When a new agent is created, the password cannot be set initially. If you try to reset the password, you get the error message "Unable to reset password. Contact your administrator"
The reason is, that when the new account is created, no database entry for the password is created, which is required to use the password reset routine.
Workaround
- Login to the Database
- Select table ost_staff
- Select newly created agent entry
- Edit password field for the entry
- The field is a varchar field which needs a blowfish encrypted hash value
- A valid example:
- Hash: $2a$05$Zz9pakspLCZFIVtbJ0RJMOaN1Yh3844nh1AHlgJ7OOPSk8EC7vlLu
- PW: test12345
- Commit changes
The agent should now be able to login with test12345 as password.
We are using osTicket Version: 1.18 & Oauth2 for Exchange Online and SSO for Internal Auth, Customer Accounts are stored localy.
Is there any way to fix this issue?
