Adding custom text fields to tickets in osTicket 1.7ST

So you want to add a custom text field to your tickets in osTicket version 1.7ST? Here are instructions on what the steps are and how to do so:

Summary:

  • 1. Modify the database.
  • 2. modify shared files.
  • 3. Modify the client side.
  • 4. Modify the Staff side.

Step 1 – Modifying the Database

First you have to decide on what you would like to call your field. You should probably name this something that makes sense to the value that going to be housed in the field. Since the person that asked me to write up these instructions want to utilize a “Order Number” field that is what this tutorial is going to be written for, how ever you could just as easily use “Company Name” or “Serial No.” Once you’ve decided what your field is going to hold change it to all lowercase, Capitalizing the first later of words after the first, and remove the spaces. So “Order Number” will become “orderNumber”. If you plan on using a different field simply replace all instances of orderNumber below with your field name.

There are several ways to modify a SQL table (command line, phpmyadmin, MySQL Admin, MySQL Workbench, Navicat Lite, etc) so please feel free to use the way that you are most comfortable with. You will want to run the following SQL query:

ALTER TABLE `DATABASENAME`.`ost_ticket` ADD COLUMN `orderNumber` VARCHAR(255) AFTER `updated`;

Note: You can of course change the VARCHAR(255) to a different size [like (50)] if you plan on having a smaller value in the field.

Step 2 – Modifying the shared files

Next we will be performing a number of edits to different files in the OSTicket directory tree.

edit /include/class.mailfetch.php
in function createTicket($mid)
at line 382 add:

$vars['orderNumber']="WEB"; // set default orderNumber from emails

note: this should probably be changed to something better than “WEB”, but it will at least populate the field with something since tickets opened via email do not have an orderNumber.

Edit /include/class.ticket.php
line 87 add

$this->orderNumber     = $this->ht['orderNumber'];

line 177 add

    function getOrderNumber() {
        return $this->ht['orderNumber'];
    }

at about line 294
locate function getUpdateInfo()
in the info=array after email add

'agency' => $this->getOrderNumber(),

line 1601
add on line after $fields[’email’]

  $fields['orderNumber']    = array('type'=>'string',    'required'=>1, 'error'=>'Order Number required');

Note: you can change required from 1 to 0 if depending on if you want it required or not.

line 1644
remove ; from end of line

line 1645
add

  .' ,orderNumber='.db_input($vars['orderNumber']);

line 1864
add

  $fields['orderNumber']    = array('type'=>'string',    'required'=>1, 'error'=>'Order Number required');

Note: you can change required from 1 to 0 if depending on if you want it required or not.

at line 1970
remove the ; from the end of the line, and add the following on the next line:

.' ,orderNumber='.db_input($vars['orderNumber']);

Step 3 – Modifying the Client Side

Edit /include/client/open.inc.php
at line 45 insert the following:

<!-- start orderNumber -->
    <tr>
         <th>Order Number:</th>
         <td>
             <input id="orderNumber" type="text" name="orderNumber" size="17" value="<?php echo $info['orderNumber']; ?>">
             <font class="error">*&nbsp;<?php echo $errors['orderNumber']; ?></font>
         </td>
    </tr>
<!-- end orderNumber -->

edit /include/client/view.inc.php
add a new blank line at the end of line 35
at line 36 add:

<tr>
  <th> </th>
  <td> </td>
</tr>

on line 52 add:

<tr>
  <th width="100">Order Number:</th>
  <td><?php echo Format::htmlchars($ticket->getOrderNumber()); ?></td>
</tr>

Step 4 – Modifying the Staff Side

edit /include/staff/ticket-edit.inc.php
at line 40 (after the close tr from email)
add the following:

<tr>
  <td align="left">Order Number:</td>
  <td>
    <input type="text" size="50" name="orderNumber" value="<?php echo $info['orderNumber']; ?>">
    &nbsp;<span class="error">*&nbsp;<?php echo $errors['orderNumber']; ?></span>
  </td>			
</tr>

edit /include/staff/ticket-open.inc.php
at line 38 add:

