Access denied (No AD/LDAP) for agent and user

jwams

Hello all, new to osTicket and trying to finalize the configuration for a small project a few friends are taking part in.

I am unable to log into osTicket/upload/scp/login.php. I receive the message "Access denied" despite being 100% sure about the credentials.

I verified the credentials by looking in the database running the command:

SELECT username, passwd from ost_staff where isadmin = 1;

This returns one record with the correct username and password.

The HTTP response is as such: {"message":"Access denied","show_reset":true,"status":401}

I'm unsure of what information to provide to help troubleshoot it further. Is there a general pitfall that new users fall into for something like this?

I'd be happy to provide any and all details. Thank you in advance <3

KevinTheJedi

jwams

If it’s showing a readable password in the db then something ain’t right. Should be a bcrypt hashed password with 8 rounds of entropy.

Cheers.

jwams

Hmm... I did modify the passwd field through the database itself when I was trying to verify the actual password. I didn't notice that it was encrypted before editing but perhaps it was...

Is there a way to generate a new admin account without being able to access the app? Perhaps a hidden admin user? Just did about 20 minutes of googling and couldn't find anything (I could be blind)

Thanks for the quick reply!

jwams

After a bit more research I found this form post (https://forum.osticket.com/d/6808-recover-lost-admin-password) and Scottro's method worked for me. I now have access to the app. Thanks for the help Kevin!

KevinTheJedi

jwams

That’s using the very old and outdated (some argue not super secure) hashing method but you can always reset your password after logging in and it’ll be updated using the latest method. Im just glad you regained access.

For future reference you can use a site like bcrypt-generator[dot]com and create your own updated hashed password.

Cheers.