feedback

I wanted to provide my feedback /suggestion and potential issues

then you can decide if its an acual issue.

so far i really like the layout and design of 1.7 and all the added features

I am not sure if these are problems or if i am just doing something wrong.

1. When you first create a ticket and click on the browse button i am not able to use cntrl +shift to select more then one file then if i go ahead and select 1 file and click ok then there is no browse button to upload any more files, and in the admin section i have enabled the feature were users can upload 6 files.

2.Then when a user sends a file there should be an error message if the file is too big and it should not let the user submit the ticket until they correct the file size, the way it is right now it will let the user submit the ticket even tho the file size is too big.

3.In the admin section when you click on an opened ticket to view their message and you go to click on the file that they submitted it should open with the appropriate program

for example i submitted a pdf file in the test ticket i sent, and instead of opening or downloading the file with adobe it says

application/octet-stream

I know you have the development of 1.7 outlined and are not accepting any new features but i thought i would still go ahead and make a couple of suggestions.

1. one of the issues that i personally didnt like with 1.6 that i was hoping that would be fixed in 1.7 is too do one of 2 things when a user submits a ticket, there email will become there username and let a user choose a password or something because if a user forgets or deletes their email with the ticket Id then they cant login to check the status

so i am not sure what a solution for this can be, maybe let them search for their ticket via using there email or ticket id or as i mentioned let them create a password so they can just enter there email and password to view tickets.

2. then the other thing i would like to suggest if staff is logged into the control panel on the front end instead of saying guest user-login maybe it could say Administration so we could click on the link to be taken to the admin panel.

Multiple-Attachment Feedback

Hi Peter,

First of all, thank you so much for your wonderful work! Love the new style. :

I have tested 1.7 RC1, especially the new multiple-attachment feature; both from client and staff side. I setup maximum 5 files allowed from client-side, and 8 attachments from staff-side.

From client-side, the attachment files are successfully uploaded and received by staff. Okay, this is fine. In other words, there is no problem regarding attachment files in client-side.

But, from staff side, each time I create a new ticket with attachment files, the attachment files are never shown up in the ticket view page. Where did they go?

I see this directive in staff-side: "Attachments: Response required when files are attached.". What does it mean?

I (as customer/client) tested replying the ticket that created from staff-side, but the attachment files are still not shown up.

Thoughts?

Sincerely,

Masino Sinaga

Edited: Ah, I see now. Problem is solved by providing the response at sufficiently. The attachment files are now shown up properly in view ticket page.

I'm concerned that this post may come across as negative because it is mostly focusing on things that I feel need to be fixed or do not like. I am trying to provide constructive feedback that will allow you to make fixes and changes to get the product to release. This is a pretty quick summary of some of the things that I've noticed on upgrading from a custom 1.6 ST to 1.7 RC1:

1. It immediately requires that you change your password. This isn't really a problem, but it does let you type the same password in that you are currently using. It apparently doesn't check to see if the new password matches the old password. Doesn't this sort of defeat the purpose of forcing a password change?

As a side note it made me change my email address also but that's because I was using the system default one also. :)

2. When I go to Admin panel -> Settings -> Helpdek URL and change it to the new "TEST" url I'm using it doesn't let me save. It tells me to correct the errors, etc. Sadly I didn't write the exact error down, but it was something to effect that I must choose "Default Email Templates". My template does not appear in the drop down. So I navigate to Emails -> Email Templates and see that it was updated today, and set to inactive. I enable it and now I can go back to Admin panel -> settings and choose it.

3. The ticket preview appears to only function on mouse over of the ticket #. It should probably work when mouseover the subject also. Lastly on this subject I think that the pop up delay might be a little high.

4. Admin panel -> settings ... I'm not real sure how I feel about the settings page not being like every other configuration page and utilizing a drop down box to get to all the setting sub pages. While I like how you organized things, I think that perhaps you may want to put them as sub menu items like you do in other areas. This seems un-intuitive.

aka Emails has the following submenu items: Email Address, Email filters, Email Banlist, Email Templates, Email Diagnostic.

I know that this is only an RC release, and I don't mean to sound critical but it looks like literally none of the features I requested, or the mods that I have written have been implemented into the core. As it stands now I am going to have to literally spend a couple weeks rewriting all my mods to work with the new version and so is everyone else who wrote a mod if they want to upgrade. Please reconsider this as being a release candidate.

