[stevland]

Hi Daniel,

Apologies for the slow response on this one.

This sounds like it could be the quick-edit popup opening but having nothing to render because the agent’s role doesn’t have permission to change the value. I’d like to narrow it down so I can look into it properly.

When you get a chance, any of the following would help (all optional, but the more the better):

1. What version of osTicket Awesome are you running?
2. What exactly is the agent clicking when the blank window appears? For example, are they clicking a priority value in the queue list, or clicking something inside the ticket view?
3. Are there any errors in the browser console (F12 > Console tab) when the blank window appears?
4. Does it happen in a different browser?
5. A screenshot of the blank window would be very helpful if you can grab one.

In the meantime, if you can confirm which element triggers it, I can take a look at whether the click target should be disabled for agents without that permission.

[stevland]

Hi Jacqueline and Jeremy,

Thank you both for reporting this. I was able to reproduce this obscure issue and identify the cause.

The theme settings page was processing form data unconditionally on every request, including empty or incomplete ones. When that happened, all checkbox-based settings (custom theme toggle, scroll-to-top, consent message, custom CSS, etc.) were being blanked out and saved over your actual configuration. This could be triggered by things like a server’s post_max_size being exceeded, a truncated request from a slow connection, or even a browser glitch, which explains why it seemed random and was so hard to pin down.

Apologies for the frustration this has caused. A fix will be included in the next release.

[stevland]

Hi JulienVDC,

Apologies for the very long delay on this one. This fell off my radar and I’m sorry about that.

Steve, excellent diagnosis, thank you. You nailed it. The :contains("0") selector is doing a substring match, so any organization with a user count containing the digit 0 (10, 20, 30, 100, etc.) gets incorrectly hidden.

Rather than removing the line entirely (which would also remove the intended styling for organizations with genuinely zero users), a slightly more precise fix is to replace this line in include/staff/orgs.inc.php:

$('table.list td:nth-child(3):contains("0")').addClass('user-count-hide');

with:

$('table.list td:nth-child(3)').filter(function(){ return $.trim($(this).text()) === '0'; }).addClass('user-count-hide');

This does an exact match on “0” instead of a substring match, so it will only hide organizations that truly have zero users.

This fix will be included in the next release (Awesome-104).

Thanks again for tracking this down, Steve.

[stevland]

If you haven’t done so already, please update to osTicket-1.18.3-Awesome-103. This issue is fixed and there are many new features.

[stevland]

Hi Christian,

Good news: I’ve identified the problem.

Your ost_user_account table is missing the timezone column, which was introduced in a recent osTicket core update. It appears the database migration during your upgrade from 1.18.1 to 1.18.3 didn’t complete successfully.

Run this in your MySQL console:

ALTER TABLE ost_user_account ADD COLUMN \timezone\varchar(64) DEFAULT NULL AFTER \status\;

Now, I have to be transparent with you. When you confirmed that the same error occurs in old osTicket mode (SHIFT+O), that tells us this is an upstream osTicket core issue, not an osTicket Awesome issue. Normally I would direct you to the osTicket community forum at that point, because I simply cannot troubleshoot core osTicket problems for all of my customers. If I did, I wouldn’t have any time left to actually develop osTicket Awesome!

I overlooked your answer to my fifth question above, so I kept digging when I should have pointed you upstream. Since I’ve already found the answer, it would be silly not to share it. But please understand this is a one-time courtesy, not a service that comes with osTicket Awesome. I also assume no liability if something goes wrong with the above query. Please back up your database before running it.

For future reference, any issue that also occurs in old osTicket mode (SHIFT+O) is by definition an upstream issue. The best place for those is the osTicket community forum:
https://forum.osticket.com/

Hope this gets you sorted!

[stevland]

I am in the middle of migrating my entire web server. As soon as that is complete I will fix the form again. But for now, here are all of the instructions:

Upgrading from osTicket to osTicket Awesome, using Linux, installing to a subdomain

Upgrading from osTicket to osTicket Awesome, using Linux, installing to a subdomain

Upgrading from osTicket to osTicket Awesome, using Linux, installing to a directory

Upgrading from osTicket to osTicket Awesome, using Linux, installing to a directory

Upgrading from osTicket to osTicket Awesome, using Windows IIS, installing to a subdomain

Upgrading from osTicket to osTicket Awesome, using Windows IIS, installing to a subdomain

Upgrading from osTicket to osTicket Awesome, using Windows IIS, installing to a directory

Upgrading from osTicket to osTicket Awesome, using Windows IIS, installing to a directory

Updating osTicket Awesome (already installed in a subdomain on a Linux server)

Updating osTicket Awesome (already installed in a subdomain on a Linux server)

