osTicket v1.9.4-DPR now available!

[Jared Hancock]

The osTicket team is happy to announce the availability of osTicket v1.9.4-dpr (Developer Preview Release).

The pre-release will strictly be for developers and enthusiasts to peek into and troubleshoot the upcoming release. We plan on using the feedback to shape the upcoming release of osTicket.

What's new?

Some of awesome features we've added include:

•  Phase II of multilingual support (translatable interface)
•  New ticket states (resolved, archived, and deleted)
•  Custom ticket statuses
•  Custom ticket number formats
•  Full text search capabilities

Downloading

Drop by the download-edge page and download the preview release, language packs, and translated plugins right away. Details on the release will be made on the GitHub site. That’s not all — there are other exciting features in addition to the interface translation and many more to come still!

osTicket v1.9.4-dpr is pre-release software, currently in active development, which may substantially change before it's packaged for public release. It is NOT recommended for production environments nor recommended for upgrading existing installations.

Feedback

Help us get to a stable release sooner! Please remember to utilize GitHub when reporting confirmed bugs. For general discussions, questions, feedback and comments - please use the forum.

Happy bug hunting!

Cheers,

osTicket Team.

[Chefkeks]

Hi guys,

just cloned our live system to test the new 1.9.4 dev preview and played now a bit around with it, so I can give you some feedback and also tell you some bugs you need to squash ;)

Multilanguage Feature:

- Great! To finally see all the hard work of translating/proofreading was definitely worth it :)

- Noticed some parts are still in English, but I guess they are only displayed in English and not in German, since I remember that some of these were definitely / 100% translated. Beside there are still some that may need to be translated, can't say exactly right now since not all phrases seemed to be displayed currently.

- Suggestion for the staff panel to quickly change language: Add these little flags (like it's on the end user portal) behind "My Preferences" at the top of the staff panel with a "flag dropdown list". Maybe a dropdown list with flags / languages is also good solution for the client side, especially when someone is using "a ton of languages". Note: Just tested German and English for the moment, so if there is any behaviour that will make a dropdown list automatically appear if there are more than 2 languages I did not notice it ;)

Ticket statuses and numbering format:

- Looks and works good from what I've tested so far. Summarized: Good job! :)

Full text search capabilites:

- I was really excited about that, because we missed especially an ability to search for data entered into custom forms. E.g. a from to report an issue with a printer. When we search for the issue type or printer it's always telling us that no tickets match the search criteria. Would be really great to also search that data and not only the data from issue details and summary. Would be great if you could add this in a future release of osTicket ;)

Bugs(?):

- LDAP Plugin:

I replaced the LDAP plugin with the one from download-edge and all apache related staff to make the clone of our live system 100% functional also with SSO. Unfortunately I always received a error 500 (internal server error) when I tried to login. SSO (replaced auth-passthru as well) seemed not to work at all, but that was related to LDAP-Plugin, since this was not working, SSO was also not working. In the apache error log I noticed this:

PHP Fatal error:  Call to a member function rootDse() on a non-object in phar:///srv/www/htdocs/previewticket/include/plugins/auth-ldap.phar/authentication.php on line 250, referer: http://servername/previewticket/scp/login.php

I logged then on with a local admin account (not an AD admin account) and look at the LDAP Plugin config. Seemed to look ok, but to test it, I simply removed a server from the ldap-server array / part and clicked on save. Now an error message told me that a connection to the ldap-server "servername" with TLS is not possible. I unchecked TLS and everything worked fine again. I don't know if you changed something with TLS at the download-edge auth-ldap.phar, but without TLS it's now working again with AD auth / SSO.

- Tickets and forms:

After the upgrade I noctied, that tickets which contained a form with data (filled out form) are no longer shows up in the ticket details view! (/scp/tickets.php?id=XXXX) The form is still attached to the ticket (More > Manage forms), but there is no data shown. When you click on "edit" at the top, you see that the form is empty. BUT, in the database the data is still there. So I guess it's only a problem, that the data is not shown at the interface. Beside that, when creating a new ticket with a form, everything is ok - the data is correctly shown in the ticket details / edit view. That issue should definitely be fixed before the next release.

In case you need more info about or want to take a closer look (e.g. teamviewer) just let me know.

Greetings,

Michael

[ismaël dembélé]

Hi Guys,

first of all, excuse my english (i'm a french speaking guy!)

