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.
Hi,
I recently upgraded to version 1.17.5, but I'm encountering an issue with the sidebar—it's not displaying on both the client and staff sides. Upon inspecting the console, I identified an error that seems to be the cause of the sidebar not showing.
This issue is critical for our operations, and I would greatly appreciate any assistance in resolving it promptly. Can someone please help me investigate and address this matter?
Your prompt attention to this concern is crucial, and I thank you in advance for your support.
Hi @servo,
I apologized for the inconvenience.
The truth is that I don't test 1.17.x versions as rigorously because very few people download it. Most users stick to the latest stream—which currently is 1.18.x—and that is what I recommend to use.
Having said that, I should have caught this issue. Thank you for bringing it to my attention. I will need to prepare a osTicket Awesome for osTicket 1.17.5 (Revision 2) release to address this. So please standby for that (I will update this forum entry when it is ready) or consider upgrading to osTicket Awesome for osTicket 1.18.1 (Revision 1).
Hi Stev,
Thank you for your quick response.
Unfortunately, we're unable to implement version 1.18 due to its dependency on PHP 8.1, which we currently cannot apply.
In the interim, could you please share the patch with us once you checked it? This would allow us to manually update the necessary code while you're working with the 1.17.5 Revision 2.
Thank you!
Hi servo,
Fair enough. Sorry again for the oversight.
osTicket Awesome for osTicket 1.17.5 (Revision 2) is now ready on the Downloads page.
Hi Stev,
Thank you for the update.
Hi Stev,
We are able to confirm that navigation is already showing in Revision 2.
However we are facing a problem in downloading file from the ticket. I noticed that it redirects to file.php?key= and not proceeding to Amazon S3 file link like it used to. It shows error 500.
Thanks.