<tr>
  <td width="160" class="required">Order Number</td>
  <td>
    <input type="text" size="50" name="orderNumber" id="orderNumber" value="<?php echo $info['orderNumber']; ?>">
    ∓nbs;<span class="error">*&nbsp;<?php echo $errors['orderNumber']; ?></span>
  </td>
</tr>

edit /include/staff/ticket-view.inc.php

at line 142 add:

<tr>
  <th> </th>
  <td> </td>
</tr>

at line 181 add:

<tr>
  <th width="100">Order Number: </th>
  <td>
    <?php echo Format::htmlchars($ticket->getOrderNumber()); ?>
  </td>
</tr>

Frequently Asked Questions (FAQ) about osTicket 1.7ST

This article was updated on 05 Aug 2013

Frequently many of the questions on the osTicket forums are duplicated. As much as I wish people would use the search feature it seems that most people would rather ask their question than actively look for the answer. So I’ve tried to compile a small list of things that people have either frequently asked, or I think they simply might want to do.

Table of Contents:
Q: How do I change the copyright at the bottom of the page?
Q: How do I make support the default Help Topic?
Q: How do I turn on error displaying for osTicket?
Q: how can I remove Auto Assignment for the tickets, cannot find it anywhere.
Q: where can I change and add new canned responses?
Q: How do I add custom text fields to my tickets?
Q: How do I get my assigned tickets to show in the “Open (X)” queue?
Q: I was using a great mod with 1.6ST will it work with 1.7ST?
Q: how do I reset the Staff panel -> Dashboard Statistics page?
Q: how do I increase the maximum file upload size?
Q: I want osTicket to display “My Tickets” after I close a ticket.
Q: In the new osTicket 1.7ST when I view a ticket it jumps down the page (scrolls), how do I stop this? (aka how to I make it work like osTicket 1.6ST used to work)
Q: How do I make the open ticket listing show the Help Topic? (see image)
Q: How do I make the “Close on Reply” check box checked by default?

Q: How do I change the copyright at the bottom of the page?

A: edit \include\clientfooter.inc.php and change line 4.

Q: How do I make support the default Help Topic?

A: edit \include\client\open.inc.php

find this line: <select id=”topicId” name=”topicId”>
change the line under it to:

<option value="1" selected="Support"> Support </option>

Q: How do I turn on error displaying for osTicket?

A: Generally speaking you shouldn’t need to, because you should be able to consult your PHP error logs. However some web hosts do not give people access to their PHP error logs or to edit their PHP.ini. In cases like this you can utilize osTicket itself to display the error messages.

edit \main.inc.php
find these lines
on or about line 49-50:

    ini_set('display_errors', 0);
    ini_set('display_startup_errors', 0);

change them to:

    ini_set('display_errors', 1);
    ini_set('display_startup_errors', 1);

Make sure that you change them back when you are done.

Q: how can I remove Auto Assignment for the tickets, cannot find it anywhere.

A: Auto assignment can happen at various stages. Here is a list for all the places that you should check.

New tickets have a default department set in:
Admin panel -> Settings -> Default Department

Re-opening tickets has an auto assign to last respondent has a toggle set in:
Admin panel -> Settings -> Tickets -> Re-open Tickets

Help topics can auto assign tickets to staff or teams in:
Admin panel -> Manage -> Help Topics -> (click on each one and check auto-assign to)

Ticket filters can also auto assign based on selected criteria in
Admin panel -> Manage -> Ticket Filters

Q: where can I change and add new canned responses?

A: First you must make sure that your staff account has the ability to mange canned responses.

Go to Admin panel -> Staff -> your staff group.
Make sure that “Can Manage Premade” is set to yes.
Then go to Staff panel -> Knowledgebase -> Canned Responses.

Q: How do I add custom text fields to my tickets?

A: Read and follow the instructions in this article. Adding custom text fields to tickets in osTicket 1.7ST

Q: How do I get my assigned tickets to show in the “Open (X)” queue?

Description:
When I have open tickets and 1 ticket has been assigned to me the ‘open tickets’ tab shows x-1 tickets, the ‘my tickets’ tab shows 1.

The list in ‘my tickets’ is correct, however the ticket assigned to me is missing from the list of open tickets.

A: There’s a setting in the Admin Panel -> Settings/Tickets page:

Assigned Tickets: Show assigned tickets on open queue.

