Character Casing in Ticket Lookup

craigreilly

Anyone have any issues in the ticket lookup regarding character casing?

ie:

email: Me.Too@Domain.com

Ticket: 483654

does not work if you use email of: me.too@domain.com

Anyone else seen this behavior?

I thought maybe the Joomla wrapper was to blame but it seems to happen even direct to the page.

My attempts to change the two lookups I can find to convert to lower case in the SQL field and the Variable does not seem to help.

Running Windows 2003 Web Server (IIS6), PHP 5.2.6, MySQL 5.0.26

derekmorris7

Yes I have it!

I have the same thing happening.

craigreilly

D - what are your server specs? hosted - in house ? windows - linux ?

Try this demo site: http://www.ostickethacks.com/demo(http://www.ostickethacks.com/demo)

It works just fine. I have asked them and they are on a Linux box, Apache 2.2.11, PHP 5.2.8 and MySQL 5.0.77

craigreilly

I did a clean install with no hacks and I still had issues.

I have made some changes which appear to fix the problem:

1) Update the foloowing files:

include/client/login.inc.php

include/client/open.inc.php

include/staff/newticket.inc.php

index.php

In the email input field add:

onBlur="javascript.value=this.value.toLowerCase();"

This will convert it to lower case. I am not sure if I missed any email input fields.

ie: <td>E-Mail:</td><td><input type="text" name="lemail" size="25" onBlur="javascript.value=this.value.toLowerCase();" value="<?=strtolower($e)?>"></td>

2) In include/client/login.inc.php also convert the query string to lower case.

value="<?=strtolower($e)?>">

If someone previously did a ticket in upper case and the query came in as upper case it would fail. So the link they click on from their email would be this:

http://mydomain.com/helpdesk/view.php?e=NOBODY@HOME.COM&t=123456

And when you went to the form the query string of 'e' would be converted to lowercase.

3) Update all existing emails in the system to lower case:

From MYSql Query or PhpMyAdmin

update helpdesk.ost_ticket set email=lcase(email)

your Schema name may or may not be 'helpdesk'

altjx

I did a clean install with no hacks and I still had issues.
I have made some changes which appear to fix the problem:
1) Update the foloowing files:
include/client/login.inc.php
include/client/open.inc.php
include/staff/newticket.inc.php
index.php
In the email input field add:
onBlur="javascript.value=this.value.toLowerCase();"
This will convert it to lower case. I am not sure if I missed any email input fields.
ie: <td>E-Mail:</td><td><input type="text" name="lemail" size="25" onBlur="javascript.value=this.value.toLowerCase();" value="<?=strtolower($e)?>"></td>
2) In include/client/login.inc.php also convert the query string to lower case.
value="<?=strtolower($e)?>">
If someone previously did a ticket in upper case and the query came in as upper case it would fail. So the link they click on from their email would be this:
http://mydomain.com/helpdesk/view.php?e=NOBODY@HOME.COM&t=123456
And when you went to the form the query string of 'e' would be converted to lowercase.
3) Update all existing emails in the system to lower case:
From MYSql Query or PhpMyAdmin
update helpdesk.ost_ticket set email=lcase(email)
your Schema name may or may not be 'helpdesk'

THANK you! I've been going on with HostMonster and osTicket for a few days about this issue. Thank you so much. Old thread but worked perfectly!

altjx

While this solution works, the email that is sent out to the client is still in lower case. How do I change this?

cloudpointoh

I hate to dig up this thread, but this is killing me. Even after working over these steps several times, the email address is still written to the database in mixed case. Here's the related code:

include/client/login.inc.php

<?php

if(!defined('OSTCLIENTINC')) die('Kwaheri');

$e=Format:($_POST?$_POST:$_GET);

$t=Format:($_POST?$_POST:$_GET);

?>

<div>

<?if($errors) {?>

<p align="center" id="errormessage"><?=$errors?></p>

<?}elseif($warn) {?>

<p class="warnmessage"><?=$warn?></p>

<?}?>

</div>

<div style="margin 0px 100px 0;text-align; width%;">

<p align="center">

To view the status of a ticket, provide us with your login details below.<br/>

If this is your first time contacting us or you've lost the ticket ID, please <a href="open.php">click here</a> to open a new ticket.

