I have been a long time osTicket user and have performed many deployments with the various companies for whom I have worked. I recently deployed osTicket 1.9.8.1 for use in the newest company I am working for as a helpdesk solution and for project tracking purposes.
The environment is listed below:
osTicket: 1.9.8.1
(Plugins installed: LDAP Auth, HTTP passthrough, and Attachments on filesystem)
PHP: 5.6.9
MySQL: 5.6.24
Windows Server 2012 R2 Datacenter
Issue: LDAP created agents are unable to see any statistics
One thing I noticed is when I created a new AD agent with the authentication backend set to, "Active Directory or LDAP", that agent was unable to see any statistics even though "Can view agent stats" was enabled on the group (ticket activity displayed fine). Locally created agents were able to see statistics just fine with no further intervention.
Resolution: max_page_size set to 0 on LDAP agent creation. Changed value to "25"
After comparing a local account with the LDAP account in the MySQL table, "_staff", the only setting that differed was that the local account had max_page_size set to "25" and the LDAP created agent's max_page_size was set to "0". Apparently when the LDAP user is created with the authentication backend set to, "Active Directory or LDAP", this value (which defaults to 25 when a local agent is created) is not inserted. I manually changed the LDAP user's max_page_size to "25" in MySQL, logged in with the LDAP user and statistics showed up fine. To verify, I logged out the LDAP user, changed his max_page_size back to "0" and he could no longer see statistics. I further verified by creating a couple other LDAP users and this behavior was the same.
Conclusion:
It seems to me there are two ways to solve this bug in it's current release. The first is to modify the MySQL table manually after the LDAP agent was created or to have the user log in, go to their preferences page, and simply save the default values as presented and their max_page_size is then set to the default value of "25".
Seems to me that whether an agent is created locally or an AD/LDAP agent account is created this value needs to be inserted as a matter of completeness in creating a new user regardless of the authentication backend as most will not be able to figure out why LDAP created users can not see statistics.