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

  1. Login to the Database
  2. Select table ost_staff
  3. Select newly created agent entry
  4. Edit password field for the entry
  5. The field is a varchar field which needs a blowfish encrypted hash value
  6. A valid example:
  7. Hash: $2a$05$Zz9pakspLCZFIVtbJ0RJMOaN1Yh3844nh1AHlgJ7OOPSk8EC7vlLu
  8. PW: test12345
  9. 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?

    cocoon changed the title to Agent Password cant be set.

    cocoon

    I will have to test to see. I see no other reports of this at this time.

    Cheers.

      a year later

      I've got a simillar problem with first new agent login.
      They got activation link, which works only in Edge.

      In Chrome after put correct login or email, page is reloading and asking to login and password:

      Firefox is showing that session is expired, cause no activity:

      Only in Edge, after paste link and put correct email, redirect me to setting password

      It is fresh installation:

      Write a Reply...