TicketMind Support AI Agent

This plugin integrates osTicket with TicketMind's AI-powered support agent platform. This platform enables osTicket for AI automation to answer customer questions and provide support.

Overview

The TicketMind Support AI Agent consists of the agent component. It receives tickets from osTicket via this plugin, which is provided in this repository. The ticketmind-ost-signals plugin forwards ticket creation and thread entry events from osTicket to the TicketMind AI Agent Backend for processing and response creation.

For details, see the product page https://ticketmind.de. For a technical use case description, see the company page https://solve42.de/uc/ticketmind.html#start. Here we handle only the installation part of the plugin.

System requirements

Prerequisites

• osTicket: Version 1.10 or higher
• PHP: Version 8.2 or higher
• PHP Extensions:
  • ext-json (JSON functions)
  • ext-filter (Input filtering)
  • ext-mbstring (Multibyte string support)
  • ext-curl (HTTP client)

Network requirements

If you have restricted outbound HTTPS connectivity, you will need to open the firewall. You will be provided with the appropriate TicketMind API endpoints when signing up for the product. If you don't restrict outbound HTTPS connectivity, no further action is required.

Installation

The first step is to install the plugin on the osTicket server. Here you need access to the server where osTicket is installed, or ask an administrator.

1. Download the plugin

There are two options: A) downloading the latest release ZIP archive or B) cloning the repository. Choose the first option if you want the latest stable version and choose cloning if you want the latest changes.

Option A: Download ZIP archive

1. Download the latest release from GitHub: https://github.com/solve42/ticketmind-ost-signals/releases
2. Extract to your osTicket plugins directory. Usually osTicket is installed under the /var/www/osTicket directory.

cd /var/www/osTicket/upload/include/plugins
unzip ticketmind-ost-signals.zip
cd ticketmind-ost-signals

Option B: Clone from repository

To fetch the latest state:

cd /var/www/osTicket/upload/include/plugins
git clone https://github.com/solve42/ticketmind-ost-signals.git
cd ticketmind-ost-signals

2. Verify installation

Ensure the following files and directories exist:

• ticketmind-ost-signals/plugin.php - Plugin metadata file
• ticketmind-ost-signals/TicketMindSignalsPlugin.php - Main plugin class

Now the ticketmind-ost-signals plugin can be installed. Go to the osTicket Admin Panel → Manage → Plugins → Add New. The TicketMind Support AI Agent osTicket Plugin should appear (see screenshot below).

Configuration

Continue from the last step of the installation process. See the screenshot above. Install and enable the plugin. Add a new instance.

Required parameters should be provided by TicketMind:

1. TicketMind Host URL

   • Enter the full URL of your TicketMind API endpoint
   • Example: https://api.ticketmind.com/queue
   • Must include protocol (https://)

2. API Key

   • Enter your TicketMind API authentication key
   • Obtain this from your TicketMind account settings
   • Keep this secure - it authenticates your osTicket instance

3. Include Content in Forwarded Messages

   • Enable to include full ticket/thread content, because this is what we need for the agent.

   Disabling it will send only metadata (ticket ID, timestamps, etc.).

4. TLS CA / Self-Signed Cert Path

   • Optional absolute path to a PEM certificate file on the osTicket server.
   • Use this when the TicketMind endpoint uses a private CA or a self-signed certificate.
   • Example: /etc/ssl/certs/ticketmind-selfsigned.pem

5. Enable Forwarding

   • Otherwise, no data will be sent to TicketMind.

Save the instance. See also the screenshot below.

Troubleshooting

Plugin not visible in admin panel

The plugin doesn't appear in the admin panel.

1. Set Correct Permissions

# Navigate to plugin directory
cd /var/www/osTicket/upload/include/plugins/ticketmind-ost-signals

# Set appropriate ownership (adjust user/group as needed)
chown -R www-data:www-data .

# Set directory permissions
find . -type d -exec chmod 755 {} \;

# Set file permissions
find . -type f -exec chmod 644 {} \;

2. Clear osTicket Cache

# Remove cached plugin registry
rm -f /var/www/osTicket/upload/include/plugins/.registry

3. Refresh Plugin List
   • Return to Admin Panel → Manage → Plugins
   • The plugin should now appear

API connection failures

• Verify TicketMind Host URL is correct and accessible
• Check API key validity
• Ensure outbound HTTPS is not blocked by the firewall
• Check osTicket system logs for errors.

No data being forwarded

• Verify "Enable Forwarding" is checked
• Check osTicket system logs for errors

Debug mode

To enable detailed logging:

1. Edit /var/www/osTicket/upload/include/ost-config.php
2. Add or modify:

define('LOG_LEVEL', LOG_DEBUG);

Log file locations

• osTicket System Logs: Admin Panel → Dashboard → System Logs
• Apache Error Log: /var/log/apache2/osticket_error.log
• PHP Error Log: Check phpinfo() for error_log location
• Plugin-specific Logs: Check for "TicketMind Plugin" entries in system logs

Updating the plugin

1. Backup current installation

cd /var/www/osTicket/upload/include/plugins
cp -r ticketmind-ost-signals ticketmind-ost-signals.backup

2. Update files

cd ticketmind-ost-signals
git pull origin main
# Or extract new version from ZIP

3. Clear cache

rm -f /var/www/osTicket/upload/include/plugins/.registry

4. Verify configuration

• Check plugin settings remain intact
• Test with a new ticket
• Check audit logs for any errors

Uninstallation

1. Disable plugin

1. Navigate to Admin Panel → Manage → Plugins
2. Click on TicketMind Support AI Agent osTicket Plugin
3. Set status to Disabled
4. Click Save Changes

2. Remove plugin (optional)

1. Click Delete in the plugin management interface
2. Or manually remove files:

rm -rf /var/www/osTicket/upload/include/plugins/ticketmind-ost-signals

3. Clean database (optional)

-- Remove plugin configuration from database
DELETE FROM ost_plugin WHERE id = 'ticketmind:ost:signals';
DELETE FROM ost_config WHERE namespace LIKE 'ticketmind%';

Security considerations

1. Rotate keys periodically

2. File Permissions

   • Ensure plugin files are not world-writable
   • Protect configuration files containing sensitive data

3. Network Security

   • Whitelist outbound connections to TicketMind API endpoints in firewall rules

Support

Getting help

• GitHub Issues: https://github.com/solve42/ticketmind-ost-signals/issues
• Logs: Always check system and error logs first

Reporting issues

When reporting issues, please include:

• osTicket version
• PHP version
• Plugin version
• Error messages from logs
• Steps to reproduce the issue

License

This plugin is licensed under GPL-2.0-only. See LICENSE.TXT for details.

TicketMind is provided by Solve42 GmbH.