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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Agents can't utilise password reset link in email

Hi everyone,

I'm experiencing this issue: when a password reset email is sent (e.g. from the admin agents panel) and the agent tries to use the link to set a new password, after entering their username/emailaddress they get thrown back to the same dialogue box over and over and can't reset their password at all.

Issue is occurring on:
osTicket Version v1.10 (901e5ea)
Web Server Software nginx/1.10.3
MySQL Version 5.7.18
PHP Version 7.0.18-0ubuntu0.16.04.1

Clean install, only the /etc/nginx/sites-available/osticket server recipe has been slightly modified (attached) to get AJAX to work properly (tooltips), in php.ini cgi.fix_pathinfo has been set to 0.

The following error is found in the log:

[error] 2035#2035: *415 FastCGI sent in stderr: "PHP message: PHP Fatal error:  Uncaught Error: Call to a member function setTabActive() on null in /var/www/html/osticket/scp/profile.php:50
Stack trace:
#0 /var/www/html/osticket/scp/ require()
#1 /var/www/html/osticket/scp/autocron.php(18): require('/var/www/html/o...')
#2 {main} thrown in /var/www/html/osticket/scp/profile.php on line 50" while reading response header from upstream```

It seems this is a bug, as the problem is exactly the same as mentioned in this issue (have added my findings there as well):

As this results in significant loss of functionality it seems not everyone is experiencing this (otherwise it would been a bigger problem). Any ideas why or what could be done to avoid or fix this issue?

Thanks, Jeroen


  • "Web Server Software nginx/1.10.3"

    ^osTicket does not support nginx.  There are a bunch of custom configuration changes that you need to do to get it to work out of the box.  There are a number of threads over at github about nginx issues. I would recommend that you read through them and make sure that you have everything configured correctly.  I do not run nginx so I probably wont be of much assistance to you in that regards.

    "It seems this is a bug, as the problem is exactly the same as mentioned in this issue (have added my findings there as well):"

    That thread specifically says User not Agent (and yours is Agent not User) and the PHP errors in both are different. So I would disagree that the two problems are exactly the same.  Also the poster doesn't not give any environment details.

    At the very lest I would recommend that you start a github issue report with your environment details, and logged errors.
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