IMPORTANT: osTicky 2.2 is compatible with osTicket 1.9.4 or later up to (but not including) 1.10RC. It will not work with other versions of osTicket. The project is discontinued, there are no plans to support current version of osTicket (1.10+)

A new version of osTicky is available for download. This version basically supports the latest stable osTicket 1.9.12 (there are known limitations, see osTicky v2.2 Overview for details).

osTicky 2.2.x adds support for custom ticket statuses and numbers (new in 1.9.4). Current version is 2.2.7 (bug fixes, automatic updates implemented).

Your feedback is welcome.

Read more about the application.

Download osTicky 2.2

osTicky version 2.2 is based on the previous stable version (2.0) but was significantly rewritten in order to provide support for the latest osTicket version 1.9.4. Main changes in the new version are:

  • Basic support of osTicket 1.9.4 - 1.9.12, including user-defined forms, fields and lists
  • Rich-text (HTML) thread messages and emails support
  • Multiple file attachments per message/ticket (according to osTicket admin settings)
  • Improved form interface - custom field placeholders, hints, selection prompts, etc., reading configuration from osTicket forms settings
  • Custom fields values can be referenced in email templates when sending alerts and auto-responses
Some features were removed in version 2.0:
  • No more compatibility with Joomla 2.5 and osTicket 1.6 - 1.9.3
  • "Send tickets by email" option was removed. All tickets created using osTicky web form are written directly to osTicket database, the same way as it is done in original osTicket
There are some important limitations in osTicky. Please note:
  • If you plan to use osTicket 1.9 plugins and/or modify osTicket core behavior there is no guarantee that it will not break the interaction with osTicky. It fully depends on the nature and functions of these plugins/mods.
  • osTicky 2.0 uses database to store attachments, the same way original osTicket 1.9 does by default. If you install a plugin that changes the way the attachments are saved (e.g. to "file system") osTicky will continue saving and trying to read attachments from db tables, which will lead to unpredictable results.

A working installation of osTicket 1.9.4 or later helpdesk system is required before osTicky 2.2 can be configured. You will need the following data in order to configure osTicky:

  • osTicket database host
  • osTicket database name
  • osTicket database username
  • osTicket database password

osTicky supports both external (a dedicated database) and internal (using Joomla database) locations. Although a dedicated database is the standard and recommended storage solution for osTicket, some hosting providers put limits on the number of databases per account (especially for free accounts). Installing osTicket to the same database where Joomla is installed will not increase the number of databases in use. On the other hand, external database should be accessible from the domain where Joomla (and naturally osTicky) is installed. This is not always as trivial as it seems to be. Many hosting providers do not allow database access from other domains (mostly for free accounts). Even if you set all connection parameters correctly, database access may fail if osTicket is located on another domain. Please, ask your hosting provider if you are having issues. Normally, if you use the same hosting account for both databases everything should work smoothly.

Demo tickets and help topics are being updated for the new osTicket 1.9 Stable. Currently the help topics described in this document may not work as expected.

A demo ticket is availbale at this link

This is a "login-by-ticket-number" kind of link, sent to the ticket author in "new ticket" autoresponse. In osTicket 1.9 this login method allows the user to view one ticket thread only. You can also create new tickets and after successful ticket submission you will see your recent ticket thread. This demo ticket was created using the developer's test email address, so you will not receive access link to your new ticket and will not be able to view its progress once logged out.

Another demo account actually has no tickets but you can use it to test ticket forms without providing your personal email. This is a Joomla account login link and it is not limited to single-ticket view.

A sticky demo ticket can be found here

Once logged in, you can select items in "osTicky 2.0" menu - "View Tickets" to view all tickets created by the demo user or "Create Ticket" to raise a new ticket. Please note, that when acting as a demo user you will do not recieve notifications and alerts on new tickets / messages / responses. If you like to see how these features work, you will have to create a ticket using your personal email.

There are topics created in osTicket that use custom forms. Check "osTicky 2.0 / Bug Report" or "osTicky 2.0 /Feature Request" topics to see these forms in action (no need to actualy send the ticket, you should see the effect right away when you change the topic selection from the list).

osTicky 2.2 supports two types of user authentication: core Joomla user authentication and authentication by email and ticket number (osTicky authentication plugin must be enabled).

The user must be logged in in order to view his tickets and add messages to ticket thread. Depending on the component's settings (permission tab) site login may be also required to create tickets.

Joomla core authentication is quite straightforward: the currently logged in Joomla user gets access to all tickets created with his email (the email address user provided on Joomla registration). When a logged in user raises a new ticket, "name" and "email" fields are precompiled and readonly on the new ticket form.

osTicky 2.2 introduces a new plugin - osTicket user profile plugin. This plugin adds osTicket user data fields to "edit profile" and (optionally) to frontend "registration" forms and logged in Joomla users can change their personal data. osTicket standard configuration include "phone number" field, but if osTicket administrator adds more fields to user data form, they will also appear in Joomla profile.

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".

osTicket email templates can reference ticket/message data by %{some_property} variables.

There is no official template variables list available in osTicket wiki. One of the best approximations I have found is http://tmib.net/osticket-1802-email-template-variables

osTicky supports most relevant template variables listed in this document. By 'relevant' I mean that osTicky component functionality is limited (by the project natue) to frontend ticket/thread actions, i.e. create tickets and post replies in ticket thread. That is why there is no need to support variables related with other actions, i.e. internal notes, ticket assignment, etc. osTicky will only use the following templates:

  • New ticket alerts
  • New message alerts
  • Ticket auto-response email
  • Message auto-response email

osTicky works OK with predefined osTicket templates. If you modify a template and find a template variable not supported, please open a ticket.

Custom fields have a good template variables support in osTicky. You have to reference custom fields including the field "variable name" into %{ticket.variable_name} pattern. Please note, that if you add more than one custom form to your tickets you have to use unique variable names for all fields, even if they reside on different forms, otherwise their behavior in email templates will be undefined. Custom lists properties have slightly different template variables pattern.

 

osTicket 1.9 introduces a new feature: custom properties for list items. This feature is supported in osTicky 2.2 and ticket/message alerts and auto-responses sent by osTicky will fill related email templates with the property values, if the template makes reference to these properties. osTicket documentation doesn't explain clearly how to reference list items properties in email templates, so it's worth mentioning it here.

Suppose the you have added a custom list field to your ticket form (optionally assigned to a specific help topic). Take note of the list "plural name". Then go to "Properties" tab in the list configuration. Add one ore more properties and take note of each property "Variable" value. The template variable to be added to the desired email template(s) should look as: %{ticket.list_plural_name.property_variable}