Thank you.

Just a little comment

Hi !

I haven't started testing the RC1 yet, it will come soon... but one thing which should be great (to me), but time-expensive for you, is to explain somewhere what are APIs and how we can use the APIs, for instance by a concrete example or sample code.

I am testing it now. I love what I see so far. Any time frame on the user accounts? I'm really excited to have that feature implemented. Thanks!

Some incidents

Hi, here are a few tests I've done so far (not a lot.. but...)

As administrator, in admin panel, when editing a user :

clicking on cancel button will lead you to department section of the admin panel

when you select a team for the user and click on "save changes", changes are not taken into account, or at least, this field is not set with database informations.

is it normal to have "overlords" as default value for admin note on staff? and if so, why can't it be reset to blank and taken into account ?

As administrator, in staff panel, when clicking on "New ticket", I get this message :

Parse error: syntax error, unexpected end of file in /var/www/html/ost/include/staff/ticket-open.inc.php on line 312

(I'm on linux)

One more thing, is it normal that you cannot change of default department ?

3. It's by design. Showing the preview on both links creates some consistency issues on where the popup shows up... given different window sizes. We'll investigate the slowness on the popup ajax call.

Most mouseover scripts like that have a display delay, chances are it just needs to be lowered. :)

Just a thought, but we could have the ticket number display the ticket source and have the subject display the preview of the ticket.

4. The settings options are simply too long to be submenus. In addition, the settings tab also includes other submenus. We're open to suggestions but submenus is something we tried.

Yeah there is a lot in there. Some of the option sets may go well together [specifically "Autoresponder" and "Alerts and Notices". I'll play with it a bit and see if I can come up with something that seems more intuitive and let you know if I make any headway.

* No one promised to implement ALL requested features.

This is true, and honestly I would never want nor expect ALL features to be implemented. There are a ton of Feature requests that I would consider a waste of time. But it does make a good arguement for implementing a plugin architecture that would allow people to write modules that could be plugged into OST to extend its capabilities.

* We couldn't simply include mods in the forum without having to rewrite each one of them - most of them are hacks implemented without consideration of the whole system or at worst horribly implemented to scratch a personal need. Just because a MOD is posted on the forum doesn't mean it's part of the core.

Once again totally true, although I do not think that most people realize it.

There are some mods/functionality that seem to repeatedly get mentioned though, and should probably be implemented even though it means re-writing the mods in a fashion that they are fully integrated into the core. A few examples would be: LDAP support; an easy way to add additional fields to tickets; a way to merge duplicate tickets; and lastly a way to control columns on the open tickets view.

* If you or anyone else want to help contribute to osTicket development then it has to be done via (github). We have instructions on how to contribute code.

Hint to the community, here's your chance!

Thanks for the great product Peter !

Possible Dashboard Issue

One of my clients use IE8 as thier default internal browser and while testing the 1.7 rc version of the software ran into a problem with the dashboard working properly. They are getting a error. The error is as follows: Line Char: 59 Error: Expected identifier, string or number Code: 0 URL: http://~/osticket/scp/dashboard.php(http://~/osticket/scp/dashboard.php)

It might be a javascript error with the file dashboard.inc.js but I'm not sure. I have not had time to thoroughly research it.

ON THE POSITIVE SIDE: They love the new features and are looking forward to the finished product. The installation/upgrade of the old system went very smooth no issues whatsoever.

installation help

When installing i am getting the following error ?

Unable to connect to MySQL server. Possibly invalid login info.

Database Settings

MySQL Table Prefix: os17a_

MySQL Hostname: localhost

MySQL Database: DATABASE NAME I HAVE GIVEN

MySQL Username: USERNAME I HAVE GIVEN

MySQL Password: PASSWORD I HAVE GIVEN.

i have even tried replacing "localhost" with the ip address of hosting, but did not help.

i was entering the wrong ip address of hosting. on entering the correct address i am getting the following error

"Unable to open config file for writing. Permission denied! (#3)"

When installing i am getting the following error ?

Unable to connect to MySQL server. Possibly invalid login info.

Database Settings

MySQL Table Prefix: os17a_

MySQL Hostname: localhost

MySQL Database: DATABASE NAME I HAVE GIVEN

MySQL Username: USERNAME I HAVE GIVEN

MySQL Password: PASSWORD I HAVE GIVEN.

i have even tried replacing "localhost" with the ip address of hosting, but did not help.

