Help Center Live Community

Support => Daily Operations => Topic started by: DeadBeet on July 04, 2007, 08:50:40 PM



Title: osTicket
Post by: DeadBeet on July 04, 2007, 08:50:40 PM
When I login to admin and I go to osTicket, it asks me to login, and I login with my account details and it says invalid name and or password.  I change the password in the DB with an MD5 encryption and it still doesn't work.  What should I do?


Title: Re: osTicket
Post by: HCL Admin on July 04, 2007, 08:56:21 PM
osTicket is no longer supported nor recommended.  If you using a version that contains osTicket, you really should upgrade.


Title: Re: osTicket
Post by: DeadBeet on July 04, 2007, 09:18:23 PM
lol ok, cpanel should upgrade :O:)


Title: Re: osTicket
Post by: HCL Admin on July 04, 2007, 09:37:46 PM
yeah, the release was last night, so may take them a few days.  Nice part is the upgrade isn't too bad, if you wish to do it yourself.


Title: Re: osTicket
Post by: DeadBeet on July 04, 2007, 10:30:59 PM
awesome, thanks!:)


Title: Re: osTicket
Post by: adriscoll on August 27, 2007, 04:49:47 AM
gents,

a bit of a newbie to HCL, but the version I downloaded through cpanel last week contains an osTicket section.  of which, i have been pumping tons of tickets through.

am i correct in reading this, that i should not use osTicket?  what is recommended? and does a better version (which) contian a ticketing system?

thank you in advance.


Title: Re: osTicket
Post by: HCL Admin on August 27, 2007, 06:07:32 AM
I can't give you a release date for hclTicket, which is a specially modified version of eTicket, the successor to osTicket (wow, that's getting convoluted!) However it is coming.  If you have a version with osTicket, at the very least grab the current hotfix from the portal site and install it.  It won't fix osTicket, however I can almost guarantee there is a security issue with your HCL install.

osTicket died quite a while ago, and was forked into eTicket, which is considerably better, however when it was forked, it broke compatibility with HCL, thus the need for a specific fork to HCL.  Actually, once 3.0.0 of HCL is released, I'll probably focus on hclTicket and hclKB for a little while, kind of a vacation you might say. :)


Title: Re: osTicket
Post by: swishe on January 14, 2008, 03:23:26 AM
I am new to Help Center Live.  I love your software.  It's great.

I kind of figured out the whole situation with osTicket and Help Center Live.  I am happy with the main software, obviously, but there is no way for users to get copies of their chat transcripts right now and no off line ticketing.

So, I did download and install osTicket.  I am wondering, how do I get the two of them to communicate?  I know osTicket is no longer recommended, but could you at least help me to get these two to communicate while I am waiting on the next major release of Help Center Live, with hclTicket?


Title: Re: osTicket
Post by: swishe on January 14, 2008, 03:53:12 AM
I don't even see any modules listed in my modules.


Title: Re: osTicket
Post by: swishe on January 14, 2008, 04:34:59 AM
How do I at least get the transcripts of the chats to e-mail to the user?  This doesn't seem to be working at all.  ...Also, I wish once the user submitted the form (where they put their e-mail address, rate the chat and make a comment), that it would redirect to another page.  It doesn't make sense that they can submit it again.


Title: Re: osTicket
Post by: swishe on January 14, 2008, 05:35:06 AM
I see an e-mail being sent to the chat software administrator's e-mail address, but not to the user who requested the support.  (I am testing things out, with my own addresses, so that's how I know.)


Title: Re: osTicket
Post by: swishe on January 14, 2008, 05:36:10 AM
And the e-mail that the administrator got was the comment that was left in the form, but the transcript of the chat was not sent to the user.


Title: Re: osTicket
Post by: HCL Admin on January 19, 2008, 02:29:34 PM
I'll add the e-mail issue to the long list of stuff to check out this week.  We've had mail issues in the past, just to verify, your using 2.1.5 correct?


Title: Re: osTicket
Post by: swishe on January 19, 2008, 03:45:16 PM
I'll add the e-mail issue to the long list of stuff to check out this week.  We've had mail issues in the past, just to verify, your using 2.1.5 correct?

Yes, mlzhosting, I am using 2.1.5.  Thanks for your response.  I look forward to a resolution on this.  I Help Center Live is amazing and I am eager to see all of the advancements that will be made soon.


Title: Re: osTicket
Post by: swishe on February 10, 2008, 04:54:32 PM
I know your main focus is on 3.0 and this is good.  But, I am hoping for a ticket system fix ASAP, while we are all still on the current version.