Issue with duplicate tickets and Mobile Safari

[cnapier]

Script URL: HESK self hosted
Version of script: 3.1.1
Hosting company: TSOHost
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution: Duplicate, safari

Write your message below:

I have noticed several duplicate tickets. The duplicate appears usually after several hours. In all cases the ticket has been submitted via web, not email

My best guess is that the user submits a ticket in safari on iPad and that is all good. Then they go off and do other stuff on the iPad, leaving the tab open. Then they return to the tab and Safari reloads the page and resubmits the form data, causing a second ticket to be generated with identical content.

I have turned on anti-spam question now to see if this can combat it. Can you suggest anything else to prevent a user from multiple accidental submissions?

Thanks!

[Klemen]

That's expected (unfortunately). While Hesk does have duplicate submissions prevention, it relies on session data and when a session expires, nothing prevents a browser from submitting the same data again.

There are two things you can do to fight this:

1. enable anti-spam IMAGE; the question will not do, because it does not require an active session to work

- or -

2. in submit_ticket.php (edit it with a powerful text editor such as Notepadd++ on Windows) change line

Code: Select all

# hesk_token_check();

to

Code: Select all

hesk_token_check();

(uncomment code by removing the # at the start).

This will make Hesk void any requests that come from an expired session. Just make sure your PHP sessions have a large enough expiration time (like 30 minutes) so people don't start complaining the help desk threw an error after they typed in a long ticket.

[cnapier]

Thank you so much for the reply. Only seeing this now!

I really appreciate you taking the time