[stevland]

Hi Erick,

This is just a quick message to let you know I will look into this soon and get back to you.

[stevland]

So that suggests to me that this isn’t actually an issue with osTicket Awesome, but rather something amiss with your installation / web server.

500 Internal Server Error is very generic. The only way to get more information is to look at the Apache logs for clues. Look for entries that were recorded at the time you tried to create the ticket.

But often the cause is wrong permissions.

Please refer to the 500 Internal Server Error and What file and folder permissions do I need? sections on the Troubleshooting page.

[stevland]

Press SHIFT + O to switch to vanilla osTicket and try creating a test ticket. Does that work?

[stevland]

Sorry to you both, but I cannot reproduce this issue and I have absolutely no idea what could be going wrong.

In order to try and figure this out I will need access to one of your installations.

Emily or Javier, if you’re willing to let me log into your osTicket please fill out Sections 1 and 2 of this form:

Assistance Request Form

[stevland]

Hi guys,

If you switch to vanilla osTicket by pressing SHIFT + O you will see that this is not an osTicket Awesome issue.

 

See also:

https://github.com/clonemeagain/attachment_preview/issues/63

[stevland]

Hi servo,

Fair enough. Sorry again for the oversight. 

osTicket Awesome for osTicket 1.17.5 (Revision 2) is now ready on the Downloads page.

[stevland]

Hi @servo,

I apologized for the inconvenience. 

The truth is that I don’t test 1.17.x versions as rigorously because very few people download it. Most users stick to the latest stream—which currently is 1.18.x—and that is what I recommend to use.

Having said that, I should have caught this issue. Thank you for bringing it to my attention. I will need to prepare a osTicket Awesome for osTicket 1.17.5 (Revision 2) release to address this. So please standby for that (I will update this forum entry when it is ready) or consider upgrading to osTicket Awesome for osTicket 1.18.1 (Revision 1).

[stevland]

Hi Ole,

You’ll find the option at Theme > Custom Text and Links.

But note that the icon doesn’t appear until the page is quite long, which perhaps explains your confusion.

[stevland]

I have a vague recollection of something similar plauging a customer for weeks. It ended up being the result of caching software on his server (intended to speed up his main website).

Even that seems impossible to me, but it’s the only possible cause I can think of.

Here is something you can try. After configuring your theme settings rename /include/staff/theme.inc.php.

Renaming it will make it inaccessible.

Thus you’ve ruled out that a human or process is reverting the settings by interacting with the webpage.

If the settings revert it means that a human or process is somehow interacting with your database.

At least then you’ll be a bit closer to figuring out the cause.

Please let me know what you determine.

[stevland]

2023 update:

osTicket Awesome is now fully self-contained, and doesn’t call any remote files. Therefore it is fully functional on an intranet or in a locally-hosted environment with no internet.

[stevland]

In case either of  you guys are interested, or anyone else who may read this thread…

…osTicket Awesome is now fully self-contained, and doesn’t call any remote files. Therefore it is fully functional on an intranet or in a locally-hosted environment with no internet.

[stevland]

Which version are you using? Are you referring to the Staff side or the Client portal?

I tried adding a very long ticket Subject and it looks fine in the Ticket List on the Staff and Client sides, on both desktop and mobile, as well as the Ticket page itself using every combination that I can think of.

A screenshot would be very helpful because it can be difficult to reproduce an issue I haven’t personally seen.

[stevland]

I must have forgotten to update the current version info on the server.

Sorry for the confusion.

[stevland]

Hi Stephen,

That is extremely odd, and rather unnerving I’m sure.

I would be happy to provide an answer if I had any idea what is going on. But as you probably realize it is extremely unlikely — whatever is going on — that it is a glitch introduced by osTicket Awesome.

Your best bet is to continue looking for solutions in the osTicket Forum or GitHub page.

[stevland]

Hi Damian,

I cannot reproduce the issue on my end. The password reset function works perfectly.

I’m not sure if it matters, but have you checked your Helpdesk URL?

Admin Panel > System and Settings > Helpdesk URL.