Impossible to check ticket status

bvsantos

It's not possible to check ticket status...
If a user want's to know how their ticket is doing, it fills in the email address and the ticket number. He receives an email with a URL. He follows the URL and gets back at the same page, to fill in the email address and ticket number to get an email with a URL to follow the ticket. It then clicks the URL, gets back at this page... It's a loop

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

bvsantos

Sorry, my mistake
Server Information osTicket Version v1.14.3 (f4f5bc6) — Up to date Web Server Software Apache/2.2.15 (CentOS) MySQL Version 10.1.46 PHP Version 7.3.21 PHP Extensions gdlib Used for image manipulation and PDF printing imap Used for email fetching xml XML API xml-dom Used for HTML email processing json Improves performance creating and processing JSON mbstring Highly recommended for non western european language content phar Highly recommended for plugins and language packs intl Highly recommended for non western european language content fileinfo Used to detect file types for uploads zip Used for ticket and task exporting APCu Improves overall performance Zend Opcache Improves overall performance PHP Settings cgi.fix_pathinfo "1" is recommended if AJAX is not working date.timezone Europe/Lisbon Database Information and Usage Schema osTicket (localhost) Schema Signature 4bd47d94b10bd8a6bab35c119dadf41f Space Used 359.66 MiB Space for Attachments 199.80 MiB Timezone WEST (Interpreted as Europe/Paris)

KevinTheJedi

@bvsantos

The User will not receive an access token if the ticket has collaborators. This prevents the possibility of collabs masquerading as the Owner of the ticket. If the User is logged in they can click the link in the email and get access right away. If not, they will have to login and then they can view the ticket.

Cheers.

bvsantos

KevinTheJedi
Hi !
The ticket does not have collaborators - only the agent that was assigned to the ticket .
The users don't have a login for the ticket system. Only a valid email address is required to open a new ticket..It's impossible for the user to be logged in to check the ticket status because they can't - only agents have username/password.
This functionality has already worked, but after an upgrade, it stopped working and I don't see any error in the logs..