I just recently upgraded osTicket from 1.10.4 to 1.11, everything in the upgrade process went smoothly. I am running it on Centos 7 with Apache and PHP 7.2.16

However I had the osTicket Reports Plugin from Software-Mods installed and working in 1.10.4 but when i upgraded to 1.11 it stopped working. I went to the Software-Mods site and downloaded version 8.1.0 of the Reports Plugin that according to the site works with osTicket 1.11. However it isn't working properly

If I try to open the plugin by clicking on "Reporting" under the Applications heading, I just get the below image. It no longer displays properly. No matter what options I select it does the same thing. It also no longer generates the csv, chart or pdf file properly in the /scp/REPORTS folder.

To upgrade the plugin what I did was I just copied the files from newly downloaded "Reports_8.1.0.zip" file and put them into the correct /scp folder and /include/plugins folder and just overwriting the files that were already there.

Thinking that maybe something didn't work properly in the upgrade I went to the plugins area of osTicket to try and delete the plugin but I get the error it goes to a "This Page Isn't Working, with HTTP 500 error". I also deleted all uploaded files and uploaded them again, but I still get the same results with the screenshot above and nothing working.

Can anyone kindly help me to get this plugin working again.

OK I will try, but in the past when I had first purchased the plugin I had tried opening a ticket through their site and never got a response back, even with follow ups.

Once I have something I will come back here to update the ticket in case someone else has same problems.

So I played with this a little... (I honestly hadn't touched the reports plugin since I upgraded to 1.11) and have had it disabled.

Seems like the plugin has a problem with PHP 7.2.15 Changing to PHP 7.0.30 fixed it. (of course the version of the report plugin I have is a little outdated. Let me update it to: 8.1.0 like you are running. (I have 8.0.9 installed).

Follow up: 8.1.0 works under PHP 7.0.30. This definitely looks like the plugin has some PHP 7.2 compatibility issues.

@Scott_B Sorry for the issue, I'll take a look at this running under 7.2 and see what I can come up with. @ntozier Thanks for testing!

Thank you @ntozier for doing the testing. Unfortunately at the moment I cannot downgrade to PHP 7.0.30 due to other applications I have running on the same linux box.

@scottro not a problem for the issue... no software is ever perfect. BTW are you the developer? If so I tried creating a login for your ticket system but can;t login to create a ticket it says my new account needs confirmation even though I received the email and confirmed the account.

@Scott_B Thanks, I checked on your account and it still showed pending and wouldn't let me manually set it to active through osTicket so I just went into the database (yes, I'm the developer ?) and modified the status ? I think you should be able to login now and create tickets but let me know if you have any issues, please. The osTicket installation that I develop and test with is currently running 7.0.30 also. I'm going to see about installing 7.2 as well and then I'll be able to test and resolve this. I can work on this this weekend and give you an update on Monday of my progress.

@scottro yes I was just able to login and create the ticket... you should see now... I posted same details that are in this forum post. An update by Monday is fine with me. Thank you for your quick replies

19 days later

@scottro I got the email from your helpdesk system providing the link to the new download version 8.2.0. I installed it and everything is working like it was.

However I now noticed that when I run reports any ticket that is open/in progress shows the Time to Resolution (AVG) as -50Y -3M -4w -5d (numbers change based on when ticket was opened). Now I know this is because that field gives AVG based on when ticket was opened to resolved/closed, but is there a way to leave this value blank if ticket is still open? No big deal if it can't be done.

I also noticed a new feature called "Filter". How do I go about using this? Currently the drop down has nothing and I don't see any option where I can configure filters for the Report Plugin.

Finally I wanted to ask these questions in the helpdesk ticket I have opened with you, but your site http://www.software-mods/support/ gives a 500 error, so you may want to look at that if you are not already aware?

@Scott_B

First off, thanks for the heads up on the site! It was working when I left it yesterday evening. I'll take a look and get it back up again.

You are correct on the open tickets not having the correct AVG time. It's on my list of little bugs to fix and now that I've got us updated to Reports 8.2.0 I think I can go ahead and knock that one out pretty quick. I'll get it fixed and post Reports 8.2.1 ASAP.

The filter you can use by first selecting a type of report such as "Tickets Per Department". From there the Filter drop down should get populated and you can select an individual department to report on. You can do this for several of the report types.

Thanks again!
Scott

@scottro

No problem about the site.. I see it is now back online.

Than for the clarification on the filter option.. I didn't even think that the filter option had anything to do report type... DUH!! ?

I'll await your next update to fix the AVG time bug.

Thanks again for your support and quick turn around!

@Scott_B
No problem, thanks! I've got Reports 8.2.1 up for you now and updated your support ticket with a link. ?

2 months later

Hi,
Can anyone please guide me, how to enable report view, (which i recently procure from software-mod) to specific users without giving admin right.
Also how to email reports.

You should really contact the author for support at:

By email:
support@software-mods
By ticket:
www.software-mods/support

That being said you make and run your report here:

You can tell it to email by default in the plugin config or in the report criteria.

a year later

Hello there,

I paid $ 50 for this add-on 3 days ago via Paypal, but there is no return to me yet ...
@scottro

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