[MOD] Avoid Duplicate Ticket-Content Saved in Database

masino_sinaga

Hello everyone,

First of all, I want to share the modification that I made. This MOD will avoid duplicate ticket-content saved ini database.

As we know, in existing condition, after client submit a new ticket and got "thank you" message from osTicket, sometimes client refresh/reload that "thank you" page... and this will cause the same ticket-content (of course with different Ticket-ID) will be saved in database.

This MOD will avoid that duplicate ticket-content saved in database, and client will get error message "Data already exists in database!", and the page will be back to the Open New Ticket form that filled-in with that duplicate data. This is useful for you, especially if you want to apply this rule to your osTicket, moreover this will avoid spam-ticket record in your database if client refresh/reload the "thank you" page via his/her browser. ;)

Okay. Let's getting started now!

In file \include\class.ticket.php

FIND:

//Any error above is fatal.

if($errors) { return 0; }

BEFORE, ADD:

// Added by Masino Sinaga, April 13, 2009

// This code to avoid duplicate ticket-content saved in database

//

// For example: In existing condition, If user refresh/reload

// the page that show thank you message after client

// open a new ticket, the new ticket would be created

// and that new record will be saved in database, even

// the new ticket has same content with the previous ticket.

// With this MOD, system will avoid the same ticket-content

// saved in database.

//

// In other words:

// Before: Duplicate ticket-content will be saved in database

// After : Avoid duplicate ticket-content in database

$sql1='SELECT email FROM '.TICKET_TABLE.'

WHERE email='.db_input($var).'

AND name='.db_input(Format:($var)).'

AND subject='.db_input(Format:($var)).'

AND phone='.db_input(Format:($var)).'

AND ip_address='.db_input($ipaddress).'

AND source='.db_input($source).'';

$sql2='SELECT ticket_id FROM '.TICKET_MESSAGE_TABLE.'

WHERE message='.db_input(Format:($var)).'';

$res1=db_query($sql1);

$res2=db_query($sql2);

if( ($res1 && db_num_rows($res1)) && ($res2 && db_num_rows($res2)) ) {

$errors="Data already exists in database!";

}

// Added by Masino Sinaga, April 13, 2009

That's all, everyone.

Hope this helpful for you.

Have a nice day! :)

Best regards,

Masino Sinaga

craigreilly

I'll have to give this a try as it does occassionally happen. hopefully the developer will add this to the final release.

masino_sinaga

Yup. Not only on Client-Side. This MOD will also apply to Staff-Side. If Staff refresh/reload the page he/she receive after add a new ticket from Staff Panel, the page will be back to the "Add New Ticket" form; with that duplicate-data filled-in on it.

Staff will also receive an error message via that page: "Data already exists in database!" if he/she is keep trying to enter the same ticket-content with the previous ticket. This MOD will help Staff, to make sure that he/she has already entered that ticket-content before.

The most important thing is: your database keep clean with the unique content-ticket.

Have a nice code!

Best regards,

Masino Sinaga

spix26

hai masino,

this issue also in staff side. I mean, when staff reply the response and reload/refresh the page, the latest response is posted.

on your code:

$sql1='SELECT email FROM '.TICKET_TABLE.'

WHERE email='.db_input($var).'

AND name='.db_input(Format:($var)).'

AND subject='.db_input(Format:($var)).'

AND phone='.db_input(Format:($var)).'

AND source='.db_input($source).'';

$sql2='SELECT ticket_id FROM '.TICKET_RESPONSE_TABLE.'

WHERE response='.db_input(Format:($var)).'';

$res1=db_query($sql1);

$res2=db_query($sql2);

if( ($res1 && db_num_rows($res1)) && ($res2 && db_num_rows($res2)) ) {

$errors="Data already exists in database!";

}

I change the message to response, i know the TICKET_RESPONSE_TABLE is exist but i don't know about this

Format:($var)

Thanks

backspace

Would this stop duplicate tickets on double click? or is it only on refresh?

neoestrofs

Need Help

Hi guys. I added the code in include\class.ticket.php before

//Any error above is fatal.

if($errors) { return 0; }

like Masino suggested. But when I upload the ticket and get "thank you message" if I refresh thank you page, ticket's are still duplicate. In my case that solution doesn't work.

This is how I change my class.ticket.php.

$sql1='SELECT email FROM '.TICKET_TABLE.

'WHERE email='.db_input($var).

'AND name='.db_input(Format:($var)).

'AND subject='.db_input(Format:($var)).

'AND phone='.db_input(Format:($var)).

'AND ip_address='.db_input($ipaddress).

'AND source='.db_input($source).'';

$sql2='SELECT ticket_id FROM '.TICKET_MESSAGE_TABLE.'

WHERE message='.db_input(Format:($var)).'';

$res1=db_query($sql1);

$res2=db_query($sql2);

if( ($res1 && db_num_rows($res1)) && ($res2 && db_num_rows($res2)) ) {

$errors="Data already exists in database!";

}

//Any error above is fatal.

if($errors) { return 0; }

First time i copy and paste Masino's code and I saw that doesn't work.

Second time I manually wrote code and not work yet.

I really don't understand why. Can anyone help me??