Hi guys,

Wonder if you can help me.

Few weeks ago I setup an instance of osTicket version 1.18.1. On the response/reply template I added the tag
%{ticket.thread.complete.reversed} which was working great.

Fast forward to today, I have done a fresh install of 1.18.2 on a different machine using PHP 8.4 to go live, and this tag doesn't appear to be working. When the reply is received, the tag is empty. I have tried so far:

  • Using %{ticket.thread.complete} no joy

  • Trying it again on the old machine running 1.18.1 and PHP 8.2 which still works fine.

  • Resetting the config to default and starting again.

I have no errors or warnings on the dashboard log, and the emails are fetched and delivered fine, but I need the entire thread to remain on there.

Windows Server 2025
IIS 10
PHP 8.4
osTicket 1.18.2

Any suggestions/help would be greatly appreciated!

  • KevinTheJedi replied to this.

  • Thanks the new install just had "Content generated:" and old had "Content generated: <style type="text/css">".

    I've re-downloaded the source files from Github and swapped out this class file and now appears to be working!

    itselftoyota

    Does it actually have a thread? If so it sounds like something during install potentially borked.

    Cheers.

      Thanks for the reply.

      It threads fine on the view (tickets.php). I've double checked the tag and compared configs between my old setup (1.18.1 and PHP 8.2) and everything is set the same.

      Have tried a fresh install of 1.18.2 and PHP 8.4, along with a new database but the issue is still there. Almost as though the variable is no longer picking up the information.

      Out of curiosity, I have installed 1.18.1 and PHP 8.2 on my new system and the variable works fine so seems to point towards something in PHP 8.4 and/or 1.18.2 causing the issue?

      I guess I will need to continue running the old system for now as this is a key feature for us.. unless you have any ideas?

        itselftoyota

        I wouldn’t be able to help unless I was able to replicate the issue (which i cannot currently). Are you certain there is more than one thread entry? Did you install in a language other than English?

        Cheers.

          I've tested with 10 tickets so far, all with at least 5 message threads on each.

          Just can't work out what would be different between 1.18.1/PHP 8.2 and 1.18.2/PHP 8.4 for this variable.
          %{ticket.thread.complete} is also blank on the latest version.

          Using default English (United States).

            itselftoyota

            You can go here and put an error_log statement, redo the action of replying, and checking your error logs to see if you see the content. If so then you know it’s at least getting that far.

            Cheers.

              Thanks the new install just had "Content generated:" and old had "Content generated: <style type="text/css">".

              I've re-downloaded the source files from Github and swapped out this class file and now appears to be working!

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