How to increase attachment size in osTicket

How to attach bigger attachment in osTicket ticket system? The default setting is set to small or maybe what your web server support. If your web server already set to allow bigger attachment, then you can do it via osTicket settings page. If you have access to the server to make changes to your PHP.ini file then it’s very easy to do.

This is what your settings might look like:

If your server php.ini file has already change then go to your osTicket /scp/settings.php at the bottom of the page you will see Attachment Storage and Settings, where you will see whatever your web server maximum set to.

Editing php.ini look for upload_max_filesize= change to whatever you like.

If you have increased via editing the PHP.ini file to higher you will get more options

You will need to restart your web services to get updated settings. That’s it, enjoy bigger attachments to your support ticket system osTicket, Thank you osTicket team.



osTicket email settings

How to setup email on an osTicket ticket system, setting up email to create tickets and get a response back on a ticket system. It’s very easy to set up and to make the changes in case you need to, if your support email changes. Here I will list few email settings for you and you will get an idea, it’s alsimilar are you just have to check your email server requirements. Make sure you have the regular email address for your support email. It does not work with shared or forward.

Common settings::

  • Hostname: your email server FQDN
  • Port number: this can be different based on what your account setting is
  • Mail Box Protocol: this would be combined with Port number, based on your account
  • Fetch Frequency: this can be whatever you like starting from 1 Minute
  • Email per Fetch: how many emails you want to pull at once, this can also be from 1 to whatever
  • Fetched Emails: What happens once it creates a ticket, this should be set to move to folder or delete, if you set to Do nothing, you will have issues
  • Header Spoofing: some have off and some have it on

Incoming and Outgoing email:

Make sure you have email Fetching enabled for incoming emails, otherwise by default it will only pull email when Agent is logged in to system

For Outgoing email, make sure to set your support email address default is None: Use PHP mail function

It’s under: Emails>Settings
Make sure your Email Login Information is correct

Gmail settings:

This can be different based on your gmail account settings, so check your gmail settings and make sure to have correct host name, port and protocol, etc…

Exchange

  • Hostname: YourMailServer.domain.com
  • Port Number: 993
  • Mail Box Protocol: IMAP + SSL
  • Fetch Frequency : 1 minutes
  • Emails Per Fetch : 30
  • Fetched Emails : Move to folder: TicketsOrWhateverName

Microsoft office 365:

make sure your hostname and ports are correct
Hostname: smpt.office365.com
Ports:587 or 993 or 25

For Synology NAS: You will need to setup Cron Job:
/usr/local/bin/YourPHPVerison /volume1/web/osticket/upload/api/cron.php

Check the logs to find more details of osTicket under /scp/logs.php
Web server, email server, Apache, etc… Many times hostname, ports or protocol are mixed up or typo could cause email not to work. You might have firewall issues or IP blocking. Hope this help out someone out there

Also, FYI: Ports information

IMAP uses port 143
But if you use SSL/TLS encrypted IMAP uses port 993

POP uses port 110
But if you use SSL/TLS encrypted POP uses port 995

SMTP uses port 25
But if you use SSL/TLS encrypted SMTP uses port 465

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How to upgrade osTicket to 1.10.4

The osTicket is a great truly open source ticket system, you can customize to fit your business needs. If you are running an older version of osTicket, it’s best to keep up to date with stable releases to keep your ticket system protected. If you wait too long for an upgrade and newer version have many changes then it would get harder. The upgrade process is about the same for most version unless major version which might have database changes and it will run the upgrade script. Here is how to upgrade from version 1.10.1 to 1.10.4

  1. Make sure you have a good backup of Database and files of osTicket
  2. Then put the system in the offline mode: by going to /scp/settings.php
  3. Download the new version from https://osticket.com/download/ and choose the osTicket Core, v1.10.4 (Latest Release)
  4. Upload to your server v. 1.10.4 and replace current files/folders from Upload folder from your downloaded, and exclude the script folder/files
  5. Make sure you have the correct permission, then go to the URL/SCP of the osTicket system and login
  6. Delete the /setup folder and update any customization you may have, once all is good you can put system back online

That’s it, if customized PHP core files, those needs to be re-applied after the upgrade. If are using plugins, make sure it supports the new version. Most if not all open source project is fully customizable and downside to is keeping up to date with any customization been done to the core system. You will find many solutions to the problem in a forum where people report and help out each other. Please read your error message and logs of your system web server, PHP, osTicket, it gives many ideas about why things are not working. Many of them due to PHP version not supported. If you were to get help from the forum, please include your system information, like osTicket, PHP version, web server, and remember forum support is free, so don’t order/demand to fix your issues.

