M
mccrolly

  • Joined Apr 8, 2020
  • 0 best answers
  • In Add Default Form?

    ntozier

    Right now the best I have been able to do is to add a new section (#3) by creating a new form. If I edit the Ticket Details form, it doesn't seem to show up on the ticket in agent view. It seems to only show up when the ticket is created through the web based submission process. In my environment, 99% of our tickets are opened via email so this means those fields won't automatically appear. The Additional Details form section that I created needs to be manually added to each ticket.

    Is there a way to make it so that the Additional Details form is applied to every ticket by default? Ideally I would like to add the options into sections #1 and/or #2, but if I could just pin the Additional Details form to all tickets that would work too.

    • In Add Default Form?

      Is there a way to add a custom form as a standard on every ticket? If not, is there a way to add custom lists to the existing light blue areas of the ticket in agent view?

    • In Gmail Fetch Problems

      ozkr
      Thanks for the follow up. I think I got it sorted out now. Your previous comment about the cron job got me thinking, so I did some more poking around. My original batch file that had the full path for php.exe in it wasn't working correctly.

      Old batch file: "C:\Program Files (x86)\PHP\v7.3\php.exe C:\inetpub\wwwroot\osTicket\api\cron.php"

      I did some Google searching and found this article: http://burnignorance.com/php-programming-tips/how-do-i-run-a-php-script-using-windows-task-scheduler/

      I went through hat and made sure the Path system variable was pointing to the correct php.exe. I then was able to shorten down the batch file and it has been running successfully for the past couple hours.

      New batch file: "php C:\inetpub\wwwroot\osTicket\api\cron.php"

      Thanks for the help and for the ideas. Now I am on to the next problem. haha.

      • ozkr replied to this.
        • In Gmail Fetch Problems

          ozkr

          I was able to save the email config without any issues. I've actually saved it successfully a bunch of times as I have been messing around with setting hoping and praying that I can get it to work. I can send outbound, no problem, but the incoming fetching is still not working. I'm running on a Widows server, and it sounds like your cron job may be linux... or it could be my inexperience with osTicket...

          I tried setting up a scheduled task, but the official docs just have a little one-liner that says "for windows users in scheduled task add.." There isn't enough detail for me to make sense of exactly what is needed.

          I found this other forum post ( https://forum.osticket.com/d/96490-resolved-tickets-not-fetching-with-gmail/3 ) where one user give a bit more detail about a batch file with the scheduled task, which I have tried to configure based on that info, but that isn't working either. The scheduled task does run successfully every 5 minutes, just no mail fetching.

          This sucks...

          • ozkr replied to this.
            • In Gmail Fetch Problems

              I'm not able to get my osTicket instance to fetch emails from a gmail account and I am not quite sure why. Wondering if I could get a little help. I am able to send test emails and case notes outbound, but I'm not pulling anything in from the gmail inbox.

              This is a fresh osTicket install. I know that the gmail account is working because we are using it currently with our other helpdesk system and I have also confirmed the credentials work and that I can see the test emails in the inbox. I reviewed the documentation on email configuration and followed along with the gmail configuration video and everything was pretty uneventful. I have allowed less secure apps, I have configured a scheduled task on the windows server (not sure if I did it correctly though), and I have checked over the configuration settings a bunch of time. I have tried all combinations of the fetch enable and auto-cron checkboxes. But still nothing. What did I miss?

              System specs: Windows Server 2016, osTicket 1.14.1, IIS10, MySQL 5.5.45, PHP 7.3.13