osTicket Awesome Forum - Recent Posts

Creating ticket from thread wherein they are totally unrelated

servo — Fri, 15 May 2026 00:49:19 +0000

It creates new ticket from thread wherein they are totally another user and topic.

Screenshot-2026-05-15-084840.png

RE: Priority Status Display Does Not Match Demo

chrswsmn — Tue, 12 May 2026 06:29:04 +0000

Einstellungen -> Tickets -> Übersichten -> Übersicht auswählen (z.B. "Offen") -> Spalten -> bei Priorität auf "Konfiguration" klicken -> Name zu "Priority" ändern (statt Priorität).

The Name of the Datasource for the Column Priority is expected to be in english.

RE: Cannot delete entries in Holiday schedule

chrswsmn — Tue, 12 May 2026 06:21:20 +0000

The same error is still present when editing Lists (Manage->Lists), e.g. Ticket Statuses.

I slightly edited your fix:

#list-items i.icon-edit {
    margin: -5px 5px 0 22px !important;
}

RE: Occasional menu errors / bottom of window glitches

stevland — Fri, 08 May 2026 13:58:57 +0000

Ricky, Jason, Ryan: thank you for contributing to this thread. We'll have a fix in the next release (osTicket Awesome 1.18.3-Awesome-106) which will ship in the next few days.

It turned out to be four independent bugs all manifesting at the same point in the page lifecycle, which is why the symptoms varied across reports. Fixes cover all four.

We couldn't reproduce the exact symptoms on our own installs, which is part of why this took so long. The fixes are real and I'm quite confident that they'll fix the glitches you've been seeing. But if you upgrade to -106 and still see any of these symptoms, please come back and tell us so we can dig in further.

I'll post an update to this thread when the next release is live.

Stevland

RE: Occasional menu errors / bottom of window glitches

stevland — Fri, 08 May 2026 05:49:30 +0000

Hold off on those troubleshooting steps for now, @rbrownsd50-bc-ca.

I may have figured out the culprit. Update to follow soon.

RE: Occasional menu errors / bottom of window glitches

stevland — Fri, 08 May 2026 05:00:09 +0000

Hi Ryan. I'm sorry for your trouble but thanks for picking this thread up. Your detail about the new ticket form fields not appearing until validation fails is new information. Ricky's original report covered the Theme page and the colored bar at the bottom of the screen, but you're the first to mention the form symptom. That tightens our picture a lot.

We haven't been able to reproduce this on our own installs or on the demo, which is part of why it's been hard to nail down. Whatever it is, it lives in a corner of the code path that breaks for some configurations and not others, and a refresh recovers because the second render takes a slightly different timing path. We need someone who can reproduce it reliably to catch it in the act.

Here's what would help most. The next time you can reproduce the broken Theme page or the broken new ticket form, can you grab some browser DevTools data before refreshing?

Open DevTools first (F12 or Ctrl+Shift+I on Windows/Linux, Cmd+Option+I on Mac), then click the gear icon in the DevTools panel and turn on "Preserve log" so a refresh doesn't wipe history. Then load the broken page.

In the Console tab, screenshot any red error messages. Those usually name a file and a line number, which is the single most useful thing you can give us.

In the Network tab, screenshot the request waterfall. We're looking for any rows highlighted red, or anything stuck in a pending state long after the page appears to finish.

If you can also right-click → View Source on the broken state and save it as a text file, then refresh until it works and View Source again, the diff between the two would be gold.

Two clarifying questions while you're at it. Is the missing trouble description and summary happening on the staff-side new ticket flow (admin panel), or on the client-facing form? And does the Theme page break every time you visit it, or is it intermittent the way Ricky described?

I know its a big ask but if you could spare a few minutes I would really appreciate it. Let's nip this annoyance in the bud!

RE: from 1.18.2 to 1.18.3, the logo is missing in the ticket print / PDF view

stevland — Fri, 08 May 2026 04:22:29 +0000

Hi @astaadmin,

Apologies for the long silence here. The last several weeks have gone into rebuilding the entire website, rebranding osTicket Awesome as osAwesome and launching a new subscription system. Your follow-up got buried in the noise of that. Thanks for your patience.

The substantive answer: avatars in printed PDFs aren't really a bug we can fix. Vanilla osTicket doesn't render avatars in PDF print output either, and as of osTicket-1.18.3-Awesome-105 we've simplified our print template to match that behavior. If you update to 105, the red X you've been seeing should disappear, because the avatar tags simply aren't being emitted anymore.

In earlier templates, avatars in PDFs were broken in different ways depending on the allow_url_fopen setting — broken images when off (your case), or generic Gravatar mystery-person silhouettes when on. Neither was actually useful, so we landed on the same behavior as vanilla: don't try to print them at all. The agent/user name above each thread entry identifies the speaker, which is how vanilla osTicket has always worked.

If avatars in PDFs would genuinely add value for your workflow, I'll recommend logging it as a feature request for a future release. It's a non-trivial change — to render reliably under hardened PHP configurations like yours, we'd need to pre-render each avatar server-side and embed it as base64 in the PDF — but if there's interest from you and others, we can look at it down the road.

Thanks again for the excellent diagnostic work earlier in this thread. Your allow_url_fopen analysis on the logo issue is what made that fix possible, and I appreciate you sticking with this one.

RE: Upgrade from a older version 1.12.13 to the latest. Best practice?

stevland — Fri, 08 May 2026 00:09:05 +0000

I just came across this post. I'm sorry that I overlooked it at the time. It's a great question.

I assume you've worked it out by now. But the answer may help some in the future.

If you're upgrading from a really old version, sometimes it helps to do a "staggered" upgrade.

Let's say you're on 1.14.x and need to get to 1.18.x.

It could be problematic to try to upgrade from 1.14.x straight to 1.18.x.

So what I would typically do is upgrade 1.14.x to 1.16.x and then upgrade 1.16.x to 1.18.x.

RE: from 1.18.2 to 1.18.3, the logo is missing in the ticket print / PDF view

astaadmin — Thu, 07 May 2026 09:48:27 +0000

Could you also apply the same fix to the avatars in the PDF print output?

The avatars have the same issue there and show a red X when allow_url_fopen is disabled.

Since allow_url_fopen is usually disabled for hardening reasons, it should generally remain turned off.

Could you reproduce that issue too with allow_url_fopen is usually disabled /for security reasons?

RE: Occasional menu errors / bottom of window glitches

Ryan Brown — Wed, 06 May 2026 23:15:44 +0000

Hello,

I am having similar issues where I click on tabs in the admin panel and they don't load. I'm not sure if it's related bu my open a new new ticket window also doesn't load the trouble description and summary. You have to fail ticket creation before they show up.

I actually renewed my license today thinking that my older version might be the root cause but it wasn't.

osT 1.18.2 and 1.18.3

PHP 8.2 and 8.4