Unable to open User from Ticket Details after 1.14.1 update on Synology NAS

JimCox

We're running osTicket on a Synology NAS which recently updated the available version to 1.14.1 (1.14.2 is not available on Synology yet), so we upgraded. After the update we are no longer able to click on a User in Ticket Details.
It presents as a link of the type "http://[HOSTNAME]/osticket/upload/scp/tickets.php?id=7281#tickets/7281/user" but clicking on the link does nothing.
We have tested this on Chrome and Firefox, on different computers, with different agent logins, always the same result.

ntozier

There has been a couple posts about people using the 3rd party version pushed out by Synology recently. My two recommendations would be:

restore from back up.
do not run their version of the product and instead download the real version for osticket.com/downloads.
contact Synology for support on their modified version of the product.

JimCox

Are you saying this definitely isn't any kind of configuration issue? And definitely not a bug from 1.14.1?

Are there instructions for loading osTicket on Synology devices without their built-in app store?

ntozier

I'm saying that I ran 1.14.1 from when it was released until two days after 1.14.2 was released and didn't encounter this issue.

The instructions for loading osTicket are not hardware / platform dependent. I do not have any instructions that are specifically catered to Synology.

The basics are:

set the webserver to serve a site (and make sure PHP is working).
Ensure MySQL/MariaDB are installed and running and create an empty database, a DB user, and grant that user permissions to the database.
upload the files from the distribution archive to the site
configure the software by running the installer.

JimCox

Can anyone verify if there isn't some configuration/setting that could be causing this issue?

KevinTheJedi

@JimCox

There are no configurable settings that appends the AJAX URL to the actual URL in the browser. That would defeat the purpose of AJAX.

Cheers.