Which controls, globally if assigned tickets are shown in the Open queue. There’s also a similar setting in your My Preferences if you are a manager which offers the same option, but specific for your account.

Q: I was using a great mod with 1.6ST will it work with 1.7ST?

A: Not with out tweaking. As a general rule all available Mods are available in the Mods and Customizations section of the forum for each version. Trying to install a mod for the wrong version will likely result in a headache and non-functional osTicket installation. The mods that are available for 1.7ST are available here:

http://www.osticket.com/forums/forumdisplay.php?f=18

Q: how do I reset the Staff panel -> Dashboard Statistics page?

A: the statistics are stored in the ticket_event table. When you are first playing with osTicket and opening and closing test tickets this table will get populated with information that is used to generate the statistics. If you delete all those test tickets and would like to reset the statistical data you can delete all the records in this table.

Q: how do I increase the maximum file upload size?

A: Go to Admin panel -> Settings -> Tickets and scroll down to Attachments section. Maximum File Size will imit the size of uploads. After it is displayed a (System Max. XM) where X is a number. If you wish to increase that limit you will need to change your settings on your server.

There are a number of ways to do this and none of them are really related to osTicket. You should consult with your hosting company to find out if they support custom php.ini files or .htaccess [a lot of them do now a days].

The basics are you would edit the php.ini and add or change:

upload_max_filesize = 10M
post_max_size = 10M
memory_limit = 12M

Generally speaking post_max_size is the limit of everything submitted with post, so many people chose this to be a multiple of upload_max_filesize to allow multiple files to be uploaded, but this is not mandatory.

If your host does not allow custom php.ini files you may be able to achieve the same results by creating or editing your .htaccess file located in the root osTicket directory.

php_value upload_max_filesize 10M
php_value post_max_size 10M
php_value memory_limit = 12M

Q: I want osTicket to display “My Tickets” after I close a ticket.

A: This is not a configuration change, and requires you to make changes to your source files. It’s important that you back up this file before you perform edits to it in case the file really gets messed up so you can restore. To change that you want to change the URL those links point to, which in this case is tickets.php, however, “My Tickets” is just another version of the same “Open” listing, we really only need to change a single variable!

Edit /include/staff/ticket-view.inc.php
circa line 809 locate:

<form action="tickets.php?id=<?php echo $ticket->getId(); ?>" method="post" id="status-form" name="status-form">

change it to:

<form action="tickets.php?status=assigned&id=<?php echo $ticket->getId(); ?>" method="post" id="status-form" name="status-form">

After you have made these changes save the file, and ctrl-F5 the page in your browser window (or clear your browser cache)
(source)

Q: In the new osTicket 1.7ST when I view a ticket it jumps down the page (scrolls), how do I stop this? (aka how to I make it work like osTicket 1.6ST used to work)

A: This is not a configuration change, and requires you to make changes to your source files. It’s important that you back up this file before you perform edits to it in case the file really gets messed up so you can restore.

Edit /scp/js/scp.js
circa line 34 locate:

$("input:not(.dp):visible:enabled:first").focus();

and change it to:

// $("input:not(.dp):visible:enabled:first").focus();

After you have made these changes save the file, and ctrl-F5 the page in your browser window (or clear your browser cache)
(source)

Q: How do I make the open ticket listing show the Help Topic? (see image)

A: This is not a configuration change, and requires you to make changes to your php files. It’s important that you back up this file before you perform edits to it in case the file really gets messed up so you can restore.

Edit include/staff/tickets.inc.php
circa line 352 locate:

title="Sort By Subject <?php echo $negorder; ?>">Subject</a></th>

On the next line add:

<th width="40">Topic</th>

note: This works best with short help-topics, however you can expand the field by changing the 40 to whatever size best fits for your help topics.

circa line 443 locate:

<?php echo $row['attachments']?"<span class='Icon file'> </span>":''; ?>
                </td>

On the next lin after add:

lt;td>
<?php echo (isset($row['helptopic'])) ? $row['helptopic'] : ' ';?>
</td>

If you have problems with the display you may need to also change the colspan attribute in the same file to prevent the clipping of the footer.

circa line 466 locate:

<td colspan="7">

change it to:

<td colspan="8">

Q: How do I make the “Close on Reply” check box checked by default?