Updating osTicket Awesome (already installed in a directory on a Linux server)

Updating osTicket Awesome (already installed in a directory on a Linux server)

Updating osTicket Awesome (already installed in a subdomain on a Windows IIS server)

Updating osTicket Awesome (already installed in a subdomain on a Windows IIS server)

Updating osTicket Awesome (already installed in a directory on a Windows IIS server)

Updating osTicket Awesome (already installed in a directory on a Windows IIS server)

First Time Installing osTicket or osTicket Awesome, using Linux, installing to a subdomain
https://osticketawesome.com/installation-instructions/first-time-installing-osticket-awesome-linux-subdomain/

First Time Installing osTicket or osTicket Awesome, using Linux, installing to a directory
https://osticketawesome.com/installation-instructions/first-time-installing-osticket-awesome-linux-directory/

First Time Installing osTicket or osTicket Awesome, using Windows IIS, installing to a subdomain https://osticketawesome.com/installation-instructions/first-time-installing-osticket-awesome-windows-iis-subdomain/

First Time Installing osTicket or osTicket Awesome, using Windows IIS, installing to a directory
https://osticketawesome.com/installation-instructions/first-time-installing-osticket-awesome-windows-iis-directory/

[stevland]

Hi astaadmin,

Thank you for your detailed reports. But I tested osTicket 1.18.3 with osTicket Awesome and cannot reproduce either issue:

Logo: Displays correctly in PDF print. The pdf_logo() function is already present in osTicket-1.18.3-Awesome-102 (line 172-173 in include/staff/templates/ticket-print.tmpl.php). Please verify your file contains:

require_once $_SERVER['DOCUMENT_ROOT'] . ROOT_PATH . "/osta/php/functions.php";
$custom_logo = pdf_logo(get_config());

If not, please re-extract from the release zip.

Avatars: Avatars are not rendered in PDF print by design (in both vanilla osTicket and osTicket Awesome). I cannot reproduce the “X placeholder” issue. Could you provide a sample PDF showing this, and confirm whether you have any
custom modifications?

[stevland]

I wouldn’t have realized there was a problem if you hadn’t of reported it. Thank you.

The Installation Instructions conditional logic form is working again.

[stevland]

I’m sorry to learn about the frustration you experienced. Please know that all plugins have been updated in the lastest releases and I will do a better job of keeping them updated going forward.

[stevland]

1. Did the system work correctly on 1.18.1? Could logged-in users open tickets without errors? (I assume yes, but just checking).
2. Does this happen for all logged-in users, or just specific ones?
3. Can you run this SQL and share the result?
   DESCRIBE ost_user_account;

[stevland]

Hi Christian,

1. Which version of osTicket Awesome are you running?
2. Is this a fresh install or an upgrade from a previous version?
3. What version of PHP?
4. I’ve never heard of osticket.error.log.
   1. Are you referring to your server’s Apache / PHP error logs?
   2. Or perhaps the Admin Panel > Dashboard > System Logs?
5. What happens if your agent presses SHIFT + O and enters old osTicket mode before trying to open a ticket?

[stevland]

Hi Dalibor,

As you have pointed out, in vanilla osTicket’s Ticket List, unanswered tickets (and tickets with a new reply) have a bold subject line. Which makes it really obvious.

But I also feel that it is a really unattractive solution. The bold text also steals too much attention away from tickets that have been answered, but are still important nevertheless.

That is why, years ago, I stopped using bold text in osTicket Awesome’s Ticket List and instead used this green icon to indicate that a ticket is unanswered or has a new reply:

I feel that this strikes the right balance of being obvious without being overbearing and ugly.

However, if you would like to restore osTicket’s default functionality of making the text bold, simply add the following to Admin Panel > Settings > Theme > Custom CSS:

table.list td div[style="font-weight:bold"] a {
font-weight: 600 !important;
}

After doing so your Ticket List will look like this:

[stevland]

Thank you for the update.

[stevland]

Sorry for the trouble!

I have activated your account for 2 years starting today.

Thank you for your support.

[stevland]

Thank you for providing the solution, Vic Hoste.

Just to be clear for the benefit of others who may run into this issue, here is what I think is going on.

1. You are have been using the Attachment Preview plugin in osTicket for some time and you are used to seeing the inline images in your tickets.
2. You install osTicket Awesome. You no longer see the inline images, and the ones that were embedded in old tickets appear as “broken” icons. This is because the plugin is no longer installed / activated.

But the solution is super simple! osTicket Awesome ships with the Attachment Preview plugin already integrated. All you need to do is go to Admin Panel > Manage > Plugins and install, configure and enable it.

I hope this helps!