Sounds like your webserver is throwing a 403 error.What version of osTicket are you running?What webserver are you running?Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.
osTicket v1.9.5.1PHP v5.3.3Apache on CentOSJust to test it again. I used a test account to create a ticket. Then, I logged into the Admin Panel and replied to the ticket. Both operations worked perfectly fine. This is isolated to the Knowledgebase only.
CentOS... are you running SELinux?
It has SELinux installed but disabled.I was inside the osTicket admin panel just now, and I noticed something rather odd.When I first created the category, I didn't realize I had left it as "internal", so I changed this later. It says "public" now. However, when I go to create a new article, the Category Listing dropdown list shows the category as being "internal" when it's not.When I saw this, since I only have one article, I erased it, then erased the category, thinking that if I just recreated the category from the start with the correct setting the start with, it might take care of this issue. Unfortunately, it didn't. I have attached photos of what I am seeing.
So are you saying that your problem was that your FAQ wasn't published and now that you changed it, your 403 Forbidden is gone?Yes creating a new FAQ always defaults to Internal (private).
Sorry I confused you. I thought that when I saw what was pictured, that if I deleted and recreated the category and the article, ensuring they were set to public for category and published for article, that it would take care of it. I can see the category and article link on the osTicket regular page, it's just the article that says "Access Denied" when it's clicked.
oh okay. I see what you're saying now, have you tried consulting your web servers error logs to see whats being logged?
as an afterthought, I wonder if ModSecurity, seLinux, or maybe suHosin is blocking the URL from being displayed. yeahI imagine if any of those things were blocking it, you would see something in your logs.
I have a shared hosting account, so I don't have direct access to the server itself. I can see site level logs. I looked in error_log, but nothing in the log points to faq.php which I expected to be the one an error would be next to for this item. I tried to scan through the log but it's pretty large. If there are some key items too look for, please let me know. If would be of help to try to go through this monster log. It's been logging stuff since last year sometime. I did, however, see some PHP warning message about scripts within osTicket itself, but nothing that I can tell that would break it.Any suggestions are appreciated. The more I can narrow it down the better. If it turns out to be a server issue, then I can contact my hosting provider's support team and ask them to fix whatever it is. I find that this not working is weird considering that the Control Panel for my hosting provider listed your software as an option for installation. You'd think if they included it, it would work right.I wonder, could osTicket be messed up since I allowed the server to upgrade it via the control panel? It said an update is available for software so I clicked, Install and it installed it. I really don't know what else to try. Every other part of that I've used to work fine, just not the Knowledgebase.Thanks for taking time out of your busy day to help!
You might need to contact your web host and tell them what you are seeing and see if they can see anything in the logs. See if its triggering a mod_sec rule or something. Q: I wonder, could osTicket be messed up since I allowed the server to upgrade it via the control panel?A: It very well could be. You should be able to find out fairly easily though. Simply download the 1.9.5.1 archive from osticket.com/downloads and upload the contents of the upload folder to your site. Make sure you put it in the right place though. :) IF you need more direction on this please feel free to ask.Out of curiosity do the mouse overs work? (when you mouse over a ticket, or a ?, does a pop up open)You're very welcome for the help. :)
I apologize. I found out what the problem was. I installed osTicket onto another domain that I have and it worked without an issue. It turns out the minor mod I did to the header caused the issue. I was very careful to NOT affect the php code, but I discovered that I chose a variable name that was, ironically, in use by the FAQ system. The odds of me choosing the same variable name were slim, but I chose it. It caused an issue with the FAQ system and returned the Access Denied error. I apologize for wasting your time and will do my best in the future to ensure that I haven't caused the issue myself before I report it.
No worries. Thanks for letting us know that you figured this out. I'll close this thread and mark it resolved. Please feel free to start a new thread if you have another question, comment, etc.
