Direct link does not work

[fab]

Hello
in mail sent to the customer, after they create a ticket by mail, the link to "To read the message, submit a reply and view details, please visit:" is not working fine. customer has to provide his mail / ticket ID to access to the ticket.

How can we configure it to let him visit directly the ticket without identifying previously ?

thx. for yoru lights !

[Klemen]

The URLs are designed to automatically open the ticket.

This means either your "Help desk URL" is incorrect or you have PHP session problems.

Can you share the URL of your help desk?

[fab]

sure : https://support.alcanix.net/

maybe this is because the tickets have been opened by email so, no session should have been created here, I presume.

[Klemen]

I submitted a test ticket and the link I received in the email works just fine for me?

Maybe you have some software on your computer that blocks cookies?

P.s.: good job customizing the look of your help desk!

[fab]

(thx )

ok so from the mail you received, you went directly to the ticket, without having to re-enter the ticket id ? this is strange as I do not have anthing installed to block the cookies.

but I'm wondering how can I have cookies if I sent a mail to open ticket ? maybe this is only for the first access then ?

[Klemen]

ok so from the mail you received, you went directly to the ticket, without having to re-enter the ticket id ?

Correct.

but I'm wondering how can I have cookies if I sent a mail to open ticket ? maybe this is only for the first access then ?

A session cookie is set when you visit the URL, before being redirected to "ticket.php" (without the query string). If the session cookie is not present, the "View a ticket" form shows.

Maybe you have browser privacy settings set to very high? Maybe your antivirus is blocking cookies? Have you tried from another computer?

[fab]

yes that's correct. So when you create a ticket via mail, you never opened any session, so you don't have any cookies. So maybe this is why when I clicked on link to view ticket, I have been redirected to the form first.

If you have been able to read the ticket directly from the link, this is probably because you opened the case from the web directly and not via e-mail.

Then is there any way to baypass that ? almost all of my users are used to open ticket via mail. How can we allow them to read ticket directly ?

[Klemen]

You got me wrong - the link from the email works for me whenever I try it, even after a computer reboot or from a private browser window.

[fab]

ok this is strange. for some reason, I have at the end ot link this part : &Refresh=19955

it seems that if I remove it from url, I have direct access to ticket.

but because of it, I have to pass first on /ticket.php with form before having access on ticket. Any idea about it ?

[Klemen]

Refresh is there just to force refresh the page in the browser, it's not actually used by the PHP and can be safely removed.

However, that's not the cause of your problems. Have you tried from a different computer, as suggested?