Hello.
We run two
separate osTicket installations, running on version 1.9.1.
On both of
these installations, we have problems with tickets that vanish. The user receives
a confirmation email, which contains a ticket number and a link to view the
ticket status. However, the link is not working, and if clicked upon the user is
asked for a password. When we search for any of these ticket numbers in
osTicket, they are not to be found in the system. The result is the same if we
search for them straight in the database. We don’t know how many of the tickets
that vanish in this way, but we are starting to receive a lot of customer
complaints. In the system logs in osTicket we can see a vast number of warnings
for “Failed login attempt (user)” with reference to tickets that don’t exist.
Checking the apache log files, we can’t see any errors thrown.
Looking at
the client side, missing tickets have been created from a vast variety of
different platforms and browsers, so we cannot see a pattern there.
Every day
we receive about 150 to 200 tickets. Our estimate is that around 10 to 20
tickets disappear each day.
Have anyone
else encountered this, or have any idea for a solution to this problem?
The
installations are hosted on a server running the following software:
OS: Debian
7.6.
PHP Version
5.4.4-14+deb7u12
MySQL: 5.5.38-0+wheezy1
We have
full access to the server so all logs and server info is available to us, if
needed.
Best
regards.