Hi,

We noticed that some of our tickets have these random thread entries posted by the "system", but upon checking, those tickets were unrelated to each other (not parent or child tickets). Please see the screenshot below.

We've tried to replicate that issue, but we can't and don't know how those system entries were triggered. Can you please help?

System Information:
OsTicket Version: v.15.4
Web Server: Microsoft-IIS/10.0
MySQL Version: 8.0.26
PHP Version: 7.4.13
Mail Sending: SMTP
Mail Fetching/Receiving: IMAP

    kekaru

    It appears an Agent (or three) opened three new tickets from a thread entry in this ticket. When doing so it leaves a system note that lets other agents know that there are tickets related that were created from a thread entry in the ticket. You can see what thread entry it was by clicking the time stamp in the note.

    Just to note, you should really upgrade to v1.15.8 asap. Also a friendly reminder that you should prepare for PHP 8.0 upgrade so you can upgrade to v1.17 stable when it comes out (or at least v1.16.4) as we will completely drop support for 1.15.x when they are released.

    Cheers.

      Here's a portion of that ticket thread.

      Our agent created a ticket from thread entry (#1), just once. Moreover, there were three system notes posted after that. I checked the timestamps on the system notes, and all pointed out to thread entry #1. This issue occurred on some of our tickets, and we couldn't identify what triggered those system notes.

        kekaru

        Those are only triggered by agents so it looks like one of your agents accidentally created the other three.

        Cheers.

          18 days later

          Hi,

          I have checked this ticket's audit log and wonder if a user (guest) can post an internal note. Please see the screenshot below:

          Also, on the thread, it shows the SYSTEM posted those notes but in the audit logs it's the user. With this, I'm sure that none of our agents opened a ticket from a thread entry.

          Regards.

            kekaru

            Like I said you are running an older version that is outdated and has its issues and bugs. This could very well be a result of a bug where it didn’t capture the agents name properly so defaulted to system as the poster.

            Cheers.

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