[Resolved] Unable to set agent password

ICTHELPME1

Hi, Whenever I try and set an accept a password a window pops-up with loading... and nothing happens. I am using Ubuntu 18.04.2 LTS PHP vV 7.2.24, with OSTICKET V 1.14 git. I have this error message in apache2 logs:

Tue Mar 03 19:51:36.655929 2020] [php7:error] [pid 11624] [client 10.10.0.3:63357] PHP Fatal error: Uncaught ArgumentCountError: Too few arguments to function PasswordPolicy::checkPassword(), 1 passed in /var/www/osticket/upload/include/ajax.staff.php on line 40 and exactly 2 expected in /var/www/osticket/upload/include/class.auth.php:1298\nStack trace:\n#0 /var/www/osticket/upload/include/ajax.staff.php(40): PasswordPolicy::checkPassword('Password20')\n#1 /var/www/osticket/upload/include/class.dispatcher.php(145): StaffAjaxAPI->setPassword('6')\n#2 /var/www/osticket/upload/include/class.dispatcher.php(38): UrlMatcher->dispatch('/6/set-password', Array)\n#3 /var/www/osticket/upload/include/class.dispatcher.php(120): Dispatcher->resolve('/6/set-password', Array)\n#4 /var/www/osticket/upload/include/class.dispatcher.php(38): UrlMatcher->dispatch('/staff/6/set-pa...', NULL)\n#5 /var/www/osticket/upload/scp/ajax.php(308): Dispatcher->resolve('/staff/6/set-pa...')\n#6 {main}\n thrown in /var/www/osticket/upload/include/class.auth.php on line 1298, referer: http://10.10.0.20/scp/staff.php?id=6

Please can someone advice me on how to correct this?
Thanks,

ntozier

ICTHELPME1 OSTICKET V 1.14 git.

Please download 1.14.1 from osticket.com/download and install that.
It will likely fix your issue.

frankspider

ntozier I'm running 1.14.1 from osticket.com and I'm still seeing this error when I try to issue a password reset?

ICTHELPME1

Hi,
Thank you, that updated fixed the issue. However, now the helpdesk is emailing me these db errors? Any ideas please?
** [SELECT audit.* FROM ost_audit audit WHERE audit.staff_id= ORDER BY audit.timestamp DESC LIMIT 0,30]

You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'ORDER BY audit.timestamp DESC LIMIT 0,30' at line 1 
---- Backtrace ---- 
#0 (root)/include/mysqli.php(200): osTicket->logDBError('DB Error #1064', '[SELECT audit....') 
#1 phar://(root)/include/plugins/audit.phar/class.audit.php(513): db_query('SELECT audit. ...') 
#2 phar://(root)/include/plugins/audit.phar/templates/agent-audit.tmpl.php(6): AuditEntry::getTableInfo(Object(Staff)) 
#3 phar://(root)/include/plugins/audit.phar/audit.php(64): include('phar:///var/www...') 
#4 (root)/include/class.signal.php(98): AuditPlugin->{closure}(Object(Staff), Object(ArrayObject)) 
#5 (root)/include/staff/staff.inc.php(449): Signal::send('agent.audit', Object(Staff), Object(ArrayObject)) 
#6 (root)/scp/staff.php(190): require('/var/www/ostick...') 
#7 {main}

http://10.10.0.20

** Another 1:
[SELECT count(*) FROM ost_audit audit WHERE audit.staff_id=]

You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1 
---- Backtrace ---- 
#0 (root)/include/mysqli.php(200): osTicket->logDBError('DB Error #1064', '[SELECT count(...') 
#1 (root)/include/mysqli.php(212): db_query('SELECT count()...') 
#2 phar://(root)/include/plugins/audit.phar/class.audit.php(411): db_count('SELECT count(*)...') 
#3 phar://(root)/include/plugins/audit.phar/templates/agent-audit.tmpl.php(9): AuditEntry::getPageNav(' WHERE audit.st...') 
#4 phar://(root)/include/plugins/audit.phar/audit.php(64): include('phar:///var/www...') 
#5 (root)/include/class.signal.php(98): AuditPlugin->{closure}(Object(Staff), Object(ArrayObject)) 
#6 (root)/include/staff/staff.inc.php(449): Signal::send('agent.audit', Object(Staff), Object(ArrayObject)) 
#7 (root)/scp/staff.php(190): require('/var/www/ostick...') 
#8 {main}

http://10.10.0.20
Thanks,

ntozier

Search is your friend.
https://forum.osticket.com/d/96758-bug-when-using-the-audit-core-plugin

ntozier

You upgraded the audit phar plugin with the one linked in the thread above?

frankspider

I hadn't, but I have now and it doesn't seem to have made any difference. I've now disabled it all together but still can't send reset's. Nothing showing in the error log now though.

KevinTheJedi

@frankspider

Both sql errors are in fact mitigated by using the new phar listed here:

https://forum.osticket.com/d/96758-bug-when-using-the-audit-core-plugin/7

Maybe you need to restart the web server, etc to ensure the changes are applied? Or maybe you need to move the current phar from the plugin directory and move the new one in?

Cheers.

frankspider

KevinTheJedi

I've restarted Apache and double checked the phar has been replaced correctly, but still can't reset user passwords. This issue still seems to exist with the plugin disabled though.

Users cannot currently reset their own passwords from the login screen either. They see 'Unable to reset password. Contact your administrator'

KevinTheJedi

@frankspider

Well you are going to have to post your server information, osTicket information, and any related errors for further assistance.

Cheers.

frankspider

KevinTheJedi _ I'm running v1.14.1 (f1e9e88) on Apache/2.4.18 (Ubuntu), MySQL 5.7.29 and PHP 5.6.40-24+ubuntu16.04.1+deb.sury.org+1

Strange thing is there are no errors in the system logs or Apache error log.

Behaviour is that I can open the 'Set Agent Password' dialogue but clicking 'Update' just seems to refresh the dialog (I see the loading icon very briefly).

KevinTheJedi

@frankspider

Upgrade your PHP to PHP 7.0-7.3 and retest.

Cheers.

frankspider

KevinTheJedi I've swapped to 7.0 but no change I'm afraid.

KevinTheJedi

@frankspider

Well, is the Agent in Vacation Mode or anything? Also, do you have Allow Password Resets set to Disabled?

Cheers.

frankspider

KevinTheJedi No, the agents are all active and not on vacation mode. Allow Password Resets is set to enabled.
Thanks

KevinTheJedi

@frankspider

I'm testing this with v1.14.1 and PHP 5.6 and this works just fine for me. Are you using the latest codebase? Are the reset emails going to spam? Please provide EXACT steps to replicate the issue.

Cheers.

frankspider

KevinTheJedi Hi, I'm using the most recent codebase from osticket.com/download. Logged into SCP Admin Panel, navigating to Agents and selecting an agent (I have tried several active agents). Click 'Set Password'. Ensure 'Send the agent a password reset email' is ticked, then click update.

At this stage, the dialogue box refreshes, but nothing really happens.

I'm checking the sent mail from the smtp account and nothing is sending.

Thanks again.

KevinTheJedi

@frankspider

Apply this and see:

https://github.com/osTicket/osTicket/pull/5319

Cheers.

frankspider

KevinTheJedi That has fixed it. Thanks for your help!