Can't access as a client

jesuszm

Hi I have an issue: all the clients can't access to the system with the email and the ticket id. osTicket just send me an email with the access link. At the same time, send me (as an admin) an email with the title Failed loggin attempt (user). Any idea about it? osTicket Version v1.8.1.2Server Software ApachePHP Version 5.3.28MySQL Version 5.5.33

ntozier

With the addition of the Collaborators feature, login with email+ticket# was disabled. Click on the link in the email and it will log you in. Once user accounts have been more fully implemented they will login with their username/password.

jesuszm

UpdateChecking the System logs, I have another response: user login. But only send me (as a user) an email with the access link with the same result.

jesuszm

thanks, ntozier.But, how can I add user accounts?

jesuszm

Another updateWith the access link that osTicket sent me, I can't check the status of ticket id, just open the "check ticket status" page.

ntozier

every time you open a ticket with another user you are technically creating a new user account. But I think that what you mean is how can you add client user accounts with username/password and the answer is you cannot yet.Login with the email/ ticket # and it will send you another link. Each link only works once.

jesuszm

I understand you, but with link that osticket send me, I can't check the status, only open the view page (mywebpage/upload/tickets.php?id=59).

ntozier

check your email template?User Access Link RecoveryIt should have %{recipient.ticket_link} in the body.The url should look more like:http://your.domain.tld/view.php?auth=long-alpha-numeric-string

jesuszm

hi, ntozierThe url the osticket sent me is like you show me:http://mywebsite.com/upload/view.php?auth=o1xaiaaaab1aaaaaDRgTOEnRT3ssQQ%3D%3D If I follow the link, in System Logs (osTicket) the user is logged in. But only open a new page with email and ticket id options.

ntozier

can you post a screen shot of what your seeing please(PM me if you want to keep it private)

PDDM

I have the same issue in a new install.Interestingly the issue started after deleting all the test tickets.

PDDM

After banging my head against the Screen I found my issue:Under Settings: I had set the Helpdesk URL http://mydomain.com without www. in front.This would send links like http://mydomain.com/support/view.php?auth=o1xamaaaaaeaaaaae%2FI0HKvkOPZ92w%3D%3DNow our host is set to reroute http://mydomain.com to http://www.mydomain.com, osTicket's view.php does not seem to like this.So setting the Helpdesk URL to http://www.mydomain.com fixed the issue.I really love osTicket. It is really a great, lightweight and easy to use system system. Right what I was looking for.

jesuszm

well, I did the same, adding www. to the URL in the settings, but I still had the same problem.

jesuszm

well, after a lot of tests, I finally did a new osTicket installation.After that and without adding www. to the helpdesk URL, it did it well.I supose that de database has a problem, so, I backed up all information about the tickets and moved to the new database.