Troubleshooting

Ticket Link and Merge capabilities are not enabled by default in osticket

How to Merge and Link Tickets in osTicket.

When you encounter an issue, the first question you should ask is, "Is this an issue with osTicket or is this issue a result of osTicket Awesome?"

The good news is that you can still use your original osTicket installation. Assuming your original osTicket installation was in a directory called /support, if you followed the installation instructions you would have renamed the directory to /support-old.

Therefore, you can use www.yourdomain.com/support-old to see if your issue still occurs.

As both installations use the same database, any changes made to your tickets or user data in one will be reflected in the other. You can use both installations concurrently without any problems.

If it turns out that your issue still occurs in your osTicket core installation, you can ask for help in the osTicket forum.

If your issue is the result of using osTicket Awesome you can get help here.

Q: After installing / upgrading osTicket Awesome I get a blank screen or a database error.

A: Most installation issues are due to a misconfigured /include/ost-config.php file.

Please double-check that you backed up your original ost-config.php and put a copy of it in the /include directory of your osTicket Awesome installation.

See I broke my installation! above.

osTicket Awesome uses standard permissions.

All folders should be 755 (drwxr-xr-x) and all files should be 644 (-rw-r--r--).

If you suspect that your permissions are messed up you can easily reset them.

For directories

# find . -type d -print0 | xargs -0 chmod 0755

For files

# find . -type f -print0 | xargs -0 chmod 0644

Make sure that the uploads directory has 755 permissions.

# chmod 755 osta/uploads/

Make sure that the uploads directory is owned by the same account that your main website runs under.

# cd osta/
# ls -l
drwxr-xr-x. 2 user group 4096 Jul 13 23:20 uploads

If not, change the owner to the same user and group that your main website runs under.

# chown -R user:group osta/uploads/

Ubuntu users only
Set the owner and group to www-data

# chown -R www-data:www-data osta/uploads/

See What file and folder permissions do I need? above.

See What file and folder permissions do I need? above.

Most people do not use email piping, but for those that do it will require the following steps to set it up with osTicket Awesome.

1. copy support-old/api/pipe.php to support/api/
2. set pipe.php as executable (chmod 755)

Unix users may have to open pipe.php in vi and run the following commands:

# set fileformat=unix

# wq

If you use Sucuri Website Application Firewall, please temporarily disable it, or add the following configuration until the issue is resolved.

Clear the session table: