Forbidden Error Message When Posting Some New Tickets

[ugogo.info]

Script URL: http://www.ugogo.info/helpdesk

Version of script: 2.1

Hosting company: http://www.idshosting.co.za

URL of phpinfo.php: http://www.ugogo.info/helpdesk/phpjunky ... hpinfo.php

URL of session_test.php: http://www.ugogo.info/helpdesk/phpjunky ... n_test.php

What terms did you try when SEARCHING for a solution:

On Google:

Hesk - Forbidden error
Forbidden You don't have permission to access /helpdesk/suggest_articles.php on this server.

On phpjunkyard forum:

Forbidden error
Forbidden You don't have permission to access /helpdesk/suggest_articles.php on this server.

Write your message below:

Hi

I've recently installed this script and am in the process of creating support tickets for each of the outstanding issues from clients.

Some it allows to be created, and others it does not.

Here is the error message I receive - below the error message I will explain the steps that led to the error in more detail.

ERROR MESSAGE:

Forbidden

You don't have permission to access /helpdesk/suggest_articles.php on this server.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.

Apache/2.2.11 (Unix) mod_ssl/2.2.11 OpenSSL/0.9.8i DAV/2 mod_auth_passthrough/2.1 mod_bwlimited/1.4 FrontPage/5.0.2.2635 Server at www.ugogo.info port.

STEPS that led to the above error:

1. Created ticket1 for client A, no problem.
2. Created ticket 2 for Client A, got the above error message.
3. Tried to create a ticket to an existing admin, got the above error message.
4. Tried to create ticket for new client, got the above error message.
5. Created a test ticket, it went through fine to my gmail address.

So far, I wondered if there was any restrictions set into the script, which I don't know about, such as:

1. Can't post tickets from the same IP within a certain amount of minutes, and
2. Can't create tickets to same email addy as existing user in admin, and
3. Any domain names not catered for, such as .info for example?
4. Any restrictions on email format size, e.g. info@ earthsentials .com is that too large? (i've put space in on purpose here, but did not do so on ticket.)

Not being a developer, I am just trying to guess what it could be.

Software tested on:

Linux ubuntu O/S,. using Mozilla FireFox, Seamonkey and Epiphany web browsers

ON another pc, used Windows XP, Mozilla and iE

Get the same exact error.

Any help would be appreciated.

Thanks!
Christine



[/quote]

[ugogo.info]

I managed to get another ticket done after about 15 minutes, and completely closing down browser and deleting all cookies.

Could not replicate that though.

Then I noticed that my IP changes on the new ticket page.

I have a connection that issues dynamic IP addresses periodically.

Perhaps it is linked to that?

[ugogo.info]

I found a post with almost the exact same problem, here:
viewtopic.php?p=12087#12087

In that post, it is suggested that we edit the .htacess file.

Here's what is so strange - there is no .htacess file on my server in any of the hesk folders.

I usually edit them in a plain text program, but now there is none to edit!

Should I make one?

Any advice if I do?

OR am I looking at the wrong solution, wrong path or something?

Thanks!

[Klemen]

Hello,

A .htaccess file is not included in Hesk, this is a configuration file on the server. You can try this:

1. on your PC create a plain text new file called "htaccess.txt"
2. paste this inside the htaccess.txt file:

Code: Select all

SecFilterEngine Off 
SecFilterScanPOST Off

3. Upload the file to your helpdesk folder
4. rename the file on the server from "htaccess.txt" to ".htaccess" (note the dot before the name and no file extension at the end)

See if that helps.

[ugogo.info]

Hi Klemens

Thanks, I did that.

When I tried to access the home page at http://www.ugogo.info/helpdesk, I got this error message:

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, webmaster@ugogo.info and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.
Apache/2.2.11 (Unix) mod_ssl/2.2.11 OpenSSL/0.9.8i DAV/2 mod_auth_passthrough/2.1 mod_bwlimited/1.4 FrontPage/5.0.2.2635 Server at www.ugogo.info Port 80

So I removed it.

I would really appreciate any other suggestions - thanks.

Christine[/quote]

[Klemen]

OK, let's try something else. Because it happens only sometimes it's possible some security feature on your server (like a software firewall or mod_security) is blocking requests that have too long PHP variables.

Try opening the hesk_javascript.js file in Notepad and changing

Code: Select all

m.substr(0,1900)

to

Code: Select all

m.substr(0,400)

That should limit the variable to max 400 chars (less than most filters I had seen allow). Save changes, upload to the server, clear browser cache, close all browser windows then see if you can reproduce the error.

If it still doesn't work you can disable suggesting KB articles in the settings and the tickets will be posted normally. I will see if I can come with a work-around for the next version.

[ugogo.info]

Hi Klemen

Thank you so much, I decided to rather just disable the option to suggest articles in the settings.

I don't want to fiddle around with filters that might be there to keep the site safe; I don't have enough knowledge about the security ramifications of altering those numbers.

I did not realize or twig on that having that on would affect tickets, so was thrilled to be able to just switch it off.

This is the best ticket software I have ever used; I recommend it all the time to my clients, and this is the second time I am using it for a business I am personally involved with.

I was nervous about the support but over the years i have found that you always responded to your emails. now that I found your forum, and am even more grateful.

I'm not sure if you know what an important part of business having your support ticket and knowledge base is for us. its forms the base of 99% of our communication with our clients.

All the best
Christine

[Klemen]

Glad to hear it helps.

By the way, if you edited that you wouldn't be fiddling about with filters but just changing some Hesk settings.

[ugogo.info]

Aah. Whew. Shows you how new I am at all this.

Ok, well it works well as it is, so since it ain't broke, I won't change it. Luckily for this business we make our own articles and don't really need the public to suggest any. If that changes, I'll either have your new version or will remember to check this post. got it saved.