</p>

<span class="error"><?=Format:($loginmsg)?></span>

<form action="login.php" method="post">

<table cellspacing="1" cellpadding="5" border="0" bgcolor="#000000" align="center">

<tr bgcolor="#EEEEEE">

<td>E-Mail:</td><td><input type="text" name="lemail" size="25" onBlur="javascript.value=this.value.toLowerCase();" value="<?=strtolower($e)?>"></td>

<td>Ticket ID:</td><td><input type="text" name="lticket" size="10" value="<?=$t?>"></td>

<td><input class="button" type="submit" value="View Status"></td>

</tr>

</table>

</form>

</div>

include/client/open.inc.php

<?php

if(!defined('OSTCLIENTINC')) die('Kwaheri rafiki!'); //Say bye to our friend..

$info=($_POST && $errors)?Format:($_POST)(); //on error...use the post data

?>

<div>

<?if($errors) {?>

<p align="center" id="errormessage"><?=$errors?></p>

<?}elseif($msg) {?>

<p align="center" id="infomessage"><?=$msg?></p>

<?}elseif($warn) {?>

<p id="warnmessage"><?=$warn?></p>

<?}?>

</div>

<div>Please fill in the form below to open a new ticket.</div><br>

<form action="open.php" method="POST" enctype="multipart/form-data">

<table align="left" cellpadding=2 cellspacing=1 width="90%">

<tr>

<th width="20%">Name (Last, First):</th>

<td>

<?if ($thisclient && ($name=$thisclient->getName())) {

?>

<input type="hidden" name="name" value="<?=$name?>"><?=$name?>

<?}else {?>

Change to auto populate name and email address from AD

J. Pastin 9-8-09

<input type="text" name="name" size="25" value="<?=$info?>">

<input type="text" id="name" name="name" size="25" value="<?=$info?>">

End Changes

<?}?>

 <font class="error">* <?=$errors?></font>

</td>

</tr>

<tr>

<th nowrap >Email Address:</th>

<td>

<?if ($thisclient && ($email=$thisclient->getEmail())) {

?>

<input type="hidden" name="email" size="25" onBlur="javascript.value=this.value.toLowerCase();" value="<?=strtolower($e)?>"<?=$email?>">

<?}else {?>

START MOD06 Change to auto populate name and email address from AD

<input type="text" id="email" name="email" size="25" onBlur="javascript.value=this.value.toLowerCase();" value="<?=strtolower($e)?>"<?=$info?>">

END MOD06

<?}?>

 <font class="error">* <?=$errors?></font>

</td>

</tr>

<tr>

<td><b>Telephone:</b></td>

<td><input type="text" name="phone" size="25" value="<?=$info?>">

<font class="error">*</font> Ext <input type="text" name="phone_ext" size="6" value="<?=$info?>">

 <font class="error"> <?=$errors?></font></td>

</tr>

<tr height=2px><td align="left" colspan=2 > </td</tr>

<tr>

<th>Help Topic:</th>

<td>

<select name="topicId">

<option value="" selected >Select One</option>

<?

$services= db_query('SELECT topic_id,topic FROM '.TOPIC_TABLE.' WHERE isactive=1 ORDER BY topic');

if($services && db_num_rows($services)) {

while (list($topicId,$topic) = db_fetch_row($services)){

$selected = ($info==$topicId)?'selected':''; ?>

<option value="<?=$topicId?>"<?=$selected?>><?=$topic?></option>

<?

