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

recipient.ticket_link - Only working half the time

Hi.

The recipient.ticket_link is not working properly.
The link sends the end user to the correct ticket only half the time, the other half the user is sent to the login screen.

The odd part is: This is happening every other time the link is clicked.

Explained in detail:
1st link click: User is sent to ticket
2nd link click: User is sent to login screen
3rd link click: User is sent to ticket
4th link click: User is sent to login screen
5th link click: User is sent to ticket
6th link click: User is sent to login screen
and so on...

Installation details:
osTicket Version | v1.9.3 (bba9ccc)
Server Software | Apache/2.4.10 (Debian)
PHP Version | 5.6.30-0+deb8u1
MySQL Version | 5.5.58


.\ Lars Olsen
Tagged:

Comments

  • osTicket 1.9.3 is over three years old, you should really upgrade your installation.
    There were a lots of bugs and some security issues fixed in the meantime..
  • ^ditto very strongly
  • So now we're on 1.10.1 and the issue is still there...

    Any help would be great =)

    .\ Lars Olsen
  • @FG_Lars

    This is definitely not normal behavior from osTicket. Being that it works only every other time I would assume that it's some kind of server issue. Look into your Apache error logs to see if there was an error upon redirect from login or anything else relating to the issue and post them here.

    Cheers.
  • When I edited our email templates I run into link problems as I incorrectly had the "{recipient.ticket_link}" link specified in either the editor and/or the html source itself as %{recipient.ticket_link}% .

    It is further complicated in that the html editor will change some of these to something like this in the source:  %%7Brecipient.ticket_link%7D

    With %7B = { and %7D = }.  You could also try inserting the link again using Link -> Insert Link and choosing the options under "Select..." at the top.

    I understand your problem seems to be very different to this, however, I thought I would mention the above as something to check for and to understand when building the templates.
  • OOOO @pcjkollmorgen is right! This could be due to separate templates for separate departments. If you are using multiple template sets make sure that all of them use the same links.

    @pcjkollmorgen Nice catch! ;)

    Cheers.
  • I'll give it a try. Thanks =)
  • Sorry guys. Still the same after inserting the link using the UI.

    @KevinTheJedi Logs are next.
  • edited January 11
    Apache logs following

    When it works:
    ticket:80
    192.168.148.143 - - [11/Jan/2018:13:42:46 +0100] "GET
    /view.php?auth=c1xwacaaag3eeaaaO5tIegZ6F7af6g%3D%3D HTTP/1.1" 302 546
    "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64)
    AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132 Safari/537.36"

    ticket:80
    192.168.148.143 - - [11/Jan/2018:13:42:46 +0100] "GET /tickets.php?id=8669
    HTTP/1.1" 200 3726 "-" "Mozilla/5.0 (Windows NT 10.0;
    Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
    Safari/537.36"


    When it fails:
    ticket:80
    192.168.148.143 - - [11/Jan/2018:13:42:54 +0100] "GET
    /view.php?auth=c1xwacaaag3eeaaaO5tIegZ6F7af6g%3D%3D HTTP/1.1" 302 406
    "-" "Mozilla/5.0 (Windows NT 10.0; Win64; x64)
    AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132 Safari/537.36"

    ticket:80
    192.168.148.143 - - [11/Jan/2018:13:42:54 +0100] "GET /tickets.php?id=8669
    HTTP/1.1" 422 5195 "-" "Mozilla/5.0 (Windows NT 10.0;
    Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.132
    Safari/537.36"

    Now is there anyone who gets something useful out of this?

  • No worries, was worth looking at the links as easy to have them change to something incorrect.

    Do you have a few more details please ?

    Which email client are the links received in ?  Are you clicking on the same link in the same email each time and it happens exactly every second time you click on that same link ?

    Which browser are the links opening in ? Are you already logged into osTicket in that browser as either the user or an agent ?  

    The %3D%3D part in the link looks a little odd still, these are the replacements for "=" (equal signs), however looking at some of the links in my emails I see this too.

    I'm seeing little inconsistencies here on my computer however I'll try to check with a standard user, there are less complications with potential other sessions etc.


  • Which email client are the links received in ? 
    Outlook

    Are you clicking on the same link in the same email each time and it happens exactly every second time you click on that same link ?
    Yes, same link each time. And exactly every second time we click on that same link

    Which browser are the links opening in ?
    It opens in whatever default browser the user has. But we have tried Chrome, Firefox, IE and Edge. All with the same behavior. 
    Also worth mentioning is that the "exactly every second time" behavior is persistent even if the browser is fully closed between attempts.

    Are you already logged into osTicket in that browser as either the user or an agent ?
    We have tried both with the same result.
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