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

After manual install, submitting a response, or changing ticket state, from open, generates errors

The attached screen shot shows the error when attempting to do any operation on an open ticket.

More details:
- There are no MySQL database errors

System log:

Log TitleLog TypeLog DateIP Address
 Invalid CSRF Token __CSRFToken__Warning 02/10/2017 11:08:35 AM50.39.100.64
 osTicket installed!Debug 02/09/2017 01:59:18 PM50.39.100.64

Install details:


About this osTicket Installation

Server Information
osTicket Versionv1.10 (901e5ea) — Up to date
Web Server SoftwareApache/2.4.10 (Unix) OpenSSL/1.0.1e-fips mod_bwlimited/1.4
MySQL Version5.6.35
PHP Version5.4.36
PHP Extensions
gdlibUsed for image manipulation and PDF printing
imapUsed for email fetching
xmlXML API
xml-domUsed for HTML email processing
jsonImproves performance creating and processing JSON
mbstringHighly recommended for non western european language content
pharHighly recommended for plugins and language packs
intlHighly recommended for non western european language content
fileinfoUsed to detect file types for uploads
APCuImproves overall performance
Zend OpcacheImproves overall performance
PHP Settings
cgi.fix_pathinfo"1" is recommended if AJAX is not working
date.timezoneUTC
Database Information and Usage
Schemabobg_ostic696 (localhost)
Schema Signature98ad7d550c26ac44340350912296e673
Space Used0.30 MiB
Space for Attachments0.01 MiB
TimezoneEST (Interpreted as America/New_York)

Installed Language Packs

English - US (English) —

en_US — include/i18n/en_US        

Comments

  • Are you saying that your agents are getting logged out when they post a reply?

    If so please see:
  • I am still seeing the same issues;  Is there specific confuration required to solved these issues described below?:

    We upgraded our server PHP to:

    Server Information
    osTicket Versionv1.10 (901e5ea) —  Up to date
    Web Server SoftwareApache/2.4.25 (Unix) OpenSSL/1.0.1e-fips mod_bwlimited/1.4
    MySQL Version5.6.35
    PHP Version5.6.30

    I am still seeing fundamental ticket operation issues:

    In admin panel with an open ticket:
    - cannot delete the ticket

    When changing ticket state from open to resolve get errors: " unable to lock the ticket"

    Ticket setting and options, Lock Semantics set to disabled,

    attempt to change ticket state get errors: "This operation requires a lock."











  • For clarification, the system is NOT getting logged out.  It just just generates lock errors when attempting to do operations on the database records
  • You would have to check your logs and see if there is an error some where which indicates why it cannot lock the ticket. (Mysql, PHP, webserver)
  • As stated above, there a NO SQL errors: see log:

    At this stage,  If using your application requires me to spend so much time to DEBUG why a basic installation of OSTICKET is not working is completely unacceptable and a complete waste of my valuable time.

    Unlike OSTicket, There are probably other ticket solutions available that most likely work after an install.

    The system will now check the “bobg_ostic696” database.