Multilanguage Feature:

We used the french version.  Note that in french, most of IT terms are in english, and we have teams in 3 countries, each agent used its preferred language

Ticket statuses and numbering format:

• We did not found any issue yet, but we had a question: In admin Panel>Tickets, the Ajax  bubble states that " Help Topics can define custom number formats" but we were not able to set up several ticket format. Can't tell if it was designed to work like that
• i.e: Incident => IN00##### , business request => REQ00#####, HR=> CASE00#####

• In the Staff Pannel, there is a new link to quickly change the status of a tickets.  It may be be confusing, as it is labeled "Reopen". It coulld be something else like "update status" or "status change"
  

that's all for the moment. Can't wait to see this version out!

Thanks a lot.

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[Captain Hero]

Hi,

in addition to the post from Chefkeks (" - Noticed some parts are still in English..") I have made some screenshots that are showing untranslated or missing phrases in v1.9.4-dpr.

I have highlighted the affected parts with a red square or circle. Maybe this is helpful..

greetings

Markus

[ismaël dembélé]

Hi guys. 

It seems that unanswered ticket, as well as new ones did not appear with Bold font in the /scp/tickets.php page.

Kind regards

Ismael

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[Jared Hancock]

This is intriguing. Was TLS enabled previously?

Cheers,

Jared

On Aug 26, 2014, at 2:58 AM, Chefkeks <chef...@gmail.com> wrote:

I replaced the LDAP plugin with the one from download-edge and all apache related staff to make the clone of our live system 100% functional also with SSO. Unfortunately I always received a error 500 (internal server error) when I tried to login. SSO (replaced auth-passthru as well) seemed not to work at all, but that was related to LDAP-Plugin, since this was not working, SSO was also not working. In the apache error log I noticed this:

PHP Fatal error:  Call to a member function rootDse() on a non-object inphar:///srv/www/htdocs/previewticket/include/plugins/auth-ldap.phar/authentication.php on line 250, referer:http://servername/previewticket/scp/login.php

[Captain Hero]

Here are some further screenshots with wrong or untranslated content..

[Chefkeks]

Yes it was enabled before. But I found a solution to that problem. While I tried to do an "ldapsearch" from command line, I kept receiving errors that the search can't be performed. So I looked up the errors in the web and found the solution:

I edited the file /etc/openldap/ldap.conf and added at the end:

TLS_REQCERT never

Now it's working also with osTicket auth-ldap and TLS again ;)

Sorry if you began to worry about something could be wrong with auth-ldap.

I also noticed, that "cgi.fix_pathinfo" is seems now correctly to be retrieved.

At the current live system (1.9.3) it shows me that "checkbox + ok arrow" symbol, despite I never changed "cgi.fix_pathinfo" to "1". Now in the 1.9.4-dpr play-around-and-test-osTicket it shows the warning symbol, which is correct. Despite I meanwhile changed "cgi.fix_pathinfo" to "1" it still shows the warning, but found out, that our system seems to ignore that we changed it - so it's not an osTicket problem. But the funny thing is, that if we e.g. change "date.timezone" in the same file / "php.ini" it's probably detected e.g. by phpinfo. Need to deeper look into that issue again tomorrow / next week.

There's one more thing I noticed.

At "Admin Panel -> Settings -> Tickets" all help tips popups (?) are empty (you just see a white popup with the blue (x) at the upper right corner). Maybe the custom tix numbering format broke something here, but that's just a guess since at other osTicket pages (e.g. knowledge base - see Screenshots from Markus) there are also these empty help tips, which are in both installations (live system 1.9.3 and test system 1.9.4-dpr) and not only in the new test system.

Greetings

Michael

PS: +1 for Ismael's suggestion to rename the "reopen" button to "Change status" or just "Status", to re-use an (surely) existing translation of "status" again for the button here ;)

[Martin F]

Not a bug but something i would REALLY want to see is that when you create a custom state that it also creates a flag i think its called.. 

so a new meny item pops up with the state you created instead of only the 3 there are now Closed, answered, Open

cheers

[Chefkeks]

Hey guys,

since there is no discussion for the Release Candidate yet, I add my feedback here.

Have not tested anything yet, but one thing that I really don't like is that in the Field Configuration for the new attachment management you can restrict by file type (e.g. Images) but you can not see what file extensions are included (e.g. .png, .jpg, etc.) and which may not included (e.g. .tiff)

Made a little (modded) screenshot, so that it's clearer:

Beside that I noticed, that the pop-up "Feld-Konfiguration - Issue Details" as you can see at the screenshot above is not centered, to the window size. Maybe it's possible to arrange it so that it's always centered based on the current size of the window instead of centering it based on the horizontal scroll bar (which seems to be the behaviour at the moment).

