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Updates
- Details
- Written by Super User
- Category: osTicky (osTicket Bridge)
- Published: 08 April 2013
- Hits: 28
An update to 1.8.4 is available. It fixes the bug with help topic selection in osTicket 1.6ST.
An update to 1.8.3 is available. It addresses the problem with auto-response emails in Joomla 3.0. This update also adds support for parent help topics of osTicket 1.7.
An update to 1.8.2 is available via Joomla Update. This version corrects problems on the sites that use caching and/or some other optimization techniques. Also some minor bugs were fixed.
An updated version of osTicky (1.8.1) is available. It fixes a bug with phone number / ext number validation on new tickets. These fields got locked if they did not pass the validation, so that the user could not correct them and was unable to send the ticket. In version 1.8.1 this problem was fixed.
I have also got various reports on "Email banned" error when trying to send a ticket from osTicky. I'm investigating this issue, looks like it happens when an existing installation of osTicket 1.6 is upgraded to 1.7. With a clean installation of osTicket 1.6 or 1.7 everything should work fine. That said, if you wish to change osTicket version it is better to install it (not to upgrade) before integrating with osTicky. If you are having problems do not hesitate to raise a support ticket.
Installation
- Details
- Written by Super User
- Category: osTicky (osTicket Bridge)
- Published: 06 April 2013
- Hits: 203
A working installation of osTicket support desk system is required for osTicky (osTicket Bridge) to run. If you are new to osTicket please refer to this page first. After you install osTicket revise carefully osTicket configuration (in admin panel). osTicky reads this configuration and its behavior depends on it.
Once you have osTicket up and running you can proceed to installing and configuring osTicky. You can install the whole package at once using the installer script included (recommended) or manually install the component and additional plugins. (See Plugins for detailed description of plugins functions).
To start using osTicky you have to configure the component. In Joomla backend select "osTicket Bridge" in components menu and go to component "Options". First of all you need to configure the access to osTicket database. This configuration depends on how and where osTicket system was installed. If osTicket tables were added to the same database Joomla is running on, select "joomla" in database location and provide table prefix for osTickets table (normally "ost_"), otherwise select "external". In this case you need to fill in all the fields in "external database" section. These are MySQL server url, username, password and database name. Contact osTicket server administrator if you are not sure about this data.
Demo
- Details
- Written by Super User
- Category: osTicky (osTicket Bridge)
- Published: 06 April 2013
- Hits: 626
osTicky (osTicket Bridge) demo tickets can be found here.
To view demo tickets in native osTicket 1.7 follow this link.
A sticky ticket sample is here (direct access to the page the ticket is linked to).
Note: for autorespond and alerts demo you have to raise a ticket using your personal email. All new tickets and messages that are sent from demo account will be displayed in tickets list/message thread, but no notification will be sent.
Plugins
- Details
- Written by Super User
- Category: osTicky (osTicket Bridge)
- Published: 06 April 2013
- Hits: 226
System plugin
The system plugin is the "soul" of osTicky. It unleashes the power of this extension adding "sticky-note" type of tickets and makes osTicky different from osTicket. Plugin script is acivated when the user clicks (holding ALT, SHIFT or both - as configured in plugin options) on the element he or she would like to associate with the ticket. New ticket form popup window will open.
This plugin is responsable for:
- At the moment of new ticket creation it gathers the information about the page, element, associated with the ticket and its location on the page. This information is automatically appended to the new ticket's message text. This information helps support staff to get hands on the issue providing a reliable "fingerprint" of the HTML element in question.
- Shows a ticket and a short summary of ticket activity as a sticky note if the ticket's author or a staff member follow the link to view his ticket "in-place".