A: This is not a configuration change, and requires you to make changes to a source file. It’s important that you back up this file before you perform edits to it in case the file really gets messed up so you can restore. Once you have backed up the file complete the following.

Edit include/staff/ticket-view-inc.php
circa line 498 locate:

<label><input type="checkbox" name="reply_ticket_status" id="reply_ticket_status" value="Closed"

change it to:

<label><input type="checkbox" name="reply_ticket_status" id="reply_ticket_status" value="Closed" checked="checked"

I fully plan on updating this list from time to time, but have not setup a specific time to do so. If you see something that you think should be added to the list please feel free to PM me on the osticket forums.

Agencies Dropdown and Admin UI for osTicket 1.7ST

These directions are for adding a database populated drop down field to tickets feature for osTicket v1.7ST. While it will be similar for any current version (RC through ST) it has only been tested on osTicket 1.7ST. Directions for modified osTicket v1.7ST will be similar but the line numbers may be different based on how you have modified your own implementation. These directions require that you already have a working implementation of osTickets v1.7ST. If you need these instructions for 1.6ST please click here.

Before you start following the directions on this or any other mod please be aware that you should always back up your site files and your database.

Step 1 – Modifying the Database

First we are going to create a table to store the information for the extra drop down field that we will be creating. For the purposes of this article we are creating the drop down box will be called “Agencies”. To use another name (such as “Program” or “Company” simply replace every occurrence in these directions of the word “agencies” with what you want to call it.

There are several ways to create the table (command line, phpmyadmin, MySQL Administrator, MySQL Workbench, etc.) so please feel free to use the way that you are most comfortable.

CREATE TABLE `ost_agencies` (
  `id` int(10) unsigned NOT NULL auto_increment,
  `agency` varchar(255) NOT NULL,
  `addDate` datetime NOT NULL,
  `isenabled` tinyint(1) unsigned NOT NULL,
  `editor` varchar(25) default NULL,
  `upDate` datetime default NULL,
  `notes` varchar(255) NOT NULL,
  PRIMARY KEY  (`id`),
  FULLTEXT KEY `agency` (`agency`)
) ENGINE=MyISAM AUTO_INCREMENT=0 DEFAULT CHARSET=utf8 ROW_FORMAT=DYNAMIC;

note1: Please make sure that the ost_ prefix is what you are using for your setup. If you are using a different prefix make sure that you change this everywhere in the instructions.

note2: Please note that if you aren’t using “Agencies” please change all references to “Agencies” or “agency” to what you want it to be. There are 4 references in the above SQL query that should be changed. This same holds true for every instance in every step and the files distributed with this mod.

While we are here lets add one (1) entry into the table that you can change or edit later.

INSERT INTO `ost_agencies` (`id`,`agency`,`addDate`,`isenabled`,`editor`,`upDate`)
VALUES (1,'EMAILED TICKET','2010-09-01 11:23:47',1,'','0000-00-00 00:00:00');

Next we need to add a field to the ost_ticket table that will hold the Agency number.

ALTER TABLE `DATABASENAME`.`ost_ticket` ADD COLUMN `agency` INTEGER 
UNSIGNED NOT NULL DEFAULT 0 AFTER `updated`;

Step 2 – Modifying the files

Next we will be performing a number of edits to different files in the OSTicket directory tree.

Edit /include/client/open.inc.php
at line 45 insert the following:

<!-- start test -->
    <tr>
        <th nowrap >Agency:</th>
        <td>
            <select name=agency>
		<option value=0 selected>--select one--</option>
		<?
		  $agencies= db_query('SELECT id,agency FROM ost_agencies WHERE isenabled=1 ORDER BY agency');
		  while (list($id,$name) = db_fetch_row($agencies)){
 		    $ck=($info['id']==$id)?'selected':''; ?>
		    <option value="<?=$id?>" <?=$ck?>><?=$name?></option>
		  <?}?>
	    </select>
            <font class="error"><b>*</b> <?=$errors['source']?></font>
        </td>
    </tr>
<!-- end test -->

edit /include/client/view.inc.php
at line 36 add:

