links in reply emails not working right after creating cname for osticket server.

jwcarson

I am running OSticket 1.8 internally.... I created a cname for my server and updated the php.ini file to look in the osticket directory by default. That way if someone goes to http:(cname) it maps to http://(servername)/osticket.The problem I am having now is that when a ticket is created and the email is sent out with the links to check the ticket, the links don't work. I have tried to update the links in the template to show the cname instead of the server name, but to no avail. I am asking advice on what other tasks may need to be done.

ntozier

Have you updated Admin panel -> Settings -> Helpdesk URL?

jwcarson

I did, no joy

ntozier

Sounds to me like you have an issue with your webserver then. Since you haven't haven't given us much information about your server I'm not sure how to attempt to help you further.

jwcarson

I am running xampp... I have the osticket website in a folder called htdocs\osticket. Instead of going to http://(servername)\osticket to start the software, I created a CNAME that points to the server name and adjusted the apache server to start in the osticket directory so people don't have to put it on the end of the http call.Everything works well except when a user receives an email with their ticket number.. When they click on the links, I get an 'object not found' 404 error stating that the URL does not work.

ntozier

Rather than use a cname (DNS) why not have the web servers document root for the site actually point to the actual osticket folder?

jwcarson

I believe I am doing both.... I use the cname because it is more intuitive than the server name and adjusted the apache server to look in the osticket folder.... that way folks don't have to append osticket onto the end.

jwcarson

The following link is sent to a user via a response email after they input a ticket.... the link will show 'object not found'... http://urbanhelpdesk/scp/%%7Brecipient.ticket_link%7DThe link below is sent to a tech after a ticket is assigned to them.... It works fine.http://urbanhelpdesk/scp/%%7Bticket.staff_link%7DSomehow the recipient.ticket_link portion of the upper link is broken and I don't know where to look to fix it.

ntozier

I would think that if you looked at your webserver logs you might be able to narrow down the url that's being requested that generating the 404. It still sounds like your Apache server is redirecting the traffic in a way that it shouldn't be to me.