End-User Ticket Link

vidfe

The reason for my message is that I am having problems with the hyperlinks that are sent in messages to end users so that they can view their ticket thread on the web.

Before continuing, here is my current configuration:

osTicket version: v1.18.2
PHP version: 8.4.16

Now, I have automated response templates that are sent to users when a ticket is answered. Lately, users have been telling me that when they click on the hyperlinks in the responses to view the entire ticket thread, they get a 404 not found error or are asked for a username and password to view the thread. Otherwise, they are asked for their email address and ticket number to access the thread. This did not happen on other occasions. I will attach images:

I have reviewed the configuration of the forms and links. In principle, I understand that I am entering the correct links, as I am entering the one that refers to End-User Ticket Link. I am attaching images of both the configuration and the HTML of the template:

I have covered up some information due to confidentiality issues, but it is not related to the HTML code.

I understand that based on this configuration, the links associated with the words should allow end users to view the ticket threads.

I have looked at similar cases in the forum but cannot find the solution. I have seen a case where someone solved it by putting a file called “connection.php” in the /Include folder, but I don't know if that will actually work, apart from not being very clear on how to link it to the tool.

Can you help me with this case?

KevinTheJedi

vidfe

What's the full URL when you get 404? Template looks fine thus far.

Cheers.

vidfe

Here is the link: https://support.domain.es/osTicket/view.php
It has been modified for security reasons.

KevinTheJedi

vidfe

Question, do you normally access your site via https://support.domain.es/osTicket/scp? Or just https://support.domain.es/scp?

Cheers.

vidfe

KevinTheJedi

I have verified and all links are related to: "https://support.domain.es/scp" So that's one of the turning points.

Now that I realize this, I have changed the links, but the problem is that instead of showing the ticket thread, it asks for the email and ticket number to be displayed, and sometimes when you enter this information, a window pops up asking for a username and password.

I have checked the entire configuration again, but I don't have anything that requires users to register on the website to view tickets or ticket threads. In principle, I would like it to be “anonymous” as it has been until now.

I don't know if I have explained myself correctly.

KevinTheJedi

vidfe

Did the link expire? If so it will force them to send a new access link.

Cheers.

vidfe

KevinTheJedi
No, the link hasn't expired. It even happens with new links, which didn't happen before... It's strange.

KevinTheJedi

vidfe

Make sure the first options is enabled and the second one is disabled:

Cheers.

vidfe

KevinTheJedi

I have reviewed it. You were correct; the authentication token option was not enabled. I have enabled it and will conduct tests. I will keep you updated on the case.

Thank you.

vidfe

KevinTheJedi
Hello. I am updating the case. I have been testing the links with end users.

I would like to point out that there are tickets that, when open, the links work and authenticate automatically without any problems, but then when the status is set to “resolved,” the links stop working and request the “ticket number + email address” or ask for authentication with the “username + password.”

Another thing I've noticed. In the email that the application sends to the user notifying them that their ticket has been opened or when responses are sent, I've noticed that in the areas with links there is a very long link that, when opened, redirects to the original ticket and requests authentication.

I find this curious, because I have tested it myself, creating test tickets, and the same thing happens when I open those links, even with the browser in incognito mode.

I am a little surprised about this, as until recently everything was working fine.

Cheers.

KevinTheJedi

vidfe

Is it a case of the link being expired? Or is it a brand new link right when it’s resolved that doesn’t work? I ask this because we don’t check ticket status or anything when someone uses an access link:

https://github.com/osTicket/osTicket/blob/develop/view.php

We check the user to see if they are already logged in. We see if there is an auth token and attempt to use that. We attempt to auto-login the user if available. If the user was auto-logged in we check to see if the user is a part of the ticket and if so lets them in.

If all that fails it redirects back to login/check status page.

P.S.
You need to start providing exact steps to replicate this stuff or at the very least more detailed information. Otherwise we won’t be able to get to the bottom of it or replicate it ourselves.

Cheers.

vidfe

KevinTheJedi
Okay, let me explain step by step what happens and how it works for me:

First, the user opens a ticket from the home page.
This user receives an email that I have created based on the templates provided by the tool. (In this template, there is a link in the ticket number section, which is set with a ticket variable: #%{ticket.number}). This link is included so that the user can view the ticket as an anonymous user.
As the ticket is being worked on and responded to, either to provide an update or to mark it as completed, the user receives another email also created with the tool's templates. In this case, it is a different template, but I have variables similar to the previous email, i.e., there is a link in the ticket number variable. (This is the one I am most interested in because, based on the response or resolution given, users often use the links to view the ticket history on the website, which is easier than searching through emails).
When I check the link, I find that it gives me a very long link that, when clicked, is replaced/redirected to the original link. This is where the problem occurs, because when you click on it, two things can happen: the first is that it goes to the history as if nothing had happened, and the second is that it starts asking for credentials.

It may happen that the email I just sent, which is a new link, instead of sending me to the ticket history when I click on it, sends me to the login page.

I know it's a strange issue, but users are asking me to keep it working without having to force them to log in or register in the application.

If you need me to make a video about it or gather more evidence on the case, let me know.

KevinTheJedi

vidfe

If you get the issue then immediately fully clear all cache/cookies/sessions and click the same link again does it then work? There are known issues with Guest User Sessions.

Cheers.