Hi, short question @KevinTheJedi , was this issue already solved?
We are running version
osTicket-Version v1.18.1 (0375576) — Aktuell
Server-Software nginx/1.24.0
MySQL-Version 11.2.2
PHP-Version 8.2.14
and somehow every once in a while we have this excessive errors where we manually have to delete an email from the inbox

Hi,

we are running osTicket (v1.17.3) and all works well.
Just every one in a while i receive the notification that an email can not be fetched. This E-Mail will be received every time OSTicket tries to fetch the email, in my case every 10min. So every 10min i receive an error email that it did not work.

When checking the source of that kind of email, it shows me

Return-Path: <>

at the beginning of the email. Do you guys think that this could be the reason it fails to fetch this email?

Currently i always have to manually sign in to the email box and delete the email out of it.

Thanks already for your help.

Hi,

Serverinformationen
osTicket-Version v1.15.4 (6bd7884)
Server-Software Apache/2.4.38 (Debian)
MySQL-Version 10.3.31
PHP-Version 7.2.34-28+0_20211119.67+debian10₁.gbpf24e81

We are using the API to create a ticket through our website.
The problem we are having is, that the message loses all its formatting when the customer submits it. So all spaces between the lines are lost or at least not shown in OSTicket. All the content will be put into one single line in the actual ticket.

Inside the Ticket form we use "textarea" like this:

        <tr> 
            <td colspan="2" class="pt-10 pl-30">
                <span class="required contact-form-label">
                        Problem <span class="error">*</span>
                </span>
                <br />
                <textarea name='message' id="message" rows="10"></textarea>  
                <div class="error hide" id="message_err">
                    Must be filled out!
                </div>
            </td> 
        </tr>

Anyone can help us or knows what could be the reason?

Hi,

we noticed for a long time already that when a customer writes from Amazon an Email, the ticket gets opened as usual. We reply and close the ticket. Now if the customer replies again, the answer will be inside the ticket, but it will not reopen...

Any other Emails which are not from Amazon will work just fine, we answer and close the ticket, once the customer replies the ticket will open again.

Any idea what could be the reason that Emails from Amazon don't reopen the ticket? Anyone else experiencing this?

Our setup is:
Server Information
osTicket Version v1.15.4 (6bd7884) — Up to date
Web Server Software Apache/2.4.25 (Debian)
MySQL Version 10.1.48
PHP Version 7.2.16-1+0_{20190307202415}.17+stretch₁.gbpa7be82
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Europe/Berlin
Database Information and Usage
Schema ticketsystem (localhost)
Schema Signature add628927ee030469f5d3272ebda1e16
Space Used 3886.58 MiB
Space for Attachments 0.00 MiB
Timezone CET (Interpreted as Europe/Berlin)

Hi,
we still use the Version v1.14.1 (f1e9e88)
We noticed a bug that if a user before has used quotes " " in his name, then the email address will not be shown. But also if the next time the same customer will write an email, this email can not be processed from the Pop3 Mailbox and therefor stays in the mailbox. The result is, that all new incoming emails will also not be able to process because this one email is still stuck.
The solution is to edit the user and remove the quotes from his name (example: "Mr X") and also to add his Email address manually.

In the release notes I couldnt find it, so thats why I was wondering if anyone knows if this is solved with version v1.14.2 or now v1.14.3 ?

Hey guys,

I would just like to give a suggestion in order to make OSTicket even better as it already is.
I think it would be very good in some cases, if there is a function already integrated that translates the message from the customer and allows the Agent to write his message in for example English and it will be translated and sent to the user in French.

At the moment we simply copy / paste it each time to google translate, but having this inside the ticket system would make it much easier because you don't have to jump between.

Just a suggestion... no need to reply unless its integrated haha
Cheers

Ok, thanks for the Info. You can close the ticket then.

You can mark this ticket as solved, what I did was copying the table "ost_file_chunk" in the database to a new table. Then renaming the original table to "ost_file_chunk_old" and then new one to "ost_file_chunk". After verification that everything was working fine I then deleted the old table which before i named "ost_file_chunk_old". Now my database is 25GB smaller then it used to ?

Hi, two issues actually

1) We have installed different languages. When I download the package from the official website including languages for v.1.11 and then I replace the existing files in the folder "include/i18n", the language files always show "the originator of this extension can not be verified". See screenshot.

2) Is there a version of the language files for v1.11? It says the language files are for v1.10, even so they are the latest from your website.

Ha, funny. I just checked, actually the ost_file_chunk table is empty, i dont see any values inside, but it says the size is 25,1 GB, can this be? According to MariaDB there is nothing inside it anymore....

Thanks for your reply, I just checked the database, ost_filechunk is empty, but ost_files still has 61.441 rows of data.
ost_attachment is used to define where the file is in the filesystem?
Could I manually delete the attachments from the database? Is there any value that defines if its loaded from the database or the file system?

Hi, I migrated the files from the database to the filesystem by using this command:

php setup/cli/manage.php file migrate --backend D --to F

The command was successful and the files are now in the filesystem and also they get opened from there. But i noticed that my database is still so big, so actually now I have the "old" files still in the database and the new and old files are also in the filesystem now.

Shouldnt the old files from the database be deleted during the migration?
Anything I can do to "only" have the attachments in the file system?

DB Error #1064 was caused by some old saves searches, it was solved by deleting the entrees from the database. But the main issue why I opened the ticket is still now solved. Any idea what could be the reason? Or something that I can check?

KevinTheJedi
Thanks, but shouldnt the attachments be transfered out of the database only to the file system?
Now I actually have much less space on my harddrive since the it migrated "Migrated 49364 files" but they are also still in the database as it seems by the size of the database.

Thanks for your answer, somehow this logic does not make much sence if a customer reopens a ticket for some other reason. I think the most important would be that the customer always receives his answer in time, therefor the SLA plan would be important after each opening or reopening of a ticket.
Since I also read some people asking for this kind of lets say "feature", maybe it would be something for a future release ?