Customizing grid views

cpbesana

Good morning.
I would like to know what limitation I may depend on (or: what mistake I make) for the fact that I can NOT in any way customize the appearance of the grid views.
For example, when I'm on the view related to OPEN TICKETS and I want to exclude the priority column, and add the expiration date column, the moment I confirm with the “SAVE” button the program pops up a white message that says “Loading in progress”, with the cursor spinning... and it doesn't exit from there.

Doing ESC closes the popup message, but no changes to the view are received.
The same goes for sorting...
It does not seem to be possible to make any appearance-related changes.
Thanks

KevinTheJedi

cpbesana

Have you checked your PHP and webserver error logs for any related errors? Also, can you post a screenshot of Admin Panel > Dashboard > Information?

Cheers.

cpbesana

I attach administration panel
I apologize for the language... in Italian....
:-)

osticket-admin-panel.pdf

259kB

For PHP/WebServer log, I have to check..

KevinTheJedi

cpbesana

You uploaded as a PDF attachment. I do not download anything nor go to 3rd party sites for anything. Please upload the screenshot directly in this forum.

Cheers.

cpbesana

KevinTheJedi

cpbesana

Indeed WEBSERVER side I find the following errors, corresponding to my activity of saving the grid modification (I tried to remove the visibility of a column...).

Can you help me interpret the error?
Thank you

KevinTheJedi

cpbesana

Ah, your hosting provider has ModSecurity rules that are blocking the request. It’s making a false positive on one of the URLs thinking it’s SQL injection when it’s not. You’ll need to contact your hosting provider to lift the restrictions or modify the rules to allow legitimate osTicket requests through.

Cheers.

cpbesana

KevinTheJedi

I have the impression that it will be very difficult to request and obtain changes to loosen security restrictions...
From the domain administration panel, it does not seem to me that anything can be done in this regard.

We are using a provider here in Italy that is in common use and very widespread.

But does anyone else have similar problems?

Could it be that OsTicket is using an “overly aggressive” SQL statement system?

Thanks

cpbesana

It should be SOLVED

In the WebServer settings I found a FIREWALL section, where it was possible to enter an override RULE, based on the specific ID I got from the log

I hope I haven't opened a BRACKET for some attack.
:-)

Thanks for the support

PS: a “logic” question... Are changes made to grid views active in OsTicket only for the single user (agent) who sets them, or do they generally fall on all users (agents)?

Thanks

KevinTheJedi

cpbesana

It depends on how you modified the Queue. If done at the Agent level (ie. in the Agent Panel) then it's only for that Agent. However, if done at the Admin Level (ie. in the Admin Panel) it will reflect for any Agent who doesn't have that Queue customized themselves. You see, admins can modify Queues for everyone but an Agent can further customize that Queue themselves which will override the admin-level modifications.

References:

Cheers.