Extend ticket lock with original create date

[dalemonk]

Description

I'm integrating our time tracking system with our osTicket instance. I've modified /include/staff/ticket-view.inc.php to pick up the lock time on a ticket as the start time and the current time as the end time... however, when the lock is renewed for a ticket, it doesn't renew (as in extending the lock by the Collision Avoidance Duration), rather it creates a new lock with the current time.

Expected behaviour:

1. View ticket (user)
2. Create a lock (system) e.g. create time "2024-04-19 10:41:00", expire time "2024-04-19 10:44:00"
3. Working on the problem (user)
   ....
4. UI prompts the user to renew the lock and user clicks "Renew" at "2024-04-19 10:43:50"
5. Lock gets renewed e.g. create time "2024-04-19 10:41:00" (same as original), expire time "2024-04-19 10:46:50"

Expected behaviour:

1. View ticket (user)
2. Create a lock (system) e.g. create time "2024-04-19 10:41:00", expire time "2024-04-19 10:44:00"
3. Working on the problem (user)
   ....
4. UI prompts the user to renew the lock and user clicks "Renew" at "2024-04-19 10:43:50"
5. Lock gets renewed e.g. create time "2024-04-19 10:43:50" (essentially a new lock), expire time "2024-04-19 10:46:50"

Versions

Admin panel -> Dashboard -> Information osTicket (v1.15.4)

Server OS:
Linux 4.9.0-19-amd64 #1 SMP Debian 4.9.320-2 (2022-06-30) x86_64 GNU/Linux
MariaDB 10.1.48-MariaDB-0+deb9u2 Debian 9.13

Client OS:
macOS Sonoma 14.2.1 (23C71)
Chrome 123.0.6312.124 (Official Build) (arm64)

[JediKev]

@dalemonk

That’s how the code is setup. See below:

• https://github.com/osTicket/osTicket/blob/develop/include/ajax.tickets.php#L242-L244

You can see that we acquire a new lock if the current lock doesn’t have a Staff ID or if it is expired. If not, (look below those lines) we call $lock->renew() which renews the existing lock.

Cheers.

[JediKev]

@dalemonk

Also, you are running an old, unsupported version of osTicket. We currently support v1.17.5 and v1.18.1. I would highly suggest upgrading to one of the latest versions and retest. Make sure you check the new version's requirements as you will need to upgrade PHP and potentially MySQL.

Cheers.

[dalemonk]

Thanks @JediKev