}

}else{?>

<option value="0" >General Inquiry</option>

<?}?>

</select>

 <font class="error">* <?=$errors?></font>

</td>

</tr>

<tr>

<th>Subject:</th>

<td>

<input type="text" name="subject" size="35" value="<?=$info?>">

 <font class="error">* <?=$errors?></font>

</td>

</tr>

<tr>

<th valign="top">Message:</th>

<td>

<? if($errors) {?> <font class="error"><b> <?=$errors?></b></font><br/><?}?>

<textarea name="message" cols="35" rows="8" wrap="soft" style="width%"><?=$info?></textarea></td>

</tr>

<?

if($cfg->allowPriorityChange() ) {

$sql='SELECT priority_id,priority_desc FROM '.TICKET_PRIORITY_TABLE.' WHERE ispublic=1 ORDER BY priority_urgency DESC';

if(($priorities=db_query($sql)) && db_num_rows($priorities)){ ?>

<tr>

<td>Priority:</td>

<td>

<select name="pri">

<?

$info=$info?$info:$cfg->getDefaultPriorityId(); //use system's default priority.

while($row=db_fetch_array($priorities)){ ?>

<option value="<?=$row?>" <?=$info==$row?'selected':''?> ><?=$row?></option>

<?}?>

</select>

</td>

</tr>

<? }

}?>

<?if(($cfg->allowOnlineAttachments() && !$cfg->allowAttachmentsOnlogin())

|| ($cfg->allowAttachmentsOnlogin() && ($thisclient && $thisclient->isValid()))){

?>

<tr>

<td>Attachment:</td>

<td>

<input type="file" name="attachment"><font class="error"> <?=$errors?></font>

</td>

</tr>

<?}?>

<?if($cfg && $cfg->enableCaptcha() && (!$thisclient || !$thisclient->isValid())) {

if($_POST && $errors && !$errors)

$errors='Please re-enter the text again';

?>

<tr>

<th valign="top">Captcha Text:</th>

<td><img src="captcha.php" border="0" align="left">

<span>  <input type="text" name="captcha" size="7" value=""> <i>Enter the text shown on the image.</i></span><br/>

<font class="error"> <?=$errors?></font>

</td>

</tr>

<?}?>

<tr height=2px><td align="left" colspan=2 > </td</tr>

<tr>

<td></td>

<td>

<input class="button" type="submit" name="submit_x" value="Submit Ticket">

<input class="button" type="reset" value="Reset">

<input class="button" type="button" name="cancel" value="Cancel" onClick='window.location.href="index.php"'>

</td>

</tr>

</table>

</form>

<script type="text/javascript">

// START - MOD06 Active directory look up

var name_options = {

script: "./scp/userfind.php?maxEntries=10&",

varname: "name",

json: true,

delay: 10,

cache: false,

callback: function (obj) {document.getElementById('email').value=obj.info;}

};

var email_options = {

script: "./scp/userfind.php?maxEntries=10&",

varname: "mail",

json: true,

cache: false,

callback: function (obj) {document.getElementById('name').value=obj.info;}

};

var email_as=new bsn.AutoSuggest('email', email_options);

var name_as=new bsn.AutoSuggest('name', name_options);

// END - MOD06 Active directory look up

</script>

Any thoughts? Sorry about all the code, I'm just frustrated with it.

ntozier

check out class.ticket.php circa line 1300ish (not sure if mine is stock). The area in the code looks something like:

//We are ready son...hold on to the rails.

$extId=Ticket:();

$sql= 'INSERT INTO '.TICKET_TABLE.' SET created=NOW() '.

',ticketID='.db_input($extId).

',dept_id='.db_input($deptId).

',topic_id='.db_input($topicId).

',priority_id='.db_input($priorityId).

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

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

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

',helptopic='.db_input(Format:($topicDesc)).

',phone="'.db_input($var,false).'"'.

',phone_ext='.db_input($var?$var:'').

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

',source='.db_input($source).

',agency='.db_input($var);

You should be able to do something like replace:

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

with

',email='.db_input(strtolower($var)).

OR before the INSERT somewhere do something like:

$lcemail = strtolower($var)

then change the

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

',email='.db_input($lcemail).

This should mean that new tickets that are opened will have an all lowercase email address. Any tickets already in the database would need to be updated though. You could write a quick-n-dirty script that queries the db for ticket_id and email, strtolower() the email and then update the ost_ticket table.

I've never tried to strtolower() an email address before, but it should work. Hope this helps.