Have you checked these first?
Help us help you: include your environment details. We've made this easy for you. Use the Copy System Info button in Admin Panel › osAwesome › Diagnostics, then paste below.
Note: Never paste the contents of your ost-config.php file here; it holds your database credentials.
Two quick checks before posting: try clearing your browser cache, and press SHIFT+O on any Staff Panel page to enter Safe Mode (a stock osTicket with no enhancements). If the problem still shows in Safe Mode, it's in osTicket itself, not osTicket Awesome. But let us know about the issue either way.
Help us help you: include your environment details. We've made this easy for you. Use the Copy System Info button in Admin Panel › osAwesome › Diagnostics, then paste below.
This forum is public. Never post order numbers, full license keys, email addresses, or payment details.
This is the place for general questions about how billing and licensing work — renewals, activation, staging slots, plan differences, and what happens when a license lapses.
For anything tied to your specific account, refund, or payment, contact us directly instead.
Hello, we are running a configuration where agent's aren't allowed to change ticket priority value, they can still click on this in their dashboard and are prompted with a blank window, nothing renders and this kinda soft locks the agent from interacting with anything. I presume this is due to rendering method, is there a potential fix already for this or should I patch the renderer.
Hi Daniel,
Apologies for the slow response on this one.
This sounds like it could be the quick-edit popup opening but having nothing to render because the agent's role doesn't have permission to change the value. I'd like to narrow it down so I can look into it properly.
When you get a chance, any of the following would help (all optional, but the more the better):
- What version of osTicket Awesome are you running?
- What exactly is the agent clicking when the blank window appears? For example, are they clicking a priority value in the queue list, or clicking something inside the ticket view?
- Are there any errors in the browser console (F12 > Console tab) when the blank window appears?
- Does it happen in a different browser?
- A screenshot of the blank window would be very helpful if you can grab one.
In the meantime, if you can confirm which element triggers it, I can take a look at whether the click target should be disabled for agents without that permission.
It's been a month with no response so I'll mark this as 'Resolved' for now. But you can still add another comment if the issue hasn't been resolved.
Apologies for the non interaction, this occurs when the agent has no edit privileges, upon clicking on the native "Priority" column a blank screen pops-up as opposed to the admin user's view of the "Quick edit" menu, it is a minor "issue" and has no overall impact over the use of OSTA. Thank you !
Agent with edit perms ^
Agent with no "Ticket edit" perms ^