@terry_tibbles in your post you didn’t say much about news for a roadmap. So yes it was not obvious for me that this was point you were speaking of. You talked more about a problem that prevents you using osTicket that I dont‘t understand because a fix for the problem was in the same link you mentioned.
I have seen a couple of times people asking for a roadmap.
The answer was that there is an roadmap but it is not public because time has shown that this is not a good idea.
The team is small, time is short. A public roadmap will only raise expectations that cannot be fulfilled.
And this would be also frustrating for everyone. There are enough examples you can find on github which have shown that this would help nobody. Neither the users nor the team. It will only cost time which is too short for that and so I personally can understand this decision very well.
And yes this is not a solution that is developed by a big company with many resources. It is an little open source developer team so I think that it is obvious that you can‘t have this expectations to them. Also I would think when somebody is running a web server and says „editing core php files directly is not what is suitable for something that is meant to be used in a production environment“ then there are other things to think about.
Just my two cents as an user that is happy that there is such a powerful and cool open source helpdesk.