UPDATE: This issue occurs on both of my unmodified 1.10.2 and 1.10.4 installations which both use my demo database.
https://osticketawesome.com/u-1.10.2/scp/tickets.php?a=open
https://osticketawesome.com/u-1.10.4/scp/tickets.php?a=open
Therefore I thought it was pretty clear that the issue is with these versions of osTicket core.
But ntozier (from the osTicket Forum) tested a 1.10.4 installation and reports that there is no issue on his end.
So I am confused as the source of this problem and actually I am mortified.
As it happens I am about to board my 2nd flight and I am starting a two-week vacation. I will have limited connectivity but I will try to look into this deeper as soon as possible.
In the meanwhile, unless you can think of a work-around I imagine that this would prevent your agents from working efficiently. The only suggestion I can offer is to revert back to osTicket-Awesome-1.10.1-v1.4 for now.
I am sorry for the inconvenience!