Invalid Source error

flatlinebb

I searched the forum for this issue, and I posted a bug report last week, but have not heard back. (http://www.osticket.com/forums/project.php?issueid=217)

When I try to create a ticket on the Staff side for a user, I get a message about invalid source. No matter what source I choose, the ticket cannot be created. I'm running latest stable release (v1.6ST) on ubuntu jaunty. Could it be possibly a permission error in the database or one of the files in the helpdesk web directory?

Thank you in advance.

Kelli

You're not the only one to have this problem, but I haven't been able to duplicate it. I haven't really had a chance to look through the code yet either, though. I will try and have a look as soon as I can.

One thing you could try, around line 14461447 of class.tickets.php, change this:

if($var && !in_array(strtolower($var),array('email','phone','other')))

$errors='Invalid source - '.Format:($var);

to this:

if($var && !in_array($var,array('Email','Phone','Other')))

$errors='Invalid source - '.Format:($var);

Off the top of my head, I can't see what else could be causing it. That source list isn't dynamically generated.

This error just doesn't make sense.

flatlinebb

thanks for your reply, Kelli!

I have a class.ticket.php file, and I found the line you mentioned on line 1537. I changed it as you indicated, but the error message is still the same:

"Unable to create the ticket. Correct the error(s) and try again"

and

"* Invalid source" next to the Source box.

Maybe you can help me disable the check on the source field, at least temporarily, until a better fix can be found?

Thank you.

Kelli

Just comment out those two lines. It will still check for the source, but won't make that particular check. If it fails the other check, the error you would receive is "Indicate source."

I'm not sure why it does both checks. I'm sure Peter has a reason, but I haven't dug through the code enough to figure out what it is.

flatlinebb

Commenting the lines out (with // I presume) had no effect - the error stil persists. Is there anything else I need to do after changing the file? Like restart apache or re-login to osTicket?

jsteen

Check the database

Check the database and the structure should look like this enum('Web','Email','Phone','Other') for source under the ost_ticket table.

flatlinebb

I checked the database and it looks OK to me, but the error persists. Please see the link (here) for the screen shot.

(I used the webmin mysql server interface.) Are there any other checks I should perform?