Greetings

Michael

[Chefkeks]

Here's a follow-up to me previous post:

First, let me say that everything run's smoothly here - upgraded from the v1.9.4-dpr :D

Ok, let's start with the feedback:

Ticket page

With the new states it get's a little bit crowded in the header of the ticket page at the scp but it's still okay:

Offene Tickets --- Beantwortet --- Meine Tickets --- Überfällig --- Resolved --- Geschlossen --- Neues Ticket

Ticket statuses

I deleted a ticket and osTicket told me that the status was changed to "deleted", but I can't see that ticket since there is no "deleted tickets queue" and when I correctly look at the database it's deleted. I expected that maybe the status (or status_id in the database) would then be changed to "deleted" (or "marked for deletion" and status_id = 5 in the database when I saw that correctly) but maybe it's not yet implemented. 

So when you plan to implement a "deleted ticket queue / marked for deletion ticket queue" I think that everything is ok, but when you plan to leave it as it is right now, I think it's a bit confusing that the messages says that the status will be changed to "deleted" instead of clearly telling em that the ticket(s) will be deleted.

I would create a "built-in lists" area at the "lists" page instead of keeping the "Ticket statuses" lists just on top of all other lists - it's better visible that way in my opinion ;)

All other things (status change, adding new status, etc.) work great with the new ticket statuses - did not have any trouble with it :D ;)

File Upload

Beside the feedback from my previous post, the file upload itself work greats :)

Full text seach

Just great to finally search thru all data from custom forms - Yeay \^_^/ !

Ticket filters

Also noticed here that finally it's possible to filter all custom forms - great so far, but here's a suggestion how you could even improve ticket filters / emails to agents / canned responses:

Allow/Add a possibility to send a "canned response" to agent(s) / team(s) instead of the default "new ticket email" which agent(s)/team(s) get when a new ticket is opened. This way you could easily create a "canned response" which could contain all the info entered into a form, so that the agent directly see's the info when he/she is on the move and can only check for new mails and does not have access to the ticket system to see the full ticket. Because in the default mails for announing a new ticket that agents/teams get, you just see the message etc. but not the data entered into custom forms. Or is there any possibility to add all variables to the default mail (which then would be really really long) and only the ones with a value will appear later in the mail?

Choice lists

Mutliple choices @ choice lists - Great! :)

Greetings,

Michael

[Jared Hancock]

Michael,

We’ve added the new box to make filtering attachments easier. Sure some users know what a PNG is, but there is a large audience that does not. For brevity, here is the configuration of the box, described in include/config/filetype.yaml:

---

image:

  description: Images

  types:

    'image/bmp': ['bmp']

    'image/gif': ['gif']

    'image/jpeg': ['jpeg', 'jpg']

    'image/png': ['png']

    'image/svg+xml': ['svg']

    'image/tiff': ['tiff']

    'image/vnd.adobe.photoshop': ['psd']

    'image/vnd.microsoft.icon': ['ico']

    'image/x-ico': ['ico']

    'application/postscript': ['eps']

audio:

  description: Audio and Music

  types:

    'audio/aiff': []

    'audio/mpeg': ['mp3']

    'audio/mp4': ['m4a', 'm4r', 'm4p']

    'audio/ogg': ['ogg']

    'audio/vorbis',

    'audio/vnd.wav': ['wav']

    'audio/wav': ['wav']

    'audio/x-midi': ['mid', 'midi']

text:

  description: Text Documents

  types:

    'text/css': ['css']

    'text/html': ['htm', 'html']

    'text/javascript': ['js']

    'text/plain': ['txt']

    'text/xml': ['xml']

    'application/json': ['json']

    'application/javascript': ['js']

office:

  description: Common Office Documents

  types:

    # Microsoft Office

    'application/msword': ['doc']

    'application/vnd.openxmlformats-officedocument.wordprocessingml.document': ['docx']

    'application/vnd.ms-word.document.macroEnabled.12': ['docm']

    'application/vnd.ms-excel': ['xls']

    'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet': ['xlsx']

    'application/vnd.ms-excel.sheet.macroEnabled.12': ['xlsm']

    'application/vnd.ms-excel.sheet.binary.macroEnabled.12': ['xlsb']

    'application/vnd.ms-powerpoint': ['ppt']

    'application/vnd.openxmlformats-officedocument.presentationml.presentation': ['pptx']

    'application/vnd.openxmlformats-officedocument.presentationml.slideshow': ['ppsx']

    'application/vnd.ms-powerpoint.presentation.macroEnabled.12': ['pptm']

    'application/vnd.ms-powerpoint.slideshow.macroEnabled.12': ['ppsm']

    'application/vnd.ms-access': ['mdb', 'accdb']

    'application/vnd.ms-project': []

    'application/msonenote': []

    'application/vnd.ms-publisher': []

    'application/rtf': ['rtf']

    'application/vnd.ms-works': []

    # iWork

    'application/vnd.apple.keynote': ['keynote']

    'application/vnd.apple.pages': ['pages']

