Have you checked these first?
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osTicket v1.15.4 // osTicket-1.15.4-Awesome-101
PHP 7.2.34-28+ubuntu20.04.1+deb.sury.org+1 // MySQL 8.0.28 // Apache web server
When I go to /support/scp/tickets.php?a=open from the agent panel by clicking on 'new ticket',
the ticket details text box, has the word 'test' written inside.
Maybe you could remove this?
Thanks