Connecting osTicket

Flexivity AI can connect to osTicket either directly or via the agent. Use the agent for on-premise installations behind the firewall. The agent runs on your network alongside osTicket and connects outbound to the Flexivity AI cloud, receives processing requests, reads ticket data from osTicket, and writes AI-generated results back through the plugin’s REST API.

Note: The Flexivity AI plugin should be installed, configured, and active before installing the agent or connecting directly to the cloud. See Plugin Installation if you haven’t completed this step.

For full setup and verification instructions for either connection mode, see the Administration Guide — Connecting Your Application.

Verify Plugin Info

After a successful connection, the administration console displays information reported by the plugin:

• Plugin Version — The version of the Flexivity AI .phar file installed in osTicket.
• osTicket Version — The osTicket version detected by the plugin (1.17.x or 1.18.x).

This information appears in the Plugin Info section of the instance detail page. If these fields are empty, Flexivity AI has not yet successfully communicated with the plugin. Check that the osTicket URL configured during setup points to a URL reachable from the agent container (for agent mode) or from the Flexivity AI cloud (for direct mode).

Revoking and Rotating Tokens

If the token for connecting osTicket is compromised or you need to rotate credentials:

1. In the administration console , go to the Instance details, select Edit Setup, and navigate to the second step for osTicket Plugin configuration.
2. Click Revoke next to the active token.
3. Generate a new token.
4. Update the Flexivity AI plugin config in the osTicket Admin Panel, and paste in the new token and save.

Revoking a token immediately disconnects any agent or direct connection using it. The connection will log authentication errors until the new token is configured.