\n#4 /var/www/osticket/upload/include in /var/www/osticket/upload/include/class.orm.php on line 3467, referer: http://ticket.erlphase.com/scp/tickets.php?id=52

ntozier

This appears to be the same thing mentioned here:
https://github.com/osTicket/osTicket/issues/5984

gbr

So you're suggesting I drop a table (ost_user__cdata) that osTicket created on install? Is there a bug in the installer/table creation code?

KevinTheJedi

@gbr

Yes, read here:

https://forum.osticket.com/d/99847-unknown-column-a5phone-in-where-clause/9

Cheers.