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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Link in new ticket

Hi guys,

A while ago I seem to remember that when a new ticket was submitted the email sent out contained a link. It still contains a link but previously this link would allow the submitter to go straight into the ticket and view the updates, and their previous tickets.

For the life of me I cannot figure out how to reinstate this. The links simply ask customers to logon, which I dont really want.

Any ideas please?

Keep up the good work guys!

A.

osTicket Versionv1.9.4 (c18eac4)
Web Server SoftwareApache/2.2.24 (Unix) mod_hive/4.0 mod_ssl/2.2.24 OpenSSL/1.0.0-fips mod_auth_passthrough/2.1 mod_bwlimited/1.4 FrontPage/5.0.2.2635 mod_fcgid/2.3.6
MySQL Version5.5.31
PHP Version5.3.29
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Comments

  • What variable do you use in your email templates?
    %{recipient.ticket_link} or anything else?

  • Hi,

    My tickets are the standard templates, with a bit of text alteration. Not changed any of the links.

    Thanks
  • Hello again,

    I just checked and %{recipient.ticket_link} links still bring the end user to a screen whereby they need to logon.

    Thanks for your help
  • Hi everyone,

    Does anyone have any ideas how I can fix this please?

    Alex.
  • Hi Alex, try using this variable, %{recipient.ticket_link}

    My Server Information:

    osTicket Versionv1.9.4 (c18eac4)
    Web Server SoftwareApache/2.4.6 (CentOS) OpenSSL/1.0.1e-fips mod_fcgid/2.3.9 PHP/5.4.16
    MySQL Version5.5.37
    PHP Version5.4.16
  • Hi,

    As per my post above, I am already using this but it just take the customer to a page to logon and enter the ticket details..

    Thanks
  • Interesting.
    What do you have set for you End User Authentication Settings at Admin panel -> Settings -> Access
  • Thanks for the reply. Here you go... 

    (attached)

  • So are they guests or are they users (not staff!)?
    I'm thinking that guests might not be granted access to the ticket, where as a user might be.  Can you give it a try and find out?
  • Customers cant be bothered to register for accounts - it took me 6 months to get them sending tickets in correctly... :-)

    Give me 10 and I will run some tests on a registered user and guest.

    A.
  • Ok, it doesnt seem to matter, in either case the link gives them this screen...


  • Sorry - to clarify, these are going to the customer (guests) not staff. When they open a ticket
  • I also test this and this is the same behavior that my 1.9.4 installation is exhibiting for registered users (not staff), and guests.  I'll ping the devs about this thread.

  • Ok, it doesnt seem to matter, in either case the link gives them this screen...
    We have the same issue.  When you click the link, you might find that at the end of the URL it says "%3D%3D".  If you replace that with "==", you will go to the link??
    On ours, it strips the = and replaces it with %3D and that is what is causing our issue.  Still not sure how that can be solved.

    Any ideas anyone?
  • My link does have the "%3D%3D"  at the end but replacing it with "==" doesn't change anything.. 
    Hmmm
  • Strange that replacing the %3D%3D with == does not work.
    On Internet Explorer, it makes it %253D%253D.  And if I replace all that with == it works.  Perhaps %3D and %253D are the same.

    It's not really a solution as clients will not know or think to do that so hopefully the develpoers will be able to come up with something.  

    This is strange too ... if I copy the link with the %3D at the end into a thread on this forum - see my post of 11 Dec at http://osticket.com/forum/discussion/81289/link-to-ticket-progress-online-not-working#latest you will see that the osticket system converts %3D into = as the 2 links I had are exactly the same!!

    And finally, on my very old osticket, the link automatically completes the details required, albeit not terribly secure ... http://www.hosted-domain.com/osticket/view.php?e=originator@domain.com&t=26148 and that link goes to the attached page where they can then see the whole osticket thread.

    image
  • I re-pinged the devs about this thread this morning.
  • Great thanks, it's driving me round the bend...

    A.
  • Not sure if this will help you, and it's probably not an ideal solution, but I have been having the same problem as Coolemail per http://osticket.com/forum/discussion/81289/link-to-ticket-progress-online-not-working and he got me thinking to do a htaccess rewrite, because when I click the guest email link, instead of being:


    in Chrome/Firefox it becomes:

    and in internet explorer it becomes:

    but as Coolemail mentioned, if I change each %3D or %253D to = the link will work and open the ticket id page instead of the check ticket status page as the other links do.

