Change user for ticket - stuck in "Loading"

danpre

After updating to:

osTicket Version v1.18.4 (8d38b06) — Up to date
Web Server Software Apache
MySQL Version 5.7.44
PHP Version 8.4.14

we have an issue when changing assigned user to ticket.

I'm able to search for user - it is appearing on the list, but when pressing CONTINUE button page is getting stuck with LOADING spinning wheel.

I don't have any experience with devtools but what I have found:

Devtools -> Network -> Headers -> General:
Request URL
https://xxxxxxxx/scp/ajax.php/users/lookup
Request method
POST
Status code
403 Forbidden
Remote address
xxxxxxxxxxx:443
Referrer policy
strict-origin-when-cross-origin

Devtools -> Network -> Response
Permission Denied

Devtools -> Network -> Initiator
https://xxxxxxxx/scp/ajax.php/users/lookup

Is it osTicket issue or it requires some configuration changes?

KevinTheJedi

danpre

If you are getting 403 denied it's usually firewall like mod_security or something; especially when using a hosting provider. Another option is you don't have URL rewriting installed on the webserver or enabled for the site. Or could be something on the server like selinux. We have virtually no idea as we don't control nor manage your server. When in doubt reach out to your hosting provider and/or server admins to investigate further.

Cheers.

danpre

The tricky part is that we have one user (MacOS, newest Chrome) that has no issue (it is working for him)
For other users (regardless of OS or browser - it is not working).

And what is more - issue appeared right after update from 1.18.3 to 1.18.4 - and there was no other updates / changes on web server

KevinTheJedi

danpre

Does that agent have the permission for User Directory? If not that’s an issue. Go to the agent account in admin panel, click Permissions, enable the checkbox for User Directory and retest.

Cheers.

danpre

KevinTheJedi

SOLVED

thank you