<tr>
  <th>&nbsp;</th>
  <td>&nbsp;</td>
</tr>

on line 52 add:

<tr>
  <th width="100">Agency:</th>
  <td>
  <?
    // need to take $ticket->getAgency and convert it into its name from the ost_agencies table
    $agencies= db_query('SELECT agency FROM '.TABLE_PREFIX.'agencies WHERE id='.$ticket->getAgency().'');
    $agency = db_fetch_row($agencies);
    ?>
    <?=Format::htmlchars($agency[0]);?>
  </td>
</tr>

edit /include/class.ticket.php
in function load($id=0)
at line 68 add:

.' LEFT JOIN ost_agencies agency ON (ticket.agency=agency.id) '

at line 178 after function getEmail() add:

    function getAgency() {
        return $this->ht['agency'];
    }

at line 1962 remove the ; frmo the end of the line, and add the following on the next line:

.' ,agency='.db_input($vars['agency'])

Since email doesn’t have a “agency” value we’re going to hard code one for now. You may want to create a default value in the database of “Emailed” and change this number to that.

edit /include/class.mailfetch.php
in function createTicket($mid)
at line 382 add:

$vars['agency']="45"; // set default agency for emails

line 298
added

  'agency' => $this->getAgency(),

line 1601
add on next line

  $fields['agency']    = array('type'=>'string',    'required'=>1, 'error'=>'Agency required');

line 1644
remove ; from end of line

line 1645
add

  .' ,agency='.db_input($vars['agency']);

line 1864
add

  $fields['agency']    = array('type'=>'string',    'required'=>1, 'error'=>'Agency required');

Lets add “Agencies” to the Admin panel under “Manage” -> “Agencies”

edit /include/class.nav.php
before “break;”
on line 209 add:

$subnav[]=array('desc'=>'Agencies','href'=>'agencies.php','iconclass'=>'alert-settings');

edit /scp/settings.php

on line 24
change

  'alerts' => 'Alerts and Notices Settings');

to

  'alerts' => 'Alerts and Notices Settings',

add next line:

  'agencies' => 'Agencies');

edit /include/staff/ticket-view.inc.php

at line 142 add:

<tr>
  <th>&nbsp;</th>
  <td>&nbsp;</td>
</tr>

at line 181 add:

<tr>
  <th width="100">Agency: </th>
  <td>
  <?
    // need to take $ticket->getAgency and convert it into its name from the ost_agencies table
    $agencies= db_query('SELECT agency FROM '.TABLE_PREFIX.'agencies WHERE id='.$ticket->getAgency().'');
    $agency = db_fetch_row($agencies); ?>
    <?php echo Format::htmlchars($agency[0]);?>
  </td>
</tr>

edit /include/staff/ticket-open.inc.php
at line 38 add:

<tr>
  <td width="160" class="required">Agency</td>
  <td>
    <select name=agency>
    <option value=0 selected>--select one--
    <?
    $agencies= db_query('SELECT id,agency FROM '.TABLE_PREFIX.'agencies ORDER BY agency');
    while (list($id,$name) = db_fetch_row($agencies)){
      $ck=($info['id']==$id)?'selected':''; ?>
      <option value="<?=$id?>" <?=$ck?>><?=$name?></option>
      <?
    }?>
    </select>
    <font class="error"><b>*</b> <?=$errors['source']?></font>
  </td>
</tr>

edit /include/staff/ticket-edit.inc.php
at line 40 (after the close tr from email)
add the following:

<tr>
  <td align="left">Agency:</td>
  <td>
            
    <select name="agency">	
    <?php
    $agencies= db_query('SELECT id,agency FROM '.TABLE_PREFIX.'agencies ORDER BY agency');
    while (list($id,$name) = db_fetch_row($agencies)){
      echo sprintf('<option value="%d" %s>%s</option>',
      $id, ($info['agency']==$id)?'selected="selected"':'',$name);
    }
    ?>
    </select>
  </td>
</tr>

Attached is the agencies-dropdown-admin-interface.zip which should contain all the necessary files that you should be able to simply drop in place. Instructions are included in the archive and here for those who have already modified their osTicket 1.7ST code files.

Attached File: osticket-mod-agencies-dropdown-admin-interface.zip

Translating osTicket into your native language. [Part 2]

Note: Peter announced that 1.8 will have language support.

