"Access denied." - I'm confused...(newbie)

JanV

Hi all,

OSTicket : 1.6 RC4

MySQL : 5.0.58

PHP : 5.2.6

Please excuse this newbie - but he has all but lost the last bit of hair on his head...

If a user goes to the OSticket root page... in our in-house environment the URL is : http://192.168.1.116/osticket(http://192.168.1.116/osticket) and he completes the form. The system send's him an email confirming the creation of the ticket.

Inside the email there's a hyperlink to view the ticket, it looks like this :

http://192.168.1.116/osticket/view.php?e=jan@email.com&t=501506(http://192.168.1.116/osticket/view.php?e=jan@email.com&t=501506). The user then clicks the link - which takes him to a login page where there's a button saying "View Status". If this is clicked he sees a list of "Open Tickets". If he then attempts to click on the ticket to view the details - he gets the message : "Access denied."

Why?

As admin I've created a category called "Test Category" and the email address I've entered under this category, does not receive an email when a message is posted to that category.

Why not - or is this the correct behaviour?

As admin I've created a "User Group" called "Test Group" where I've checked only the box next to the category named "Test Category".

As admin I've created a "Representative" and I've assigned him to the group named "Test Group".

When this representative logs onto the system via http://192.168.1.116/osticket/admin.php(http://192.168.1.116/osticket/admin.php) he sees the list of open tickets, and when he too tries to click on the ticket to view the details, he gets a message : "Access denied."

Why?

Please help... I fear I misunderstand the whole Admin/Representatives/User Group/Category configuration...

The Administrator Representative or any Representative that I make a member of the Adminstrator group, can view the details of the ticket... but this also causes all Representatives to view all the tickets that the Administrator can view... and not just those that I'd like him to view.

Thanks to anyone coming to my rescue!

Jan

masino_sinaga

It is weird since I never got this happened.

Well, if we look at the view.php file, there are 3 occurances about sentences contain of "Access denied" phrase:

- In line 19: 'Access denied'

- In line 30: 'Access Denied. Possibly invalid ticket ID'

- In line 45: 'Access Denied. Possibly invalid ticket ID'

Besides that, in \include\client\viewticket.inc.php file, there is only one occurance about sentence that contains of "Access denied" phrase:

- In line 4: 'Access denied'

So, from your description at your post, you said that the message is only "Access denied".

If we look at the view.php file, the complete code for this is:

if(!is_object($thisclient)) die('Access denied'); //Double check again.

whereas in \include\client\viewticket.inc.php file, the complete code for this is:

if(strcasecmp($thisclient->getEmail(),$ticket->getEmail())) die('Access Denied');

My suggestion is: please re-check again the possibility things that caused generate that message regarding those code.

Also, please make sure that all osTicket script files have been uploaded to your web server to the proper directory correctly?

CMIIW.

Best regards,

Masino Sinaga