"iframe" blocks new ticket from Agent Panel (Welcome to the Support Center)

maltfield

Hi,

I have a fresh install of osTicket v1.15.1, but I cannot create a ticket as an agent because there's some JS modal that pops-up when I visit '/scp/tickets.php?a=open' that covers-up the window. Everything is dimmed-out, and I cannot close this modal preventing me from accessing the form behind it.

https://osticket.example.com/scp/tickets.php?a=open

Steps to reproduce:

Go to https://osticket.example.com/scp
Login to "Agent Panel"
Click on "Tickets" tab
Click on "New Ticket"

The form appears, then about 0.5 seconds later a window pops-up covering the page that says "Loading..." with a progress spinner. After another second, the modal's contents finishes loading with what looks like the main page. It looks iframe-ish with scroll bars (but I expect it's JS).

At this point, clicking anywhere on the screen does nothing. I cannot scroll through the page loaded in the modal. I cannot click outside the modal. I cannot close the modal. I cannot access the form "behind" the modal to submit a ticket.

Creating a ticket from the main page (as a guest?) works fine.

How do I prevent this pop-up from appearing so I can actually create tickets on my new install within the agent panel?

maltfield

These page-blocking modals are popping-up everywhere.

I also can't add new agents because I can't set their password

https://osticket.example.com/scp/staff.php?id=2

To reproduce, assuming you've already created a second agent after a fresh install:

Login to the "Admin Panel" https://osticket.example.com/scp/
Click the "Agents" tab
Click on the second agent's name
Click "Set Password"

This same modal pops-up, locking the screen and the form behind it.

maltfield

I also see this modal pop-up appear when I hover over some pages. But in these cases, it's not blocking the screen. I just move the mouse, and it goes away.

Example 1: Agent Panel -> Tickets tab -> hover over some ticket

Example 2: Admin Panel -> Dashboard -> hover over some system log entry

I expect that this is a bug and that the contents of these modals should be something else -- likely something that includes a button to close the modal.

What is the code that's responsible for making these modals appear on the example pages above? And how does it decide what the contents of the modal/iframe should be?

ntozier

My guess is that you are not running Apache or IIS.

maltfield

The web server is nginx on Debian 10. Please let me know if you need further info from this system.

ntozier

nginx is not a supported web server at this time. You can make it work, but it does not work out of the box. You will need to go to github and read through the nginx threads to see what changes you will need to make to your configurations to make it work.

This thread might help
https://github.com/osTicket/osTicket/issues/4090

maltfield

@ntozier thank you -- can you please update your install documentation to state that nginx isn't officially supported?

https://docs.osticket.com/en/latest/Getting%20Started/Installation.html

This would have saved us a lot of time setting up our server with nginx, which is far more popular than iis and about as popular as apache.

https://w3techs.com/technologies/overview/web_server

ntozier

Both the github project:
https://github.com/osTicket/osTicket
and FAQ:
https://osticket.com/faq/

Both specifically say:
Web Server: Apache or IIS

maltfield

Can you please add a note to the install guide to say that nginx isn't officially supported?

https://docs.osticket.com/en/latest/Getting%20Started/Installation.html

osTicket README...faq

I saw neither of those pages. When I wanted to install osticket, I visited the install guide, which has a section titled "Prerequisites" that says:

To install osTicket, your web server must have PHP 5.6 (or better) and MySQL 5.0 (or better) installed.

It mentions nothing about the web server, so I naturally assumed that nginx was supported. If maintaining multiple "minimum system requirements" pages is a problem, then I'd recommend putting it all in your docs.osticket.com site, and just hyperlinking from the faq and the README back to your installation docs

But, anyway, I would really appreciate it if you would update your installation documentation to state that nginx is not supported so that the person after me won't waste so much time setting up osticket with nginx.

edgaregonzalez

Hello, I'm using the oficial docker image and I have the same issue.
Example: when I try create a new ticket, I received a modal ask me to login again.

Docker hub: https://hub.docker.com/r/osticket/osticket

ntozier

edgaregonzalez Hello, I'm using the oficial docker image and I have the same issue.

There is no Official Docker image of osTicket.

compumatter

A real heart breaker. Also using NGINX to get all the speed for any of my apps. Will follow up on ways to hack through this but hope you will go in that direction. I really spent some time on your site and did not notice any flags on NGINX.

ntozier

compumatter

Do you mean like:
https://osticket.com/faq/

https://github.com/osTicket/osTicket#requirements