ntrabue

Confirmed.

Due to a major bug in the past few days it looks like the more pro-active hosts are changing DB Passwords. idmess I’d check that first.

Here’s the compromise:
https://blog.sucuri.net/2014/12/soaksoak-malware-compromises-100000-wordpress-websites.html

It turns out during maintenance it looks like my host (WP-Engine) may have changed my DB Password. After updating the DB Password in OSTicket config and the plugin functionality has returned.

I wonder how routine this is?

Thank you for your quick response!

I also get this email

Unable to connect to the database -Access denied for user ‘(mydomain)’@’localhost’ (using
password: YES) https://www.mydomain.com/helpdesk/

I’m not able to get this working either. I have Key4ce osTicket Bridge version 1.2.6. Interestingly when I try to go to my osticket I’m getting “fatal error: contact system administrator” any ideas? Could this be related to the plugin? I haven’t changed anything with osticket itself.

I see, I can certainly see how that makes sense! Thank you for your assistance, Chris. Is there anyway to continue to receive your excellent updates while preserving my customization? I’m relatively new to wordpress.

Totally understand JCarbohn. I’m happy to stick with the plugin I see no better alternative and this plugin is very well done and obviously the support is fantastic.

Thank you, Marco! I appreciate the plugin and all of your work. Please let me know if you need beta testers for updates or anything we have a staging site for our live site so I’d be happy to play around with stuff on our staging site if it helps.

I’m new to OSTicket so bear with me but the thing I really like about topics is they allow you to assign a custom support form that I can set to be required to fill out. For example, we use software that people have a plethora of issues for.

While I can set up a department called “(software’s name)” I still have to read what is likely to be either a long message detailing everything that’s wrong or a short non-descriptive message that requires me to immediately follow up. Instead I could have a form that says

Forgot password?: yes/no
Role change?: yes/no
duplicate file?: yes/no
etc

They also have sub-topics so a topic could be Printers and subtopics could be Cannot Print/Scan, Printer Maintenance, Printer Supply Request.

Just a thought. I can certainly make due with just creating separate departments

awesome! Thanks for the work-around. That was kind-of my plan but wanted to make sure I wasn’t missing something.

Thanks, JCarbohn.

I moved the current live version to my staging site. Disabled all plugins. Deleted the [employees] shortcode from my directory page. Deleted the Simple Intranet Plugin and Reinstalled it. I reapplied the employees short-code to my directory page, updated the page (again no plug-ins active) and had the same result. I inspected the element in chrome and noticed that the address was coming in under the “sid_company” span.

I opened my text editor and did a search through the plugin for “sid_company” it came up with a couple results.

Plugins\simple-intranet-directory\main.php:

1407:
echo ‘<span class=”sid_title”>’.$title.'</span>
<span class=”sid_dept”>’.$dept.'</span>
<span class=”sid_company”>’.$company.$address.$postal.'</span><span class=”sid_email”>’.$email.'</span>
<span class=”sid_phone”>’.$phone2.'</span>
<span class=”sid_phone_extension”>’.$ext.'</span>
<span class=”sid_mobile_phone”>’.$mobile2.'</span>
<span class=”sid_fax”>’.$fax2.'</span>
<span class=”sid_custom1_label”>’.$custom1label.'</span>
<span class=”sid_custom1″>’.$custom1.$cu1.'</span>
<span class=”sid_custom2_label”>’.$custom2label.'</span>
<span class=”sid_custom2″>’.$custom2.$cu2.'</span>
<span class=”sid_custom3_label”>’.$custom3label.'</span>
<span class=”sid_custom3″>’.$custom3.$cu3.'</span>’;

Appending $city.state. to company did indeed add the city and state to the directory. Formatting is incorrect but at least it works. Hopefully this is helpful. Sorry it took so long to respond

Marking as resolved.

Ah, that’s very possible!

Unfortunately it’s a username/password gated website with our google apps domain. The theme is Customizer not sure if that helps. I’m sure I can figure it out. I appreciate your assistance!