    [bobg_ostic696.ostic__search] status: OK
    [bobg_ostic696.ostic_api_key] status: OK
    [bobg_ostic696.ostic_attachment] status: OK
    [bobg_ostic696.ostic_canned_response] status: OK
    [bobg_ostic696.ostic_config] status: OK
    [bobg_ostic696.ostic_content] status: OK
    [bobg_ostic696.ostic_department] status: OK
    [bobg_ostic696.ostic_draft] status: OK
    [bobg_ostic696.ostic_email] status: OK
    [bobg_ostic696.ostic_email_account] status: OK
    [bobg_ostic696.ostic_email_template] status: OK
    [bobg_ostic696.ostic_email_template_group] status: OK
    [bobg_ostic696.ostic_faq] status: OK
    [bobg_ostic696.ostic_faq_category] status: OK
    [bobg_ostic696.ostic_faq_topic] status: OK
    [bobg_ostic696.ostic_file] status: OK
    [bobg_ostic696.ostic_file_chunk] status: OK
    [bobg_ostic696.ostic_filter] status: OK
    [bobg_ostic696.ostic_filter_action] status: OK
    [bobg_ostic696.ostic_filter_rule] status: OK
    [bobg_ostic696.ostic_form] status: OK
    [bobg_ostic696.ostic_form_entry] status: OK
    [bobg_ostic696.ostic_form_entry_values] status: OK
    [bobg_ostic696.ostic_form_field] status: OK
    [bobg_ostic696.ostic_group] status: OK
    [bobg_ostic696.ostic_help_topic] status: OK
    [bobg_ostic696.ostic_help_topic_form] status: OK
    [bobg_ostic696.ostic_list] status: OK
    [bobg_ostic696.ostic_list_items] status: OK
    [bobg_ostic696.ostic_lock] status: OK
    [bobg_ostic696.ostic_note] status: OK
    [bobg_ostic696.ostic_organization] status: OK
    [bobg_ostic696.ostic_plugin] status: OK
    [bobg_ostic696.ostic_queue] status: OK
    [bobg_ostic696.ostic_role] status: OK
    [bobg_ostic696.ostic_sequence] status: OK
    [bobg_ostic696.ostic_session] status: OK
    [bobg_ostic696.ostic_sla] status: OK
    [bobg_ostic696.ostic_staff] status: OK
    [bobg_ostic696.ostic_staff_dept_access] status: OK
    [bobg_ostic696.ostic_syslog] status: OK
    [bobg_ostic696.ostic_task] status: OK
    [bobg_ostic696.ostic_team] status: OK
    [bobg_ostic696.ostic_team_member] status: OK
    [bobg_ostic696.ostic_thread] status: OK
    [bobg_ostic696.ostic_thread_collaborator] status: OK
    [bobg_ostic696.ostic_thread_entry] status: OK
    [bobg_ostic696.ostic_thread_entry_email] status: OK
    [bobg_ostic696.ostic_thread_event] status: OK
    [bobg_ostic696.ostic_ticket] status: OK
    [bobg_ostic696.ostic_ticket__cdata] status: OK
    [bobg_ostic696.ostic_ticket_priority] status: OK
    [bobg_ostic696.ostic_ticket_status] status: OK
    [bobg_ostic696.ostic_translation] status: OK
    [bobg_ostic696.ostic_user] status: OK
    [bobg_ostic696.ostic_user__cdata] status: OK
    [bobg_ostic696.ostic_user_account] status: OK
    [bobg_ostic696.ostic_user_email] status: OK

    Check Complete

  • You told us that you were having a CSRF token error in the osT syslog.
    A CSRF token is a value inserted into a form.  The server expects the token back when that form is submitted.  If the token is not returns or does not match then there is a security issue.  Why are you getting that?  No idea other than the generic that your token doesn't match the one that the server sent you. If you are running SELinux or mod_security or something like that I would investigate those first.  You might also want to make sure that the time/timezone is correct in all places: server, MySQL, PHP, and osTicket.

    As stated above "You would have to check your logs and see if there is an error some where which indicates why it cannot lock the ticket. (Mysql, PHP, webserver)"

    I asked you to look at three different logs and you tell me there are no SQL errors and show us a DB table check.  None of that is the SQL logs, the Apache logs, or the PHP error logs. I can tell you that 1000s of people have installed osTicket and not had the issues that you are saying you have.

    >In admin panel with an open ticket:- cannot delete the ticket
    Does your account have permissions to delete tickets?

    > When changing ticket state from open to resolve get errors: " unable to lock the ticket"
    > Ticket setting and options, Lock Semantics set to disabled,
    > attempt to change ticket state get errors: "This operation requires a lock."

    Aren't sure. I don't know anyone that has this disabled. Does re-enabling make the error go away? (say by setting it to "Lock on activity").  You may have discovered a bug.  I've asked the devs to take a look at this thread to see if they have any additional insight to the issues that you are having.
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