Hi folks!
I'm using osTicket 15.4. I'm having some issues with the ticket filter.
What happens is the following: I create a new filter, where it looks for topic summary containing the word "oystein". I set the action to assign myself as an agent. I then forward an email with the word "oystein" appended in the subject field.

What happens next is that the email is changed to read in the mailbox and then nothing. There are no error messages under the dashboard. Does anybody have any tips for me to find the reason for this? Thanks!

    Svampebob

    Maybe the ticket was denied or the system had trouble processing the email? Check your system logs in osTicket.

    Cheers.

        You forwarded the email... do you have a user account setup for yourself?
        Are users allowed to register for an account?

          ntozier
          I have a user account. If I disable the filter rule, then the email gets processed.
          I just did some tests. I'm unable to register a new case through the webform when the rule is enabled.

          I'm using the osTicket 15.4 timetrack mod from here: https://github.com/StrobeTechnologiesLtd/osTicket

          Do anyone have any tips on how to troubleshoot this further? Is there any logs to check on the server, to see what's happening? I'm running osTicket on Ubuntu Server 20.04 with LAMP-applications installed (Ubuntu Server Docs).

            Svampebob

            First remove all modifications and retest. If you still run into the issue you may want to upgrade to v1.15.7 to get the latest bug fixes. This may be a bug that has since been addressed.

            If it still occurs with no mods and latest codebase then please post a screenshot of Admin Panel > Dashboard > Information and screenshots of the filter, filter rules, and filter actions.

            Cheers.

              Hi,
              Thanks for following up. The issue is solved. There was a bug in the mod that gave this error message in PHP:
              Uncaught Error: Call to a member function logEvent() on bool in /var/www/html/osticket_time/include/class.ticket.php:4088\nStack trace:\n#0 /var/www/html/osticket_time/include/class.ticket.php(4436): Ticket::filterTicketData()\n#1 /var/www/html/osticket_time/open.php(45): Ticket::create()\n#2 {main}\n thrown in /var/www/html/osticket_time/include/class.ticket.php on line 4088, referer: https://10.0.34.6/osticket_time/open.php

              An upgrade from a different branch on the time tracking mod fixed the issue.

              @Svampebob

              Ah, that'll do it. We don't really recommend using 3rd party mods as the code is not verified by the core development team and they always cause issues eventually. Plus you always have to stay behind on osTicket updates until the mod devs update their mods which is not good especially if there are security patches, etc. I mean you can always apply those manually but it's best to stay on top of the core updates via traditional upgrades.

              Cheers.

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