Originally I was going to go over all the different files that you will need to translate things to fully translate your installation. However while writing the list (which I haven’t finished, but may finish and post later) someone else over at the osTicket forums posted another solution. One I may add that may be very close to the solution if not the solution released in version 1.8.

User Thane posted the following thread on the osTicket forums [MOD] Multilanguage Support which has also been posted on the projects github. You should check it out as its a fantastic solution. If you have modified your 1.7ST you will have to re-mod it after you install this, but its a lot faster and easier than trying to find every 2200(ish) string that needs translating.

BOOK: “The Ocean at the End of the Lane” by Neil Gaiman

My favorite author Neil Gaiman has a new book called “The Ocean at the End of the Lane” coming out in mid June (which is just over 9 weeks and 3 days as of this writing). Amazon has it available for pre-order now and I figured that I should mention this because I just pre-ordered my own copy. 🙂
The book description from Amazon as well as from Neil’s site reads: "A brilliantly imaginative and poignant fairy tale from the modern master of wonder and terror, The Ocean at the End of the Lane is Neil Gaiman’s first new novel for adults since his #1 New York Times bestseller Anansi Boys. This bewitching and harrowing tale of mystery and survival, and memory and magic, makes the impossible all too real…" (source)

Add a client side open ticket list to osticket 1.7ST

This article was updated on 18 Apr 2013

One of the features that I would love to see integrated into osTicket is an open ticket listing for clients. I feel that it gives clients the ability to see what tickets are already open so as to cut down on duplicate tickets, and give them a better idea of how many tickets are ahead of them when they place their request. Now that osTicket 1.7ST has been released I have updated my previous mod for osTicket 1.6ST and re-released here for everyone to be able to use. I have included two ways to install it. If you have modified your installation already you can install manually following the directions. If you have not modified your installation I have included all the files that you can simply copy over your existing ones.

1. Save the display_open_topics.php into your base osTicket folder.
Open it and edit the lines 17 through 20 to match your setup.

Note: my installation uses an additional field ‘agency’ (site) and this is setup to display that field. You will need to change this to remove references to it.

2. Save the theme.css to osticketDirectory\assets\default\css\theme.css
-OR-
open osticketDirectory\assets\default\css\theme.css

A. To make the landing page fit together a little better

scroll or find:

#landing_page #new_ticket

change

margin-top: 40px;

to

margin-top: 10px;

scroll or find:

#landing_page #check_status

change

margin-top: 40px;

to

margin-top: 10px;

Note: I submitted this minor change to core on 04/04/2013 so it may not be needed in the future.

B. add the following to the bottom

#openticks {
  padding:5px;
  background:#BFBFBF;
  -moz-border-radius: 5px;
  border-radius: 5px;
  -moz-box-shadow: 3px 3px 3px rgba(0, 0, 0, 0.4);
  -webkit-box-shadow: 3px 3px rgba(0, 0, 0, 0.4);
  box-shadow: 3px 3px 3px rgba(0, 0, 0, 0.4);
}

#openticks-a {
  border-right-style: solid;
  border-right-width: 1px;
  border-right-color: #BFBFBF;
  text-align:center;
  vertical-align:middle;
  padding-bottom:4px;
}

#openticks-b {
  text-align:center;
  vertical-align:middle;
  padding-bottom:4px;
}

3. Copy the index.php (included) into your base osTicket folder
-OR-
open and edit \index.php
scroll down and replace line 50-54

<p>Be sure to browse our <a href="kb/index.php">Frequently Asked Questions (FAQs)</a>, before opening a ticket.</p>
</div>
<?php
} ?>
<?php require(CLIENTINC_DIR.'footer.inc.php'); ?>

change to:

<p>Be sure to browse both our <a href="kb/index.php">Frequently Asked Questions (FAQs)</a>, and the open tickets below before opening a ticket.  Thank you.
  <div id="openticks"><?php include('display_open_topics.php'); ?></div>
</p>
</div>
<?php
} ?>
<?php require(CLIENTINC_DIR.'footer.inc.php'); ?>

