We can no longer edit or add canned responses. 1.9.2This was working.No error is given. It acts like it is adding it, then comes right back, and nothing changed, except the title has been cleared.We also cannot set a response to 'disabled'.Has anyone had this issue? Is there a fix? We are leery of updating unless we know something has been done to address this issue.
Whats changed on the server? (did you upgrade apache? change your config?)Have you upgraded osT?Have you tried clearing your browser cache?I do not remember ever having an issue with canned responses not working... except maybe when my login has timed out.
Hi, Neil,We upgraded to 1.9.5 and the issue persists. We are not able to create a canned response, nor edit an existing one.Browser cache empty, page reset. Now though, when trying to save the new canned response, we get redirected to a non-existent page.This update also has not fixed the constant 'Leave this page?' every time we answer a ticket. I mention it because I think that was in the fix list.Here is the server information:Server Information
osTicket Version
v1.9.5 (ecb4f89)
Web Server Software
Apache/2.4.9 (Unix) OpenSSL/1.0.1e-fips mod_bwlimited/1.4
MySQL Version
5.5.40
PHP Version
5.3.27
PHP Extensions
gdlib
Used for image manipulation and PDF printing
imap
Used for email fetching
xml
XML API
xml-dom
Used for HTML email processing
json
Improves performance creating and processing JSON
mbstring
Highly recommended for non western european language content
phar
Highly recommended for plugins and language packs
fileinfo
Used to detect file types for uploads
PHP Settings
cgi.fix_pathinfo
"1" is recommended if AJAX is not working
date.timezone
UTC
Database Information and Usage
Schema
embrilli_bb3 (localhost)
Schema Signature
b26f29a6bb5dbb3510b057632182d138
Space Used
1185.31 MiB
Space for Attachments
835.04 MiBThanks for any advice you can give.Regards,-Brian
I can confirm the problem with canned responses, that are "unreachable" and unmanageable after the update, but where configured and added correctly when 1.9.4 version was running and canned responses were working.Now the page /scp/canned.php shows only the knowledge base.The server is a standalone server which runs only Osticket 1.9.5No changes were made in the Apache configuration and no upgrades were made to apache.Here is the system information:Server InformationosTicket Versionv1.9.5 (ecb4f89)Web Server SoftwareApache/2.4.10 (Win32) OpenSSL/1.0.1i PHP/5.6.3MySQL Version5.6.21PHP Version5.6.3
I just verified that the canned response now are manageable logging in with another user account that has full administrative privileges.Also the account that I was using previously had full administrative privileges, but it was registered also as normal users in the user list, due to the authentication method we are using (LDAP)I can reproduce the error logging out and logging in again with the account that is present on both the agent and the user lists. The canned responses "disappear" and they can be reached again with an administrative account that is only in the agent list, configured manually without ldap authentication and without a corresponding account in the user list.
I've pinged the devs to take a look at this.
There is a permission grantable via the group to manage canned responses, and there is a config option to enable the canned responses feature. Are those settings setup properly? v1.9.5 introduced a "fix" that actually implemented the checkbox to enable/disable the canned responses feature.
Okay, we upped to 1.9.5 and the problem seems to be overcome.Of course now we have a brand new problem, so I'll make that a separate topic.Thank you!!