    'application/vnd.apple.numbers': ['numbers']

    # OpenOffice

    'application/vnd.oasis.opendocument.text': []

    'application/vnd.oasis.opendocument.text-web': []

    'application/vnd.oasis.opendocument.text-master': []

    'application/vnd.oasis.opendocument.graphics': []

    'application/vnd.oasis.opendocument.presentation': []

    'application/vnd.oasis.opendocument.spreadsheet': []

    'application/vnd.oasis.opendocument.chart': []

    'application/vnd.oasis.opendocument.formula': []

    'application/vnd.oasis.opendocument.database': []

    'application/vnd.oasis.opendocument.image': []

    'application/vnd.openofficeorg.extension': []

    # Other office

    'application/wordperfect': []

    'application/vnd.kde.karbon': []

    'application/vnd.kde.kchart': []

    'application/vnd.kde.kformula': []

    'application/vnd.kde.kivio': []

    'application/vnd.kde.kontour': []

    'application/vnd.kde.kpresenter': []

    'application/vnd.kde.kspread': []

    'application/vnd.kde.kword': []

    # Creative / Common

    'application/pdf': ['pdf']

    '.csv': ['csv']

    'application/illustrator': ['ai']

    'application/x-director': []

    'application/x-indesign': []

    # Interchange

    'text/vcard': []

    # Other

    'image/x-dwg': ['dwg']

    'image/vnd.dwg': ['dwg']

    'image/vnd.dxf': ['dxf']

    'application/x-autocad': []

    'application/x-mathcad': []

    'application/x-msmoney': []

    'application/x-latex': ['tex']

video:

  description: Video Files

  types:

    'video/avi': ['avi']

    'video/mpeg': ['mpg','mpeg']

    'video/mp4': ['mp4']

    'video/ogg': ['ogg']

    'video/quicktime': []

    'video/webm': []

    'video/x-ms-asf': []

    'video/x-ms-wmv': []

    'application/x-dvi': ['dvi']

    'application/x-shockwave-flash': ['swf']

archive:

  description: Archives

  types:

    'application/tar': ['tar']

    'application/gzip': ['gz']

    'application/x-lha': []

    'application/rar': ['rar']

    'application/x-compress': ['z']

    'application/zip': ['zip']

    'application/x-7z-compressed': ['7z']

[Chefkeks]

Jared, thank you for the info!

Any chance for the small audience to get e.g. a pop-up window whichs shows the file types or something like that? ;)

For example (when I compare this list to our current list of allowed file extensions) we would miss the several Microsoft Visio File extensions @ Common Office Documents and "mov", "mkv" and "flv" @ Video Files and so when there would be any info on the interface it would be good, so that we know to add these file types / extensions to the list of allowed file types / extensions.

You could even go further and make a little own configuration page to manage the file extensions and their groups to add / remove file extensions, create new groups of file extension and so on ... but I think that's totally too much - but (sorry for repeating) a little pop-up window or something would be really helpful in my opinion.

Greetings,

Michael

[Martin F]

Can someone answer me on this question

since osticket switched to custom status but the state is lockdown to Closed open resolved is there anyway someone could take the time and tell me WHERE those state are defined in mysql tables i search but dident find 

im desprate to be able to add more states to a ticket i can offer 100$ to anyone who can help me

You dont have to rewrite the code for me just explain where and ill fix it 

like i said 100$

---------- Forwarded message ----------
From: Martin F <herr....@gmail.com>
Date: 2014-09-11 0:06 GMT+02:00
Subject: Re: osTicket v1.9.4-DPR now available!
To: Chefkeks <chef...@gmail.com>

Can someone answer me on this question

since osticket switched to custom status but the state is lockdown to Closed open resolved is there anyway someone could take the time and tell me WHERE those state are defined in mysql tables i search but dident find 

im desprate to be able to add more states to a ticket i can offer 100$ to anyone who can help me

[Peter Rotich]

Martin,

Supported ticket states are hardcoded at the moment -- see here. It is intended to be internal since the core logic on how the system uses statuses depends on the states. Perhaps explaining your motive for adding more states would help -- adding more states will require major changes system wide.

PS: Offering money might work in other places but I can assure you that it's not the primary motivation for many of us in open source world, especially in such mailing list.

--
Peter Rotich
+1-318-769-9178
http://www.rotich.com

[Martin F]

Yes, I know how the open source comunity works i been involed with serveral projects in the past i just wanted to offer a sweatener ;)

Why i need it? ok,

The ticket when they come in i would need to be able to create custom status and flags for outsourcing  ea out sourced to company1 company2 etc etc.

and that those get their own menuitem to keep easier track on them

do you understand what im mean?

cheers!

:)