HI,
I Upgraded My osticket from 1.9 to 1.14 few days ago.
Everything seems to work but the token policy does not seem to be always respected.
On created ticket, the ticket owner got a link with the Auth token but then :
On Ticket update, on Check Ticket Status the token is not included anymore.
whereas In admin>Settings>users : the " Enable use of authentication tokens to auto-login users" is checked.
Many thanks by advance for any help
What's driving me crazy is it works for New Ticket Notice but does not for any other template whereas it worked without any issue on 1.9.
And for all the templates the variable remain the same :
%%7Brecipient.ticket_link%7D
I don't understand what's happening.
Nobody?
The Auth Token is not added to the Access Link if the Ticket has Collaborators. Check to see if the ticket has Collaborators and if so, this is your issue.
Cheers.
Hi ramrajone,
the server use php 7.4 and yes I rechecked all the templates.
Hi KevinTheJedi ,
Yes these ticket have collaborators, Would it be possible this has worked on 1.9 and does not work anymore on 1.14?
KevinTheJedi Damned, is there anyway to rollback this functionality keeping 1.14 or 1.12?, we have a lot of guests on this helpdesk that could not access the tickets they are associated to anymore.
ramrajone As it works for ticket creators do you this could be the issue?
You can uncomment the line of code that checks for collabs BUT this will make any Guests/Collabs log in as the actual User and not a Guest, etc. (as we are sending ONE email to multiple recipients rather than sending an email per recipient - less outgoing mail)
Cheers.
Ok Thank you. I thought there would be a way to do something like that. As my issue is mainly a consulting issue, I now add the whole thread to the ticket mail.
KevinTheJedi The Auth Token is not added to the Access Link if the Ticket has Collaborators. Check to see if the ticket has Collaborators and if so, this is your issue.
Dear Kevin,
Is this still the case on OST 1.17?
When collaborators are added to a ticket, the link that "ticket openers" receive in the responses (recipient.ticket_link), does not include the token.
If this is still the case in OST1.17, is there any other way CC can be done to another person, on ticket reply?
Of course this is still true.
I don’t know what you mean by your last question. In order to reply to a CC you must add them as a CC and then reply in the Ticket.
Cheers.
KevinTheJedi Of course this is still true.
I don’t know what you mean by your last question. In order to reply to a CC you must add them as a CC and then reply in the Ticket.
Ok, now I solve the issue by including the email of the user and the ticket number in the body of the email. In case the user cannot automatically login (case that the ticket has collaborators), he can use these to login manually.
The other way is to just reply to the email he received of course and not login to the system.
Regarding the CC question, What I mean is this:
Can an agent reply to a user and close the ticket, but at the same time send also the reply of this ticket to another agent belonging to another department?
The only way I can see this to happen now, is to use collaborators. But this may be done in another way also? Please let me know if this can be done in another way.
Thank you
Not unless you assign it to the agent or create an attached task with that agent on it or simply add them as a CC.
Cheers.
KevinTheJedi or simply add them as a CC
Is there a CC option in the OST, or you mean through email reply?
Of course there is a CC option within osTicket. When you click on any Ticket you should see a Collaborator section above the Reply box. There you can add anyone as a CC. Once someone is added as a CC they will receive all thread communication for that Ticket (including the reply you will send after adding them as CC).
Cheers.
I would instead recommend using an attached Task. Tasks are mostly internal (unless an outside collaborator is added) and are a way for agents to talk internally without affecting the Ticket and without sending notices to Users. What you can do is create a Task from the specific thread entry you are replying to (click the dropdown arrow on the thread entry and click Create Task), create the Task for the intended Agent you want to reply to, and then add your reply within that Task so the Agent gets a notification and sees the reply. Then you and the Agent can talk within the Task if needed so the user doesn't see the conversation within the Ticket itself.
You can Refer/Assign an Agent to the Ticket as well but the best you can do is add Internal Notes in the Ticket if you don't want the User to see it. This will cloud the Ticket thread with a bunch of internal notes though.
Cheers.
