osTicket 1.8

This section is devoted to the articles on this site about the 1.8 tree from version 1.8ST to 1.8.11.

Articles for osTicket 1.8.x:

  • HELP: Upgrading osTicket to current (1.9rc)
  • HELP: Using the osTicket API
  • HELP: How to manually update a client/user phone number in osTicket 1.8.1.x
  • HELP: osTicket 1.8.1 – How to configure the LDAP Authentication and Lookup plugin
  • BUGFIX: osTicket 1.8.1 – Opening tickets via email fails
  • News: a peek at osTicket 1.8.1
  • HELP: osTicket – Email Template Variables
  • MOD: Add a client side open ticket list to osTicket 1.8
  • HELP: osTicket 1.8 Frequently Asked Questions (FAQ)
  • BUG: osTicket 1.8rc2 upgrader clean up
  • osTicket v1.10 Released!

    After a long time and many release candidates have released osTicket the 1.10 stable. You can get this version via github or preferably at https://osticket.com/download.  It features a bunch of new enhancements and some improvements/bug fixes, and an several security/performance updates.  Here is a list of the changes:


    • Support Passive Email Threading (#3276)
    • Introduce the concept of Trusted Proxies and Local Networks (4396f91)
    • Account for agents' name format setting when sorting agents (#32745c548c7)
    • Ticket Filters: Support Lookup By Name (#3274ef9b743)
    • Enable preloaded canned responses by default (#32747267531)


    • Task: Missing Description on create (#3274, 865db9)
    • Save task due date on create (#3438)
    • Show overlay on forms submit (#3426#3391)
    • upgrader: Fix crash on SequenceLoader (#3421)
    • upgrader: Fix undefined js function when upgrading due to stale JS file (#3424)
    • Use help topic as the subject line when issue summary is disabled (#327474bdc02)
    • PEAR: Turn off peer name verification by default (SMTP) (#32744f68aeb)
    • Cast orm objects to string when doing db_real_escape (#3274e63ba58)
    • Save department on __create (#3274c664c93)
    • Limit records to be indexed per cron run to 500 (#32749174bab)

    Performance and Security

    • Fix memory leak when applying 'Use Reply-To Email' ticket filter action (#343784f085d)
    • XSS: Sanitize and validate HTTP_X_FORWARDED_FOR header (#34394396f91)
    • XSS: Encode html chars on help desk title/name (#34392fb47bd)

    Add a client side open ticket list to osTicket 1.9 or 1.10rc2

    This mod was updated on 15 Dec 2015

    Ever since 1.9 was released my old article on how to add a client side open ticket list has been deprecated. The article that your reading now is yet another updated version to work with both the 1.9.x and 1.10rc2 releases.

    One of the features that I would love to see integrated into osTicket is an open ticket listing for clients. While I do beleive that this would be best added to core or made into a plugin this will have to suffice until one of those two things are realized.  

    I feel that this simple version gives users the ability to see what tickets are already open so as to cut down on duplicate tickets, and gives the user a better idea of how many tickets are ahead of them when placing a request. This mod was originally written for osTicket 1.6ST and re-released for 1.7, 1.8 and now finally 1.9 and 1.10.  While this mod is here for everyone to be able to use, it would be great if the people who use it donated .

    In the past I have included two ways to install (the mod). However with this release I am only including one way to install this (chiefly due to the fact that no one has ever donated a dime for this mod).

    1. Save the display_open_topics.php into your base osTicket folder. Open it and edit the lines 18 through 24 to match your setup.

    2. open osticketDirectory\assets\default\css\theme.css with your favorite text editor and scroll all the way to the bottom and add the following:

    #openticks {
      -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;
    #openticks-b {

    3.  open and edit \index.php scroll down and replace line 79-82

    <?php require(CLIENTINC_DIR.'footer.inc.php'); ?>

    change to:

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

    The file archive for this mod can be downloaded here.

    Running 1.8? Please use see this article instead for that version: Add a client side open ticket list to osTicket 1.8

    osTicket 1.10 is just around the corner

    In case you have lived under a rock the newest osTicket v1.10 should be out soon. While the developers don't give exact dates it's been three (3) months since RC2 was released, and there have been a lot (180 as of this article) commits since it's release. Here is a quick summary of all the new features and the versions that they were introduced in as well as some links to the release notes for each.

    Release Candidate 2 (rc2) released on Aug 19, 2015 notes:


    • new locking system for tickets
    • Ticket Filter revamps
    • Agent import from CLI
    • Mass Transfer and Assign tickets
    • 28 bug fixes

    Release Candidate (rc1) released on July 22, 2015 notes:


    • Access Control 2.0 -> Goodbye Groups, hello Roles
    • More Alert disabling fetures

    Developer Preview released on May 13, 2015 notes:


    • Internationalization, Aka Multi Language Feature – Phase III
    • Tasks
    • New Advanced Search
    • Thread editing
    • Roles, and custom extended access
    • Improved knowledge base interface
    • Multiple forms and disable individual fields for Help Topics
    • Department hierarchy
    • Image annotation
    • Variable context type-ahead
    • Redesigned list management
    • Pluggable filter actions
    • Object relational mapper (ORM) about 47% of the SQL quesries are removed between 1.9.7 and v1.10

    osTicket v1.9.12 Released!

