Access link when customer opens a ticket and system sends email with access link not working on PC.

vipers

OS Ticket Ver. 1.9.12, Windows 8.1, IE 9, Iphone 6 ver 9.1.0

Hello everyone.

Has anyone came across this problem before. I'll use in order to describe the issue. 1) customer opens a new ticket by filling in everything and submits it. 2) OS Ticket sends 1st email and thanks for contacting us ect: with their access link to auto login and view the ticket. When using the link ( http://support.yourdomain.com/help/view.php?auth=o1xaqaaaaanaaaaal%2BlqsthQAMaUww%3D%3DRef-Mid: ( Not linked as shown here $KQAAAA==$e2d6b5039f@a3fecb7a81) it send you straight back to the check ticket status page and does not auto log you in when you are on your PC, but it works on Iphone. (PIC 1)

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You then have to use this page to request your access link to be emailed to you. When you get the email the link is this. http://support.yourdomain.com/help/view.php?auth=o1xaqaaaaanaaaaal%2BlqsthQAMaUww%3D%3D This link works across the board. (PIC 2)

Can someone tell me why when the system sends the original email with the access link it doesn't work on a PC, yet it works on the Iphone.

I'm trying to stop people having to request their access link for the second time, and I think that's annoying.

Thank you everyone.. John.

no ticket access.png

ticket number.png

vipers

Further. The access link in the system is as per default settings. It has never been touched.

( Admin Panel/email/templates/osticketdefaulttemplate (HTML)/new ticket Auto-response.)

ntozier

Is this a new install or an upgrade?It sounds to me like the link in the template is wrong.

vipers

Hi ntozier.

Um no, no upgrade or new install. I installed it when the new version came out as a complete new install on a different subdomain, and I've been having trouble ever since. When you have a look at the template using the html code this is the link I can see <a href="%%7Brecipient.ticket_link%7D"> in normal view it says (View ticket progress online ) and it's written in blue underline, If I hover the mouse over it, the mouse changes to 4 arrows to allow me to move it but that's in the body of the message. For some unknown reason, and It's always been this way, the actual link that the customer can check the ticket progress online is in the footer of the email, and I can't see that link when using the new ticket auto-response template.. And, I'd love to change that and have the link in the body of the message instead of in the footer..

Thank you.. John

ntozier

According to my 1.9.x installation this<a href="%%7Brecipient.ticket_link%7D">should be<a href="%{ticket.client_link}">In 1.10 it appears to change to %{recipient.ticket_link}. Either way %7B and %7D shouldn't be there.

vipers

Hello ntozier.

Thanks for that.. I'll fix it up.. What should I do with the blue underline text (View ticket progress online ). Do I leave it as is and just get rid of %7B and %7D or delete it fully and add <a href="%{ticket.client_link}">!? Can I put that link in the body anywhere I like....Also, is that link that is this issue the link that's in the footer, cause I can't see that 1..

Thanks.. John.

vipers

Update.

I fixed the link, and changed it to <a href="%{ticket.client_link}"> It's working fine. Thank you very much for your help..

however, I still have this silly stupid unlinked text still in the footer of the email. Which changes upon a new ticket being created every time. See pic below.

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How do I remove this!? Do you have to have it, and is it suppose to be there!? I looked in the template ( Admin Panel/email/templates/osticketdefaulttemplate (HTML)/new ticket Auto-response.) and It's not there that I can see!

I'd love to get rid of the footer text if that's doable!

Thank you. John..

Chefkeks

Can you post a screenshot of the HTML view of the template - when that "Ref-Mid: $NAAAAA ..." stuff appears, something has to be in the footer / email template somewhere.

vipers

Hello Chefkeks.

Here is a screen shot. As you can see there's nothing there that I can see, and I hope you can see something I can't. Thanks. John.

auto response template.png

auto response template HTML code.png

Chefkeks

Ok, just found out that it's not added by the email template.See the following discussion with replies from Peter (one of the developers) about that "Ref-Mid: NAAA....." stuff: http://forum.osticket.com/d/discussion//what-is-ref-mid

vipers

Ok no worries thanks a lot for your help..