Issue with Custom Conditions

Dev14

Trying to set two custom conditions for the parent "Open" Queue:

Tickets opened in the last 1 day => Background color of light green.
Tickets created more than 3 days ago => Background color of light red.

When only my first condition is saved, it highlights those created in the last day with a light green background (as it should). When I add a second custom condition, for tickets created more than 3 days ago, it only applies the second condition and the number "1" disappears from my first conditional statement.

First custom condition works fine when it's the only condition:

When my second custom condition is added, it only applies the second condition and it clears the number "1" from my first custom condition and seems to break the first condition:

Environment: 1.17.2, php 8.0.27, MySQL 5.7.40

Dev14

Did a little digging in MySQL...

When only the first condition is applied (highlight new tickets in the last 1 day in light green), the ost_queue table shows the following:

"conditions":[{"crit":["created","ndaysago",{"until":"1","int":"d"}],"prop":{"background-color":"#72ee72"}}

When the second condition is added, the table cell shows the following for the first condition (notice the number "1" is missing):

"conditions":[{"crit":["created","ndaysago",{"until":"","int":"d"}],"prop":{"background-color":"#72ee72"}}

If I manually add the number "1" back into the table cell value, it applies both conditions as it should. So it seems there is an update somewhere that isn't keeping the first condition's value.

KevinTheJedi

Dev14

Interesting, thank you for this information. I'll have to look at this and see. Could be a bug we already addressed or a lingering bug.

Cheers.

vindelico

Dev14

Hello Dev14,

I am running into the same issue.
Can you point me to where/how you did that manual editing and once you do it will it be permanent, i.e. will it override the setting of the condition through the interface?

Thanks, M.

Tinnitus

Dev14

Thanks for your fix, we work with it regularly, and it works relatively well. (After we refreshed our SQL knowledge)

@KevinTheJedi
Have you had time to look at the problem with the SQL function so that it is generated correctly?

Tinnitus

KevinTheJedi
Have you had a look at the bug?
Will there be a fix for it ?

Tinnitus

I can confirm the bug. I put in 2 hours of conditions today and doubted myself.
I tested it with the German version (we live in Germany and depend on this version, because it is DSGVO compliant) and with the original version from GitHub.
As soon as you insert as 2 conditions, all values delete themselves except the last value.

ntozier

Tinnitus I tested it with the German version

There is no German version.
There is osTicket, and there is a German language pack for it.

There is also another 3rd party version that someone else translated to German... but it is not osTicket. It is another product based on osTicket.

KevinTheJedi

Tinnitus

Not yet, this is a low priority bug. Legacy is in maintenance mode so development has slowed down quite a bit as we focus more on v2.0. It is on our list to look into.

Cheers.

KevinTheJedi

Tinnitus

There have been no commits made in reference to this and no updates within this thread so, no, no updates yet.

Cheers.

Dev14

This bug applies to when two or more conditions are set on a queue. My example is born out of attempting to set a number of conditions on my "Open" top-level queue (see my original post above). You may need to adjust which row you edit by matching the "title" column with the queue you're trying to correct and manually update in MySQL if your conditions are set for a different queue. Also, you'll want to make sure your two or more conditions are set up in your OSTicket panel before editing MySQL directly.

For those that find this thread, here is where to manually update this in MySQL (I do use phpMyAdmin locally for easier administration). You do this at your own risk...I do have a DB admin background and experience:

Expand your OST database
Click ost_queue table
Click "edit" on the first row. Title is "Open" (the first one; which is the top-level "Open" queue.)
Scroll down to the row labelled "config"
You can edit the "conditions" in that string.
Don't forget to scroll down and click, "Go" to commit the change then refresh your Admin Panel in OSTicket.

For me, my first "condition" had a null value and only showed two sets of quotes with no numbers after adding a second condition. I simply updated it by entering in the number 3 between the set of quotation marks.

Before

After