Duplicate Tracking IDs

[guest]

Script URL: private
Version of script: 0.93b
Version of PHP: 2.6.1
Hosting company:
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The hesk software is amazing! However I keep getting the same tracking Id's appear on different tickets. I then have to go into the database table and change it manually. Is there any reason for this and any way to fix it?

Many thanks,
Ollie.

[Klemen]

Hi,

Tracking IDs are 10 chars long random codes created from 29 letters and numbers. The chance of genertingf duplicate IDs is very very small. Did you make any changes to the code that generates IDs?

Regards

[Ollie]

Ni I haven't made any changes to the script. This is very strange. any ideas on how to resolve it?

Many thanks.

[Klemen]

Hmm, no idea what could be wrong really as I haven't heard of such problems before with Hesk. If you can give me the URL to your script I can test it myself...

[lhgraphics]

Does anyone know of a way to maybe add on the date to the actual ticket number that automatically gets created with each ticket that gets submitted?

Right now i am having a major problem with the ticket numbers that are automatically being created are using the same letters and numbers as other ticket numbers. When this happens, you have to go into MySQL and physically change the Ticket id to something different in order to even view the ticket.

So example. A ticket that was created yesterday had a ticket id of: 5P347GM3LV. Then another ticket that was created today is given the exact same ticket id. So i can only view the old ticket because of thise duplication problem.

I was thinking that maybe being able to add to the code and add the date of the ticket created to the actaul ticket id would solve this problem (ex: 5P347GM3LV01162006) this way you couldnt have duplicates?

Can someone help me with this problem ASAP? Its getting really frustrating.

[Klemen]

It is highly unlikely to get duplicate IDs, what version of PHP are you running? Make sure it is AT LEAST 4.3!

[webshoot]

The hesk software is amazing! However I keep getting the same tracking Id's appear on different tickets. I then have to go into the database table and change it manually. Is there any reason for this and any way to fix it?

Many thanks,
Ollie.

Wow!

That's exactly the same problem I'm having! I downloaded the script a few days ago and now I have 5 different tickets with exactly the same ID. I looked at the coding and I have no idea why this is happening as it's supposedly creating a random number.

Thanks.
- Geoff.

[Klemen]

I am starting to suspect this must be an issue with PHP or server setup (maybe with the rand() function?), but not sure what. It works fine for all but a very few users.

Can you upload this file and post the link here:
http://www.phpjunkyard.com/extras/phpinfo.zip

[OllieWright]

Hi, I'm still experiencing the same problem. Please see the below data taken from my webserver.

Thanks,
Ollie.

PHP Version 4.3.11

System Linux magma.bpweb.net 2.4.21-37.ELsmp #1 SMP Wed Sep 7 13:28:55 EDT 2005 i686
Build Date Feb 6 2006 22:09:28
Configure Command './configure' '--with-apxs=../apxs' '--with-mysql=/usr' '--with-zlib=/usr' '--enable-ftp' '--with-imap=/usr/local/c-client' '--enable-track-vars' '--with-gd' '--with-jpeg-dir=/usr/local' '--with-pdflib=/usr/local' '--with-curl=/usr' '--enable-bcmath' '--with-freetype-dir=/usr' '--with-xml' '--with-dom' '--with-gettext' '--with-mcrypt' '--with-mhash' '--enable-mbstring=all' '--with-bz2' '--with-openssl' '--with-iconv=/usr/local' '--enable-exif'
Server API Apache
Virtual Directory Support disabled
Configuration File (php.ini) Path /usr/local/lib/php.ini
PHP API 20020918
PHP Extension 20020429
Zend Extension 20021010
Debug Build no
Thread Safety disabled
Registered PHP Streams php, http, ftp, https, ftps, compress.bzip2, compress.zlib

[Klemen]

Hi,

Can you give me the URL to your Hesk and the exact tracking ID you get every time? I will try posting myself to see what I get.

I just checked the code again and I see no reason at all why should IDs be duplicated, possibly browser cache or something?

Also please post the LINK to phpinfo.php file on your server

[OllieWright]

Hi,

the ticket is usually 5P347GM3VG

http://support.yfc.co.uk
http://support.yfc.co.uk/phpinfo.php

thanks,
Ollie.

[OllieWright]

it also could be this ticket 5P347GM3LV. Because I keep having to change them I have no records of the actual ticket number erroring.

thanks,
Ollie.

[Klemen]

First of all be advised that you are not allowed to edit or remove the "Powered by" link without purchasing a Hesk license. Please set the Powered by link to the original one ASAP.

Secondly I just submitted three tickets to your support without any problems and all three have different tracking numbers:

GGDM3JL34Q
HRTVN2PTQL
8UM8BRD531

The problem could be your browser, try:

1. clearing browser cache (cookies and temporary internet files)
2. try with an alternate browser (Firefox if you use IE)
3. try from a different PC

Regards

[webshoot]

Yes it's strange.

My duplicate tickets are always:
888R8888QQ

I've sorta solved the problem by appending the hrs/mins/secs to the end of the ID to ensure uniqueness, so my tickets end up like this:

888R8888QQ194713

.. which is fine now but I don't see why the rand isn't working on some.

- Geoff

[OllieWright]

The cache would make no difference, it happens on several machines using several browsers and is totally sparadic and random. some times it works, some times not!

Geoff, is there any chance I can have the scripting for your work-around?

many thanks,
Ollie.