Collision Avoidance not locking tickets

jbranch

I have collision detection enabled on my osTicket instance, and while it worked when I was initially testing it, it seems to have stopped working at some point.
I have read some other threads that suggest this could be due to timezone differences between PHP, MySQL, and osTicket but I have set each of these to Europe/London and this still seems to be happening.
A line is added into the locks table when I access a ticket, and when it gets close to expiry it shows the banner along the top of the page, but the lock is never actually enforced. Could someone help me get to the bottom of this?
I am running osTicket Version 1.18.2.

KevinTheJedi

jbranch

As you mentioned it sounds like a disconnect of timezones or timing in general. There are many, many timezones to check:

Server Timezone
Webserver Timezone
PHP Timezone
Database Timezone
osTicket System Timezone
Agent Profile Timezone

Typically you'd want your db timezone in UTC so that all date-times are generic and can easily be converted to other timezones. The rest of the timezones can be set to your intended timezone of Europe/London.

Cheers.

jbranch

KevinTheJedi I have set the DB timezone to UTC now, and all others are set to Europe/London. I'm using IIS as my webserver which I don't believe has its own timezone setting, but everything else is configured.
Making this change to the DB timezone doesn't seem to have made a difference.

KevinTheJedi

jbranch

Post screenshots of all the listed time zones to confirm. I would also recommend moving all the files out of the site directory to a backup folder, download the latest, unpack it, put the new files in the site directory as normal, copy over your config file from the backup to the include/ folder, restart IIS and PHP-FPM if you’re running it, and retest.

Cheers.

jbranch

KevinTheJedi

I will have a look into what you suggested now

jbranch

KevinTheJedi I have performed this reinstall now but it doesn't seem to have had any effect.