Understanding %{recipient.ticket_link}

tonydew

osTicket Version: v1.18.1 (0375576)
Web Server Software: Apache
MySQL Version: 5.7.44
PHP Version: 8.2.25

I'm having issues getting different results for a reason that I cannot figure out when I use %{recipient.ticket_link} in an email template (Ticket End-User Email Templates/Response/Reply Template).

Sometimes, %{recipient.ticket_link} generates a link with an auth code. Other times, it generates a link to the ticket by its ID.

If the email generates the following, with an "auth={code}" query string, they will go straight to the ticket in question.

https://example.com/view.php?auth=o1xnqbaaagpayaaajcEbWlbWp1k%2Fyw%3D%3D

If the email generates the following, with an "id=####" query string, the get caught at the email and ticket id login.

https://example.com/view.php?id=1744

I cannot for the life of me figure out why sometimes you get one vs the other. What I am hoping for it the "auth" link every time.

KevinTheJedi

tonydew

Auth codes are only available when there are no collaborators. If there are collaborators then auth codes are not added as it’s a single email going to the user and CCs. Since it’s a single email it’s a single auth code which means the collabs could then masquerade as the user and that’s not good for many reasons.

Cheers.

tonydew

Oh! It makes so much sense when you know what is going on.
Thank you