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

Problem with answers of tickets

Good afternoon 

I have installed the free version of osTicket
and it seems an excellent tool but I am having a problem when answering the
tickets and I would like to know how to solve it.


this is the error and i would like to know as  fix it. 

Thanks so much for you answer


  • Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you. 

    error is image and not in english.  
    image does not convey the actual problem.
    no osTicket version.
  • Could be the lock message: "this action requires a lock... "

    You might need to increase the lock time, or refresh your lock from the top bar when it warns of the lock expiry.
  • If its the lock time make sure that your timezones are all correct and that the server time etc is correct also.. if its off i can give a lock failed because the time is expired or hasn't happened yet.
  • Google says:
    "This action requires a key. Try again please."

    That must be the lock message.
  • Good morning

    So the serious question is where configured time zone should be so that the problem does not occur.

    thank you very much

    And the error in English would be as follows

    This action requires a key. Try again please

    thanks for their answers
  • timezone should be configured in:
    osTicket -> Admin panel
    osTicket -> Agent panel -> Profile.

  • I have set the time in America / New York but it still does not work.
  • Sorry but I am not about to take your word on that.  Please prove that all five places is identical by way of screen shots.
  • It might not be a timezone issue, what is your lock timeout?

  • The standby time is 10 minutes

  • Done solved the problem thanks
  • So what was the solution to your issue?

  • The solution to the problem was the time of censorship of the tickets left in 0 and it worked
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