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.