Open a New Ticket incomplete: Page 2

Open a New Ticket incomplete

pstuder

As I wrote several times, I'm not a developer...so instead of laughting at me, it would be more productive to point me to the right direction where I can get the requested information......

I hope I figured it out myself and the following is what you are asking for:

The marked section in the screenshot on the left is the only thing, which changes depending (1,2,10,11) which Topic I choose.

KevinTheJedi

pstuder

No one is laughing at you..?

Anyways, yes, that’s the right one. As you can see the AJAX returned null instead of a form. So that means something is going wrong between selecting the form from the database and returning it to the browser.

I would check my Apache error logs, PHP error logs, and MySQL error logs for any related errors.

Cheers.

pstuder

KevinTheJedi
The reason you asked me for this Info was, that there where no errors in any logs (see previous posts from me and you).

May I asked you or someone else to verify this is really working somewehre else? As this seems the only issue I have with the installation and there are no error shown, it's perhaps a bug and it not working anywhere else?

Or give me a hint, which additional error logging i probably missed earlier....

KevinTheJedi

@pstuder

I am unable to replicate the issue and there have been no other reports of this. Check your database and make sure you actually have Forms and make they are attached to your help topics.

Cheers.

pstuder

KevinTheJedi
It seems we getting close.
At least, I'm able to open a ticket now. The missing part was on the Help Topic Form Tab where no Form was ticket. I was not aware, that those has to be done on fresh install.

I was close when I looked to solve this issue, but checked on Form Menu and there it looked as all fine.

Now I'm able to open a ticket, but can't upload attachment while on the "external" page, but can upload the same .png image, when logged in as agent. So, at least this should be an size limit issue. But I was not able to find a setting, which could prevent the upload as (Guest/External) User.
I get the following, when uploading from the Open a New Ticket page:

Any hints for me?

UPDATE: This error only shows up, when dragging the Picture to the bottom of the Ticket form:

KevinTheJedi

@pstuder

So the Ticket Details Form is supposed to be attached to all topics on install. I would start over and do a fresh install and make sure the form is attached by default. If not then something is going on with your install and could be causing the other issues.

Cheers.

masino_sinaga

I had the same issue as @pstuder explained above, and I installed a new fresh for v1.16.1.
After enabling the field from Forms sub-tab of Help Topic, now the form in client side is working properly.

pstuder

masino_sinaga Happy, I didn't do a reinstall so far and Thanks for confirming, it's not my installation.

Can you let me know, if you have the same issue with the picture upload?

BrianHaug

masino_sinaga and pstuder - Did either of you figure out what is causing this? I'm on v1.16.3 and have run into the exact same issue (my users are unable to add attachments). Agents can add attachments fine. I know it's not a permission issue on the server because I'm an agent and can add attachments while replying to a post. If I log in as a normal user with the same account as my agent, I can't add attachments.

masino_sinaga

Yes, I can confirm also, that the file upload from client side is not working for v1.16.1.

After selecting the file (actually not only image file, the other files such as .pdf or .zip file also doesn't work), then there is an alert shown up as follows:

localhost says:
File Upload error:
myfile.pdf
undefined500

adamfekete

Hi All,
@KevinTheJedi it seems to be connected to our issue as well.
https://forum.osticket.com/d/101598-undefinded500-error-when-uploading-file-on-osticketuploadticketsphp/6
Any idea what could go wrong? We still can not properly troubleshoot / solve the issue by modifing upload_max_filesize, memory_limit and post_max_size.
Thanks you

KevinTheJedi

adamfekete

You said you upped your file size limit for PHP but did you configure osTicket to use the new limit?

Cheers.

adamfekete

@KevinTheJedi
Yes - it is well above the limit. Any other place to configure the file limit?

KevinTheJedi

adamfekete

That’s would be it on osTicket side of things. Everything else will be on the server end.

Cheers.

adamfekete

KevinTheJedi from php.ini:
upload_max_filesize=1024M
post_max_size=2048M
memory_limit=4000M

is there anything else to configure?

KevinTheJedi

adamfekete

Settings in Apache and maybe some other PHP settings. You’ll need to review the Apache/PHP documentation or do some googling.

Cheers.

adamfekete

Why is it working for agents and not for users? I would be happy to understand that, and than we could be more specific in googling for Apache and PHP documentation.
Any idea @KevinTheJedi ?

KevinTheJedi

adamfekete

Not too sure. The Issue Details part is what controls the users settings.

Cheers.

duynguyen

How to remove required input of Ticket Details when opening a new ticket

KevinTheJedi

duynguyen

By disabling the field at the Help Topic level. Admin Panel > Manage > Help Topics > click one > Forms > uncheck the box next to the field to disable, and save changes.

Cheers.

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