@jeffy We plan on putting together, with the help of the community, documentation on how-to configure and use osTicket including sample code for API implementation. The issues you reported will be addressed in the next release candidate - fixes will be available in 'develop' branch by tomorrow or so.

* "overlords" note - was meant to showcase admin note (internal joke perhaps).

For the problem of opening ticket in staff mode, the problem is located around the if condition starting at line 163 of the ticket-open.inc.php file.

I take advantage of making this post to ask a question: (it's not a feature request)

in staff mode, we can open a ticket with a due date, we also can edit ticket to change this due date. Why can't a customer specify and modify a due date from customers interface ?

EDIT : here are my other comments. But, I can thank you all because I think ost has improved in a good manner :)

System :

. Logout

- when connected on the same machine, with two

. Installation

- Still have warnings when installing (from apache server)

Client Interface :

. Knowledge base not included even though the option is set in parameters.

Staff Panel :

. Knowledge base

- on default page => select box for searching by topic is a little bit too high : overhead on upper elements of the form

- Canned Replies default page :

Parse error: syntax error, unexpected end of file in /var/www/html/ost/include/staff/cannedreply.inc.php on line 122

. Tickets part

- when creating a new ticket, you select the department and help topic. Why is there no selection of help topics based up on department selection ?

if you do so, you can start a ticket with a help topic not directly "handled" by department...

- in my tests, I have 2 tickets, one assigned, one not assigned, both answered.

when I come to the tickets part, logged as a user who has nothing assigned to him, the answered tickets count is 1, but when I click, they are two...

Questions :

. why knowledge base categories can't be associated with departments and private by department?

- when, in ticket list, the preview comes, why can't close the preview by clicking outside its zone ? (i think the question applies for every place there is a preview box)

- in my case, phone number is most of cases internal (4 digits). Is there a way to setup the minimum number of digits for phone number ?

- why is ticket assignment comment really mandatory? Can't it be optional ?

- I see in database tables that the table ticket_thread contains an "updated" column. Are you planning on the possibility to edit ticket replies ?

Enhancements :

. Knowledge base :

- keeping track of modifications (when, who) and some previous versions for "rollback".

- save FAQ as PDF

. Tickets :

- when a ticket is associated to a given help topic, in staff panel, put a link to knowledge base for this help topic.

- Parameter whether phone number is mandatory or not.

- as you see ticket status as just open/closed, is it fair to add states "resolved" or "treated", "refused" and "canceled by user" and maybe "waiting for action"?

- is it possible to parametrize whether showing ticket thread in recent->old or old->recent mode ?

if a ticket thread is very very "big", everybody has to scroll to the end of ticket thread to get the answer

- Possibility to send the whole thread (but with no attachments files, except maybe new ones) in notifications

- Possibility of Email notifications in HTML, with personalizable parts (such as header

- Possibility of showing ticket age in ticket list instead of just its date of creation.

- Ticket linking/grouping (or merging)

- Ticket export to knowledge base

- Possibility for a staff to change of help topic (with keeping track of these changes)

- add a "state of progress" feature (if the help topic is a well defined one, with a procedure.. for customer service, it could be great...)

- recap with all files attached to the ticket (and the possibility to replace it)

. System:

- internationalization/multi-lang preparation.

- Webservice SOAP/JSON interface

- Multiple ticket types. For example : Demand / Issue / incident

Just installed 1.7. Haven't really played with it too much, but I can't find an option which allows you to only allow registered users to create a ticket. This is from 1.5-rc5 (http://www.openscriptsolution.com/2009/10/20/password-needed-to-activate-a-ticket-in-osticket-v1-6-rc5(http://www.openscriptsolution.com/2009/10/20/password-needed-to-activate-a-ticket-in-osticket-v1-6-rc5))

Is the option there, and I just didn't see it? If not, I will create a patch.

Is it normal that a user of type 'staff' which isn't member of any team can see tickets from other departments ?

I thought there was confidentiality between departments

@[deleted],

would you prefer that we tell you of issues in this discussion thread or would you prefer for us to create a ticket in github?

Peter, I understand for the question and enhancement part (which I transposed in the "Suggestion and Feedback" subforum).

I just want to point out that in my "long" post, I also reported some facts which are (to me) bugs, or at least missing point.. But my understanding of osticket could be wrong..