NOTE: This will not get displayed if you have not enabled and setup knowledgebases and have a public FAQ! To do so read this article: setting up and using FAQS in osticket. Alternatively you can replace the code change above with this one:

<?php
if($cfg && $cfg->isKnowledgebaseEnabled()){
    //FIXME: provide ability to feature or select random FAQs ??
?>
<p>Be sure to browse both our <a href="kb/index.php">Frequently Asked Questions (FAQs)</a>.
<?php
} ?>
<p>Please review the open tickets below before opening a ticket.  Thank you.
<div id="openticks"><?php include('display_open_topics.php'); ?></div>
</p>
</div>
<?php require(CLIENTINC_DIR.'footer.inc.php'); ?>

The file archive for this mod can be downloaded here.

How to Upgrade from osTicket 1.7RC6 to 1.7ST

Now that osTicket 1.7ST is finally out people are of course going to want to upgrade. If you are running v1.6ST or are running any of the DPR or RC of 1.7 I highly recommend that you upgrade immediately. If you are running version 1.6ST please read: How to upgrade OSTicket from 1.6ST to 1.7RC4. If you were running rc6 please read on.

The upgrade from RC6 to ST is incredibly simple because there were no database structure changes between the two versions. Most of the file changes from RC6 to ST are actually in mail handling. Here’s the list of what to do. Normally I would tell you to always back up your database (and create a backup of your root web directory), and while it is best practice to do so I personally do not find it particularly necessary this time. [note: if you have modified your 1.7RC6 installation you should still back it up even if its just as a reminder to you how you modified it so as to re-create those modifications again.]

  • Download the 1.7.0 package
  • Extract the zip, and copy EVERYTHING into your current osticket folder.
  • Crack the can open, because your done.

Okay your not really done. For security reasons you should really go into your osTicket folder and delete setup. If you don’t and you go to your admin panel you will receive the annoying message of

"Please take a minute to delete setup/install directory (../setup/) for security reasons.

But wait! That’s too easy you say! Aren’t I supposed to go to osTicketInstall.ext/setup/upgrade.php? Well you can if you really want to, but you will see the red warning message saying:

Nothing to do! System already upgraded to 1.7.0 with no pending patches to apply.

Remember how at the beginning I mentioned that there are no database changes between 1.7RC6 and 1.7ST? There really are not any. Enjoy.

Followup: Unwritten (Graphic Novels) a recommendation

Unwritten Vol 1 CoverUnwritten Vol 1 Cover
Vol 1
Back in mid February I wrote about this amazing graphic novel series called Unwritten, well this morning I got an email from Amazon telling me that my order of Unwritten volumes 5 through 7 has finally shipped. Volume 7’s release date was yesterday so I have been waiting [not so] patiently since placing the order for it to get here. Now I know there the waiting is almost over, time to re-read the first four!

"Probably the most important reference point is the autobiography 
of Christopher Milne – who is famous as the Christopher Robin of the Winnie 
the Pooh books.  Milne grew up feeling that his father had stolen his childhood
from him, turned a profit from it and then given it back to him in a form he
couldn’t use."


Vol 5

Vol 6

Vol 7
If you checked out this series at my recommendation then you should really check out Fables! Fables Vol. 1: Legends in Exile (New Edition) (Fables (Graphic Novels))Fables Vol 1


Osticket 1.7ST (Desoto) released!

Osticket 1.7ST (Desoto) released!

Today marks the 1.7 Stable release of the much anticipated [by the community] widely used open source trouble ticket system known as osTicket. This is the first stable release in just over three years, and was preceded by 4 DPR (Developer Preview Releases), and 6 RC (release candidates).

Some of the new features include: canned auto-reply templates, PEAR package upgrades, email encoding, nested help topics, multi file uploads, new dashboard reports for activity and statistics, new database upgrading system, mouse over ticket previews, service level agreements, client side knowledge base, Email Filters, ticket export (PDF), re-worked osTicket API. The new version also sports a completely redesigned user interface on both the client and staff side which makes osTicket easier to customize.

Additionally this release heralds a new updated web page and forums to help continue to support the project and its users in the coming years. As of this writing there appears to be a small problem with the web page not serving at www, but the site is serving from osticket.com.

You can read the official announcement on the osTicket Forums, and you can download the new version here.