    There is a new version of the 1.9 series, specifically the stable 1.9.12  You can get this version via github or at http://osticket.com/download.  It features some improvements/bug fixes, and an important performance update.  Here is a list of the changes:



    • Fix missing search box adding user to organization (#2431)
    • Fix incorrect update time on FAQ view in staff portal (194f890)
    • Fix incorrect parsing of some multi-part MIME messages (fe62226)
    • Fix auto-claim for new ticket by staff if a filter added a canned response (eca531f)
    • Fix malformed results on remote user search when adding users (#2335)
    • Fix search by ticket number on client portal (#2294)
    • Fix association of user email without a domain to an organization without an email domain setting (#2293)

    Performance and Security

    • Revert poor performing ticket stats query (#2318)

    osTicket v1.9.9 Released!

    There is a new version of the 1.9 series, specifically the stable 1.9.9  You can get this version via github or at http://osticket.com/download.  It features some improvements/bug fixes, and an important security update.  Here is a list of the changes:


    • Properly balance stripped and invalid HTML (#2145)
    • Add MANIFEST file to deployment process and retire duplicate code for packaging (#2052)


    • Fix inability to configure LDAP and S3 plugins (regression) (59337b3)
    • Fix incorrect whitespace in search indexed HTML content (#2111)
    • Add support for invalid multipart/relative content type (aaf1b74)
    • Force line breaks for very long HTML lines (56cc709)

    Performance and Security

    • Fix slow query for ticket counts for large datasets (c4ace2d)
    • Fix slow thread load query (thanks @torohill) (7b7e855)

    osTicket v1.9.8 Released!

    There is a new version of the 1.9 series, specifically the stable 1.9.8  You can get this version via github or at http://osticket.com/download.  It features some improvements/bug fixes, and an important security update.  Here is a list of the changes:


    • Update user information for existing users when importing CSV (#1993)
    • Agent names are consistently formatted and sorted throughout the system (#1972)
    • Memcache session backend support. (See include/ost-sampleconfig.php) (#2031)
    • Email domain validation includes DNS record verification (#2042)
    • Make ticket queue selection sticky (aa2dc85)


    • Fix incorrect mapping of ISO charsets to ISO-8859-1, thanks @nerull7
    • Fix unnecessary drop of ticket CDATA table because of update to deleted field (#1932)
    • Fix inability to create or update organization custom data (#1942)
    • Fix inability to update some fields of user custom data (#1942)
    • Fix filtering user custom data for email tickets (#1943)
    • Fix missing email headers resulting in incorrectly threaded emails when delivered (#1947)
    • Cleanup file data when removing custom file uploads (#1942)
    • Fix crash when exporting PDF and PHAR extension is not enabled
    • Fix crash processing some TNEF documents (89f3ed7, #1956)
    • Fix handling of GBK charset when gb2312 is advertised (#2000)
    • Fix link to client ticket listing when logged in, thanks @neewy (#1952)
    • Disambiguate staff and collaborators when processing a some emails (#1983)
    • Fix several i18n phrase and layout issues (#1958, #1962, #2039)
    • Improve detection of some bounce notices with alternative content (#1994)
    • Fix image URL rewrite when pasting existing images, from a KB article for instance (#1960)
    • Preserve internal note formatting on new ticket by staff if HTML is disabled (#2001)
    • Touch organization updated timestamp on custom data update (#2007)
    • Fix deployment on Windows® platforms, thanks @yadimon (#2033)
    • Fix upgrade crash if retrying an old, failed upgrade from v1.6 (#1995)
    • Fix corruption of some html content (9ae01bf)

    osTicket v1.9.6 Pending Release!

    There is a new version of the 1.9 series being released soon! This maintenance release specifically stable version 1.9.6  can be grabbed via github or preferably at  http://osticket.com/download once it's released.  It features some enhancements, improvements/bug fixes, and and a few Performance and Security fixes.  Here is a list of the changes:


    • New Message-Id system allowing for better threading in mail clients (#1549, #1730)
    • Fix forced session expiration after 24 hours (#1677)
    • Staff panel logo is customizable (#1718)
    • Priority fields have a selectable default (instead of system default) (#1732)
    • Import/Export support for file contents via cli (#1661)


    • Fix broken links in documentation, thanks @Chefkeks (#1675)
    • Fix handling of some Redmond-specific character set encoding names (#1698)
    • Include the user's name in the "To" field of outbound email (#1549)
    • Delete collaborators when deleting tickets (#1709)
    • Fix regression preventing auto-responses for staff new tickets (#1712)
    • Fix empty export if ticket details form has multiple priority fields (#1732)
    • Fix filtering by list item properties in ticket filters (#1741)
    • Fix missing icon for "add new filter", thanks @Chefkeks (#1735)
    • Support Firefox v6 – v12 on the file drop widget (#1776)
    • Show update errors on access templates (#1778)
    • Allow empty staff login banner on update (#1778)
    • Fix corruption of text thread bodies for third-party collaborator email posts (#1794)
    • Add some hidden template variables to pop out content (#1781)
    • Fix missing validation for user name and email address (#1816, eb8858e)
    • Turn off search indexing when complete, disable incorrectly implemented work breaking, squelch error 1062 email from search backend (afa9692)
    • Fix possible out of memory crash in custom forms (#1707, 0440111)

    Performance and Security

    • Fix generation of random data on Windows® platforms (#1672)
    • Fix possible DoS and brute force on login pages (#1727)
    • Fix possible redirect away from HTTPS on client login page, thanks @ldrumm (#1782)

    You can read more about it at the github repository.   As usual it is recommended that you upgrade immediately.