Note because 1.10.1 to 1.10.4 upgrade did not have any database changes so you will not see the upgrader screen. If you want you can run manually upgrader: /scp/upgrade.php, most likely you will see the message: “Nothing to do! System already upgraded to v1.10.4 with no pending patches to apply. ”

Common issues/solution:

error: Valid CSRF Token Required
solution: edit include/class.ostsession.php line around 191

catch (DoesNotExist $e) {
$this->data = new SessionData([‘session_id’ => $id]);
+            $this->data->session_data = “”;

 



osTicket installation on Ubuntu 16.04

osTicket is one of the great open source support system, very easy to install and use.  I have noted the whole process, short version, and detailed version.  What you will need from start to finish.  This installation is fresh, without any add-ons or any customization osTicket version 1.10.1.  I have written this installation based on Ubuntu 16.04 with Apache as a web server, it may work just fine with other versions of Ubuntu servers or similar to other flavors of Linux systems.  Assuming you have your web server and domain up and running without any issues.  So, let’s get started

What you will need

  • Server requirements:  You can get up to date from official docs from osTicket very well documented
    • PHP 5.6 (or better I am going to be using PHP7.0)
    • MySQL 5.0 (or better)
    • 2GB memory recommended 4GB or more
  • Access to web/database server via SSH
  • Access to site file via (FTP, SFT, GUI, SSH, etc. …)

Getting server ready to install osTicket:

Installing requirements, you may need to run add this to repository void error, log in to your web server via SSH

Commands:
sudo apt-add-repository ppa:ondrej/php
sudo apt-get install php7.0-gd php7.0-imap php7.0-xml php7.0-mbstring php7.0-intl phpapcu

Downloading osTicket:

https://osticket.com/download/
Once you have downloaded then extract it or upload it to your web server common location: /var/www/

Then set the permission:

commands: make sure to change /var/www/ to your path
sudo chown -R www-data:www-data /var/www/

Click Continue once you have fixed any issues, please correct it before going forward

Setup osTicket Database and give full permission using whichever tool you are comfortable with it, then fill in details and click Install now

if everything went well you should see Congratulation, then just change the permission of your config file

You should be able to login to your osTicket support system with the information you used earlier, see my notes, where I have put in some common issues you may encounter when installing.

Notes and common errors/solution: 

You may need to do these if you get errors or other settings changes


If you have not copied the ost-sampleconfig.php to include/ost-config.php
then you will get the following message


You will also need to make sure that ost-config.php has correct permission, otherwise, you will get this message:


if you have already installed the PHP IMAP extension and still gives you an error, take a look at your php.ini file and enable it by uncommenting /etc/php/php.ini:
;extension=imap.so
to
extension=imap.so


You may need to restart the web service after making changes to take effect:
sudo systemctl restart apache2


error: Valid CSRF Token Required OsTicket:
then need to edit file class.ostsession.php round line 191
catch (DoesNotExist $e) {
$this->data = new SessionData([‘session_id’ => $id]);
$this->data->session_data = “”;


error: Php 7.2 compatibility issue (not recommended to use this version of PHP on osTicket 1.10.1 or 1.10.4, it should support on new version 1.11)
then need to edit file class.ostsession.php round line 197

if(!is_string($this->data->session_data)) { $this->data->session_data = strval($this->data->session_data);

}


These commands to install PHP version 7.0 extensions manually one at a time:
Sudo apt-get install php7.0-gd
Sudo apt-get install php7.0-imap
Sudo apt-get install php7.0-xml
Sudo apt-get install php7.0-mbstring
Sudo apt-get install php7.0-intl
Sudo apt-get install php-apcu


Make sure to protect your ost-config after the installation by changing the permission:
sudo chmod 0644 /var/www/include/ost-config.php