KevinTheJedi Thanks I'll keep an eye out!
We have this issue as well. I've been digging to see if I can find where the issue is happening.
Any updates on when a patch will come for this issue?
We updated to 1.17.1 this morning and still have this issue.
ne8801
I'm unable to replicate the issue. Please clear all cache, cookies, and sessions, truncate your ost_session table in the database, and retest. You can also try in an incognito window.
Cheers.
KevinTheJedi I have tried all of these suggestions but still have the issue. It appears to have something to do with required custom fields in a form. If I make them optional, tickets submit without issues.
Still unable to replicate this using required short answered field. Any particular field that's causing the issue?
KevinTheJedi Doesn't seem like it. I have a couple short answer and one choices field and requiring any of them will cause the problem here.
Yea I’m not able to replicate that with v1.17.1.
Please check your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.
I am also still experiencing this after updating to 1.17.1 while creating a ticket for a user as an agent.
It seems to occur when my session times out/expires and I have to login again. (Using Google OAuth) The next ticket I attempt to create clears all fields and makes me resubmit.
GamingSanctum
You should apply the below patch (not certain if it’s related but might help):
Then clear your sessions, cookies, AND sessions, truncate your session table in the database, and retest. You should also set your agent session timeout to something more feasible.
KevinTheJedi Thanks for the suggestions, unfortunately no luck. I was out of the office for the extended 3-day weekend and after my first login as an agent/admin I had to double submit a ticket this morning. Appears to still be occurring even after 72 hours of no sessions.
Upgrade to v1.17.1 and retest.
KevinTheJedi Already running 1.17.1.
I'm not too sure then. I'll have to look deeper into this. So far I've been unable to replicate this.
Have you tried truncating your session table and then clearing all cache/cookies/sessions in your browser and force refreshing the login page? You can also try in a completely new browser.
What's your Agent Session Timeout limit?
Yes to truncating and clearing cache. Just tested in another browser. Same issue after my first login.
I updated to 17.2
I cleared the session table in the database and cleared cache Below is when users first try to sign in. I noticed I can tell when the problem is going to happen by the expire time on the session. Below is screenshots of filling out the info.
Now when I click create ticket it throws me back.
at this point if I submit the ticket again it is fine.
leonlongoria Another thing I noticed is when the time is different like that I think it is reading the session updated time instead of the expire time from the database, idk, I could be wrong, but it is something I just noticed.
leonlongoria
Fix is here:
Due to regenerating sessions.
KevinTheJedi Thank you for this. So far it appears to have fully resolved the issue for us.
KevinTheJedi Sorry I didn't give feedback immediately, it's been a long day. I will let you know if our users run into any other issues, but so far it looks like this cleared it up both from their end and my testing account. Thanks so much for working diligently on this!
KevinTheJedi Thank you, in my test environment it seems to have done the trick
