Unable to raise support ticket using OSticket

manudeep

We are using ubuntu:18.04 linux machines for our applications in AWS cloud and all our application services are containerized. We are using OS-Ticket to raise the suport issues which are faced by the end user. We configured loadbalancer for the application which exists on two machines. And attached Elastic IP for it. From our support system we configured API Key for the Elastic IP and added in one of our application service. But from here we are unable to raise the support ticket. The OS-ticket is working when we attach IP of the single instance and not for the loadbalancer. The request is going for both the instances but unable to create the ticket. Please suggest the solution for it. Thanks in advance

KevinTheJedi

@manudeep

You will need to set your Log Level in osTicket to DEBUG (Admin Panel > Settings > System > Log Level), make a request to the API from the load balancer, and see the IP in the System Logs for the API call (Admin Panel > Dashboard > System Logs). It could be the load balancer is not using the IP you think it is.

Cheers.

manudeep

Thank you Kevin for your response. I set the log level from the admin pannel. The loadbalancer ip is redirecting to the instances. The API Key which i was configured also showing the same. In the system logs i am gettig the below error.

KevinTheJedi

@manudeep

You need to expand the error by hovering over the title. It will tell you what is wrong.

Cheers.

manudeep

KevinTheJedi Please find the below screenshot and suggest me the changes

osticket:
api_url: "https://abcd.supportsystem.com/api/tickets.json"
api_key: F89BB1E7BB6BA47A24780AEB89D5C14E
ip_addr: 35.154.XX.XX (my loadbalancer IP)

Thank you

KevinTheJedi

@manudeep

As you can see the request came from the IP of 3.110.xxx.xxx but the API key is for a different IP. Create an API Key for the 3.110.xxx.xxx IP and use that.

Cheers.

manudeep

KevinTheJedi Created API key for 3.110.xxx.xxx IP. But when i am trying to raise the ticket sometimes its getting failed. This is because we are using two instances and the routing request is going to another instance as per round robin policy and its getting failed. Please help

Thank you

KevinTheJedi

@manudeep

You'll need to either fix your script making the API calls to use their respective API keys depending on the IP or setup/configure X-Forwarded-For header so that the real IP is used instead of the load balancer IP.

Cheers.