Duplicate Tracking IDs

[OllieWright]

just got another duplicate for your information...
5P347GM3LV

[OllieWright]

and again... 5P347GM3LV

[OllieWright]

and this one: P347GM3LVR

[webshoot]

Ollie,

This is what I changed the coding to in "submit_ticket.php". Just open that file and paste everything between

/* Generate tracking ID */ and /* Add to database */

Save the file first of course in case it gets screwed up.

Code: Select all

/* Generate tracking ID */
$trackingID='';
for ($i=1;$i<=10;$i++) {
$tmp = substr('AEUYBDGHJLMNPQRSTVWXZ12345678', rand(1,29), 1);
$trackingID .= $tmp;
}
$trackingID= $trackingID .= date('His');
$trackingURL=$hesk_settings['hesk_url'].'/ticket.php?track='.$trackingID;

/* Add to database */

[OllieWright]

Thanks, that seems to be doing the trick...still very weird though!
Ollie.

[rwoody]

I noticed these were very old posts, but we have the latest version installed and about twice a month this happens to us and I have to go into the db and change the last character of the ID to be able to view the latest ticket that a user has submitted.

I've really not looked at your code to make any changes what so ever - what do you suggest I add to the code to lessen the likely hood of duplicate tickets. I even archived all old tickets from the previous year hoping this would solve the problem, but to no avail. Just this am I had a duplicate pop up. The issue is random and may not happen for a few weeks and then it happens again. This creates a problem for my Jr. techs as they don't have access to make changes to our databases for obvious reasons - so until I'm available a ticket goes unanswered until I fix it so it can be viewed.

Any suggestions would really be appreciated.

Thanks in advance.

[Klemen]

What version of HESK are you using?

If it's an old version I would recommend upgrading to the latest version. Since these reports the code has been updated to check for duplicate ticket IDs and tries to generate a new one if a duplicate one is found.