"Page not found" when posting reply... Sometimes... :/

MacPhotoBiker

Hi,I have osTicket installed in a document root folder called "support". Usually, everything works fine, but it seems I have a problem when I post a second consecutive reply.My case: I opened a ticket for a customer, then customer replied, and then I replied back. So far so good.Then, I noticed I made a typo in my answer. Since it can't be edited, I just wanted to post a further reply. However, I can't post it. Instead, I get a "Page not found" error from my wordpress installation. I have wordpress installed in document root, sowww.mysite.com shows my regular websitewww.mysite.com/support opens osTicketI checked the following:Ownership of folder "support": account owner (not root or so)permissions of folder "support: 755In Wordpress, there's no page called "support"Could somebody help me tracking down the reason for that error?Thanks a lot in advance!

ntozier

Wordpress extensively uses .htaccess rewrite rules. My first guess would be an incompatibility there. That being said we do not really support integration between these two products. There are people who have done it and posted about it here on the forums. Maybe one of them can help you. Other wise I've asked the devs to take a look at your thread, but rather doubt that you will get a reply from them.

MacPhotoBiker

Hi ntozier,thank you for your quick reply. It seems to me that the problem only arises when I initiate the ticket from the osTicket backend. When a ticket is opened via email, all works smooth. But that's only my assumption.Does osTicket have any log files where I could have a look?

ntozier

Admin panel -> Dashboard -> System logsAlso your php error logs.Also your web server logs.

MacPhotoBiker

Thank you, ntozier,I will look into that and post my findings here.

ntozier

You're very welcome and Sounds good. :)

MacPhotoBiker

Another piece of information:When I'm working on the ticket, this is what I see in the address bar:https://www.justcorebusiness.com/support/scp/tickets.php?id=37After I try to post my reply, I get this address:http://www.justcorebusiness.com/403.shtml?id=37#replyThe osTicket logs do not register anything.In my "Wordfence Live View", I see the following entry:MY.IP.ADDR.ESS left http://www.justcorebusiness.com/support/scp/dashboard.php and tried to access non-existent page http://www.justcorebusiness.com/support/scp/js/dashboard.inc.js

MacPhotoBiker

I checked, and the dashboard.inc.js does exist

ntozier

Please Admin panel -> Dashboard -> Information.I still think that its got something to do with redirects via .htaccess.

MacPhotoBiker

Please find it attached. I have quite some protection software running, maybe this causes a conflict somewhere, I will dig into that. The strange thing is that tickets that were opened by email apparently do not cause any problem at all...

MacPhotoBiker

Did you receive the screenshot? I can't see it in my post...

MacPhotoBiker

After trying to post, the page title reads "Nothing found for Support Scp Tickets Php?id=37

MacPhotoBiker

This is the error message from the htaccess log (I just removed my IP address) ModSecurity: Access denied with code 403 (phase 2). Match of "rx ((?(?:\\\\+| )?(request)?(?:\\\\+| )?>+|<<(?:\\\\+| )remove|(? ?in|log ?(?|out)|next|modifier|envoyer|add|continue|weiter|account|results|select)?(?:\\\\+| )?>+)$|^< ?\\\\??(?: |\\\\+)?xml|^<samlp|^>> ?$)" against "ARGS" required.

MacPhotoBiker

I see, it's because of the mod_security Module which doesn't like the file tickets.php. I will see how to whitelist that file, and post my findings here.

MacPhotoBiker

Ok, all works well now. The problem was caused by a "false positive" in the mod_security module. Whitelisting the corresponding rule did the trick. Attached a screenshot, just if one day somebody stumbles across this post. The id (8903) was stated in the htaccess log file.Thank you very much ntozier for guiding me in the right direction, and for being so responsive.

MacPhotoBiker

ntozier

You're very welcome! I'm glad that you found it so quickly. I'm going to close this thread since your resolved. Thanks for posting such detailed information about how you resolved it, I'm sure that someone else will run into a similar problem and hopefully they will see this and it will help them. :)