Cross agents

jdussan

Hello,

Several months ago we have noticed from the administrator that the agents are crossed, it means that agent1 logs in normally, like agent2, 3 and 4, after a while agent1 appears agent2 or any of the agents, they see it at the moment it happens, because next to the Welcome, a name different from theirs appears.

We updated to version v1.17.2 and we had only been testing for 15 minutes and the exact same thing happened, the users are changed, sessions are crossed.

It can be when closing a ticket, commenting on it or simply having the session open, after a while they come across another user.

now we have other areas besides support and it is more evident because it crosses with any agent regardless of the department.

Thank you.

KevinTheJedi

jdussan

That doesn’t really make any sense. Are they sharing sessions or something? Have you tried restarting your webserver and such?

Cheers.

jdussan

it happens to us very often, daily. We do not share sessions or teams, we do not understand why they intersect?
After a while or some activity the users change, we have not been able to identify why it happens

I appreciate you can guide me in this case

Cheers.

KevinTheJedi

jdussan

Do you have some sort of proxy or load balancer that's messing with the sessions? In a normal scenario this should definitely not happen. I am also unable to reproduce this myself.

Cheers.

jdussan

No, we don't use a proxy, it's something from the application but we don't know why this happens.

I was consulting and look what if it has happened before, in this ticket you can see:
https://forum.osticket.com/d/86706-logged-in-agent-session-is-switched-for-another-agent

Thank you.

KevinTheJedi

jdussan

Yea that's the only other time I've seen this happen. I really don't think it's the application otherwise more than two people would be reporting this. I would reach out to your system's admin for further assistance and review. If they can find anything please let us know.

Cheers.

KevinTheJedi

jdussan

I don’t know your setup but it really seems like you have some sort of proxy or load balancer or VPN tunnel or something that’s not configured right.

Cheers.

ntozier

As a side note that last time someone said that they saw this was in 2015. If the product was doing it I find it highly unlikely that there would only be 2 reports in @7 years.

jdussan

I agree with you, if it were from the application it would have happened to many people, I am going to review the load balancer between the internet channels and we will test leaving the agents in only one and I will give them feedback.

Thank you.