Hello everyone!
We seem to be having an odd issue with our OS hosted ticket portal (v1.15.3.1) where someone submits a ticket but then receives no confirmation and the ticket never appears on our end.
We allow submission of tickets without login but only from set IP ranges. We only have one user reporting this issue but we believe that is because this is our most diligent and tech-savvy user so we're worried this might be happening to others who are failing to report it (or don't realize they had an issue).
Process goes:
- Individual logs into portal from their work machine.
- Uses our IT ticket support topic and fills out the required info.
- Hits submit and gets the "ticket submitted dialogue".
- Does not receive an email confirmation, and the ticket does not appear in our portal.
- Our system log does not show any issues.
- User waits a bit and submits again and this time it appears in our support portal.
Sorry I don't have more technical info than that to offer, we have limited ability to investigate from what I can tell, as we do not host the setup; I'm not sure if there's more logs we have access to.
I was curious if anyone else using OSticket hosting has run into this issue and what can be done to resolve or reduce the occurrences? Or perhaps this is better suited as a support ticket?
Thanks to anyone with feedback!