Draft Save Error

fabergf

The other test that I made is :
Login->Open New Ticket-> Select Topic -> write and wait : Result ERROR
Login->Open a ticket for read-> Open New Ticket-> Select Topic -> write and wait : Result NO ERROR

I think like in the first case something is not initalized in session vars.

KevinTheJedi

fabergf

Hmmm, I am unable to replicate this issue. Try looking deeper at your logs on the server to see if there is a more detailed error.

Cheers.

fabergf

We enble Debug log in System preferences but Not Help.
What kind of log we can check ?

KevinTheJedi

fabergf

Any of your logs on the server (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.).

Cheers.

fabergf

Hello,
I upgrade to latest build and I install a Debug Enviroment.
I Debug all functions and find that the problem is in the _findDaftBody in file include/ajax.draft.php
In this function the variable $field_list and in detail the $tfield did not contain the textarea name contained in the $vars

If i hit F5 and refresh the page the textarea name contained in $vars is the same of $tfield and we don't have the save draft error.
We use the standard theme.
I think (and I try to debug ) there is a problem into page generation and the name of textarea is generated with wrong value the first time you try to write a ticket

KevinTheJedi

fabergf

I was actually able to replicate this issue. We will be creating a patch soon.

Cheers.

fad

Hi,
I can confirm the same issue after upgrating to version 1.17.

Best regards,
Stefano.

KevinTheJedi

Everyone,

This is related to another issue where you have to double-submit the page. The root cause of both issues is regenerating sessions. We did this for security reasons but when doing so the session id changes therefore invalidating the current form. We are working on a fix for this. For now you can simply apply the below changes:

diff --git a/include/class.auth.php b/include/class.auth.php
index fb5fa049..00ca3ff3 100644
--- a/include/class.auth.php
+++ b/include/class.auth.php
@@ -659,7 +659,7 @@ abstract class StaffAuthenticationBackend  extends AuthenticationBackend {
         $authsession['key'] =  $authkey;
         $authsession['2fa'] =  $auth2fa;
         // Set TIME_BOMB to regenerate the session 10 seconds after login
-        $_SESSION['TIME_BOMB'] = time() + 10;
+        //$_SESSION['TIME_BOMB'] = time() + 10;
         // Set session token
         $staff->setSessionToken();
         // Set Auth Key
@@ -868,7 +868,7 @@ abstract class UserAuthenticationBackend  extends AuthenticationBackend {
         Signal::send('person.login', $u, $type);
 
         // Set TIME_BOMB to regenerate the session 10 seconds after login
-        $_SESSION['TIME_BOMB'] = time() + 10;
+        //$_SESSION['TIME_BOMB'] = time() + 10;
 
         if ($bk->supportsInteractiveAuthentication() && ($acct=$user->getAccount()))
             $acct->cancelResetTokens();

**NOTE:
Please do not apply these changes unless you are in a controlled/locked-down environment. Apply these changes at your own risk. This might open you up to a security vulnerability so be super cautious.

Cheers.

mira-c

KevinTheJedi Hello Kevin,

could you please explain why the TIME_BOMB is set to exactly 10 seconds after login? There is an error after applying the official fix > KevinTheJedi https://github.com/osTicket/osTicket/pull/6379 which unfortunately causes the login page to appear after a new ticket has been submitted.
I know this probably won't be the right solution, but after setting the TIME_BOMB to only 1 s in class.auth.php, it seems to work properly. It has been tested without applying the patch 6379.

Thank you very much for the explanation.

Regards,
Mirek

fabergf

Thanks KevinTheJedi.
We try in test enviroment and work.
We also transfer to production and work fine.

Thanks for your HELP

KevinTheJedi

fabergf

Here is the official fix:

https://github.com/osTicket/osTicket/pull/6379

Cheers.

phaized

KevinTheJedi

I hate being that guy, but I found - though this fix did seem to correct the draft issue for me - it created other issues in its place. Admittedly, this could be unique to my environment as I run OST in docker. I am testing (in dev environment, of course) to see if I can pinpoint the cause of this since the fix seems to have worked for others.

Applying this fix created several 500 and 422 errors for my environment when trying to open a ticket, access the admin panel or read log details (hover bubble shows nothing for log entries). Reverting the class.usersession.php changes fixes these new errors, but returns the draft save issue (of course).

I compared the old file with the updated one on github for the draft save fix, and the only difference seems to be those few changes around lines 140-145. Additionally, the permissions for both files show as being the same within the container.

Any chance you've seen this issue since posting your fix?

Environment:
Rocky Linux OS
Docker version 20.10.20
docker-compose version 1.29.2

KevinTheJedi

phaized

Oh, you are using an outdated/buggy version. You need to update to the latest (v1.17.2), re-apply the patch, and retest.

Cheers.

phaized

KevinTheJedi

Thanks Kevin, that did the trick!

Buuuuuut got a new issue after updating and applying this fix. I couldn't find anything referencing this kind of issue, though I might not be searching with the correct terms. Since its technically a separate issue, I'll make a new thread for it.

KevinTheJedi

mira-c

It may work for you but others it won’t as it will regenerate the session too quickly and when using OAuth2 for login for example there will be a session mismatch and will fail.

It’s basically to delay the session regeneration for external logins.

Cheers.

mira-c

KevinTheJedi Thanks very much for your answer. Could I please ask if version 1.17.3 will contain a fix for the issue with displaying the login page after submitting a ticket?

KevinTheJedi

mira-c

We hope to include it however it may not be included. It will depend on when we create a patch for it.

Cheers.

Mukund81

classusersession.zip

3kB

Hi Team,
I have applied patch https://github.com/osTicket/osTicket/pull/6379.
After that portal stopped working. Please find attached updated file for your reference. Pl. help

KevinTheJedi

Mukund81

Then you must've done something wrong.

Cheers.

KevinTheJedi

Everyone,

Here is the outstanding fix for user session issues:

https://github.com/osTicket/osTicket/pull/6434

Please Note:
You will need both #6379 and this fix.

Cheers.