    I already have a rewrite rule to change http to https for my entire domain, perhaps that is causing some trouble but creating a new .htaccess file in /Tickets/.htaccess and entering the following into the .htaccess file is now working for me, allowing me to click the guest email link and it open directly to the ticket id page, honestly not sure why it works for %253D%253D too, it wasn't at first but is now. If I remove this rule from .htaccess it stops working and clicking the email link just sends me to the check status page:
    Note, I changed HTTP to HTTPS and http:// to https:// in case you don't have SSL leave it as HTTP and http://

    # replace %3F with ? and %3D with =
    RewriteCond %{THE_REQUEST} ^[A-Z]{3,9}\ /([^\%]+)\%3[Ff]full\%3[dD]([^\ ]+)\ HTTPS/

    Credit due for the .htaccess rewrite rule via:
  • THANK YOU tbrae.  The .htaccess worked perfectly for me - tested in Safari on iphone, on IE, Chrome and Firefox.
  • Question: where does the /Tickets/ come from? I dont have this folder...
  • Unless I've lost the plot (possible) the latest update doesnt fix this issue?
    Can someone provide some more detailed instructions on the rewrite rule for me? Unsure about the /Tickets/ path...

    A.
  • Unless I've lost the plot (possible) the latest update doesnt fix this issue?Can someone provide some more detailed instructions on the rewrite rule for me? Unsure about the /Tickets/ path... A.
    When you are logged into your osticket control panel, your URL will be something like http://domain.com/xyz/scp.  Can you tell me what the xyz is?
    Basically, xyz is a folder within your httpdocs folder.  It is is that folder where you need to put the .htaccess file.  
    Therefore, you need to have access to your domain via ftp in order to put this file there.
    I hope that helps a bit.
  • edited January 2015
    Unless I've lost the plot (possible) the latest update doesnt fix this issue?Can someone provide some more detailed instructions on the rewrite rule for me? Unsure about the /Tickets/ path... A. When you are logged into your osticket control panel, your URL will be something like http://domain.com/xyz/scp.  Can you tell me what the xyz is?Basically, xyz is a folder within your httpdocs folder.  It is is that folder where you need to put the .htaccess file.   Therefore, you need to have access to your domain via ftp in order to put this file there. I hope that helps a bit.
    You're making big assumptions here.  We don't know if his system will even allow rewrite rules, and even if so--in the .htaccess file.  It depends on a number of configuration items.

    He actually needs access to his content on his host (not his domain). And preferably something more secure than FTP.  SSH or SFTP would be preferable.

    Jack
  • Sorry!  You are absolutely right JackRogers.  I just did the .htaccess thing and was trying to help with that.
  • Hi,

    I am running a VPS on Siteground and they inform me re-writes are no issue. I have full access via FTP and SSH.My domain reads https://www.domain.co.uk/scp/ when browsing the scp, nothing else.

    Thanks,

    A.
  • It may indeed work for him, but if not--it's more than just the location of the .htaccess file that matters.

    Fingers crossed...

    Jack
  • Sorry, /Tickets/ is just the directory I have osTicket installed to. I don't have osTicket installed to the root of my domain, so the rewrite rule includes the /Tickets/ path because that's where osTicket default location is for me. 

    If osTicket is installed on the root of your domain, then www.domain.com/view.php should bring up the check ticket status page (changing 'domain' to your domain name of course) otherwise if osTicket was installed anywhere else, you would change the path in the rewrite rule to reflect that

    Alexbuckland it seems like you have osTicket installed to the root of your domain then, try to go to www.domain.co.uk/view.php and see if it opens the check ticket status page. If it does, then I think the rewrite rule would be:

    # replace %3F with ? and %3D with =
    RewriteCond %{THE_REQUEST} ^[A-Z]{3,9}\ /([^\%]+)\%3[Ff]full\%3[dD]([^\ ]+)\ HTTPS/

    Be sure to back up your .htaccess file before changing any of this, in case you need to revert if anything goes wrong.

  • Hi tbrae,

    AMAZING. Thank you. That worked perfectly.

    Initially it didn't, but I had a rewrite rule already in for a recent move from HTTP -> HTTPS, and the link being generated had http in because I hadn't updated the domain in "System Settings and Preferences" since the move.

    Again. Thank you!
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