Good morning everyone, I hope to writing in the correct section.
Osticket 1.18.1 installed on Win Server 2019 std – IIS – Mysql 8.0 – Php 8.1
The installation is on a LAN with DC for internal use only, except for one department which receives its tickets via email relay.
Auth ldap, auth passthru plugins configured and working.
The system has already been in production and works perfectly. Except for the following details (correlated, I think):

A: If I am inside a ticket and I try to Transfer the ticket, the system reply with following feedback:

  1. The system reply with “Unable to transfer the ticket”
  2. The system transfer the ticket correctly
  3. The red error message disappear and the message box remains open
    BUT, If move on the dashboard page, from the ticket dashboard and I select with the checkboxes and execute "Transfer"… the system works correctly and carries out the operation.

B. When I carry out an operation that involves a change in ticket status or assignment to an operator, the message box appears telling me that the operation has been successful but if I don't refresh the page, the page remains always in the foreground.
Detail: If I run it with the main admin, the message box says: {"value":"ADMINNAME","id":"assign","msg":"Ticket assigned to ADMINNAME successfully"}

I'm afraid.. I think there is a problem on the Ajax side but I'm not that expert..
I tried to check permissions for iis, there is only the ost-config file in RO. I tried checking the logs and everything seems to be proceeding correctly. Checked the php extensions and they are all enabled. Below I attach some reference images:

Can you help me?
Greetings! Nicola

    Nick_Elwe

    Yea you'd need to check all possible 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. Otherwise you'd need to add debug statements to the code at various points to see where it's failing. I cannot replicate so this seems specific to your installation and/or environment.

    Cheers.

      2 months later

      HI! I used this period of time to try to collect some debug logs to try to better understand the problem.
      I detected a second one that I think is related.
      On my osticket installation I have staff members with editing or creation limitations. when I try to edit a ticket this message appears:

      ref. log:
      2025-02-06 08:24:16 *****IP***** GET /osticket/scp/ajax.php/queue/counts - 80 DOMAIN\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?queue=1 200 0 0 239
      2025-02-06 08:24:17 *****IP***** GET /osticket/scp/tickets.php id=383&_pjax=%23pjax-container 80 - ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?queue=1 401 2 5 28
      2025-02-06 08:24:17 *****IP***** GET /osticket/scp/tickets.php id=383&_pjax=%23pjax-container 80 DOMAIN\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?queue=1 200 0 0 242
      2025-02-06 08:24:22 *****IP***** GET /osticket/scp/ajax.php/tickets/383/thread/963/edit - 80 DOMAIN\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 200 0 0 54
      2025-02-06 08:24:25 *****IP***** POST /osticket/scp/ajax.php/tickets/383/thread/963/edit - 80 DOMAIN\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 200 0 0 69
      2025-02-06 08:24:25 *****IP***** GET /"/www.gravatar.com/avatar/49d1840771d91780d480a4991ff08739 s=80&d=mm\%22 80 - ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 401 2 5 33
      2025-02-06 08:24:25 *****IP***** GET /"/www.gravatar.com/avatar/49d1840771d91780d480a4991ff08739 s=80&d=mm\%22 80 DOMAIN\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 404 0 2 33
      2025-02-06 08:24:36 *****IP***** GET /osticket/scp/ajax.php/queue/counts - 80 DOMAIN\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 200 0 0 25

      regarding the problem listed in the thread message start..

      when i transfer a ticket, the system responds with "impossible to transfer the ticket" but the ticket it's correctly moved in the correct department. In the log file i have:

      2025-02-06 08:44:30 ****IP**** GET /osticket/scp/ajax.php/tickets/383/transfer _uid=1738831470663 80 - ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 401 2 5 21
      2025-02-06 08:44:30 ****IP**** GET /osticket/scp/ajax.php/tickets/383/transfer _uid=1738831470663 80 domain\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 200 0 0 63
      2025-02-06 08:44:38 ****IP**** POST /osticket/scp/ajax.php/tickets/383/transfer - 80 domain\user1 ****IP2**** Mozilla/5.0+(Windows+NT+10.0;+Win64;+x64)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/132.0.0.0+Safari/537.36 http://osticket.domain.local/osticket/scp/tickets.php?id=383 200 0 0 193

      no errors via browser console or sql side. no errors in php at the time of the event

        Nick_Elwe

        Sounds like an issue with the language pack. Download and install the latest one and retest.

        Cheers.

          i try this:

          • change .phar file with the newest -> same issues
          • chenge with default language -> same issues
          • i create another site, with clean install, clean db, same php version, update with 18.2, use default language pack ->
            same issues
            no evidence via log..
            could it be a problem on the iis side? the records are written correctly but it seems like not refreshing the page correctly after executing a function.... ajax? i don't know..

            Nick_Elwe

            Definitely could be IIS however I cannot say as I cannot replicate this issue. I would need some sort of log or debug information to further assist.

            Cheers.

              thanks Kevin, i try to speak with it dep for export the logs.
              Anyway, if we solve the issues, i public the report. ;-)

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