T
tolistim

  • Mar 14, 2019
  • Joined Mar 11, 2019
  • 0 best answers
  • In DST Change causes tickets to auto-timeout on the agent end

    Moving this to 1.11 Stable since it still applies there.

  • In A new Ticket Status type?

    Is there a way to add a new ticket status type? The standard types are fine, but we need a type "Waiting for Customer Reply" that will move an open ticket into a new filter state that keeps it out of the "Open" status list.

    This state is useful for dealing with the agent sending a set of diagnostic steps and the customer replying with something like "I'll try these and get back to you". Currently, the ticket stays in the Open queue and must be regularly revisited by agents, slowing them down in dealing with more legitimate active tickets.

    If a ticket is in this state, when the customer finally replies, the state would change from "Awaiting Customer Reply" to "Open" so that the agent knows it has been replied to.

  • In Upgrading to 1.11.1 isn't showing on my site

    ramrajone
    Thanks, that fixes the CSRF token.

    But ... it does not sort the DST issue with the agent's lock expiring immediately since the ticket lock is seen to be 1 hour old as soon as the agent starts typing. We were hoping that the change to PHP 7.2 would sort this, but no change.

      • In Upgrading to 1.11.1 isn't showing on my site

        Completely cleared the local browser cache in Safari and Firefox and the same thing is returned.

        Launched a new Windows 10 VM and even tried from Edge.

        • In Upgrading to 1.11.1 isn't showing on my site

          ramrajone
          Sorted the php back to 7.2 and now I see the user note about being offline if I go to the main site page.

          But, if I try to login as an agent expecting to see the upgrade option, I receive the "valid CSRF Token required" message.

          As a test, I removed my ost-config.php file and (the setup folder is there from the 1.11 update) I get the install screen. So something is twisted in my config.php file, but that is unchanged from before the DST change.

          Also - the CSRF message is in the error.log, but there is nothing that seems unusual in the php logs.

            • In Upgrading to 1.11.1 isn't showing on my site
            • In Upgrading to 1.11.1 isn't showing on my site

              I just checked Saturday's full backup and the values are the same.

              I restored that backup, overwriting the upgrade attempt and everything is back to normal (with the prior TZ problem).

              Did I miss a step in how I tried to upgrade from the 1.11 ZIP I downloaded from the repository?

              • In Upgrading to 1.11.1 isn't showing on my site

                All files are 0640 (-rw-r-----)
                All dirs are 4740 (drwxr-s---)
                Owner/group are root:apache as is normal for a public facing site

              • In DST Change causes tickets to auto-timeout on the agent end

                ntozier

                All the same: MST.

                For now, I'm upgrading to 1.11 since others running 1.10 are reporting similar TZ issue.

                • In Upgrading to 1.11.1 isn't showing on my site

                  Was using 1.10.4. Decided to upgrade to 1.11.1 to get things up to date. After copying the new "upload" files into my working osTicket folder, I'm now getting a blank site.

                  My Steps:
                  Backed up the system
                  Downloaded the osTicket 1.11.1 from the server
                  Unzipped it into the working folder
                  Copied the uploads content to the main folder as with the original install
                  Checked dates on replaced files

                  After this, when I go to my site, I am greeted with a blank page consisting of:
                  <html>
                  <head></head>
                  <body></body> = $0
                  </html>

                  Obviously I missed something ...

                • In DST Change causes tickets to auto-timeout on the agent end

                  Saturday was the DST change and we're facing a situation with osTicket that causes the Agent's lock to be expired as soon as they open the ticket to reply.

                  We've checked to make sure that the TZ detection is getting MST/Phoenix instead of MST/Denver and we've even tried changing the timezone on the server to PDT (since that is the same as AZ's all-year MST).

                  No luck in any case.

                  Everything else on the server is showing the proper date/time.

                  Our version is 1.10.5 running under CentOS 7.5.