All links are pointing to the SAME ticket

[vinman57]

Script URL: www.pianowizardacademy.com/helpdesk
Version of script: 2,73
Hosting company: hostgator
http://pianowizardacademy.com/phpinfo.php
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Every time a customer responds to the link to view their ticket, ALL customers are going to the same ticket...a ticket that doesn't belong to them. Getting a lot of complaints.

When i reply to a customer, that reply goes to the SAME TICKET again (wrong customer), and then that customer emails me and tells me my response doesn't belong to him.

(both sides, landing on the same ticket about not having a dvd drive)

I even DELETED the ticket and people are STILL landing on the ticket

Please submit a ticket at http://pianowizardacademy.com/helpdesk/index.php?a=add and then click the link in the email to see what I mean.

Right after you submit the ticket, click view your ticket. You will see ticket WU9-M4G-L3ZM.

This just started happening for no apparent reason yesterday and we don't know how to resolve this.

[Klemen]

I submitted a test ticket and it seems to work fine. Were you able to resolve the issue?

Note that the link to the ticket was https://u2195935.ct.sendgrid.net/wf/click ... and not http://pianowizardacademy.com/helpdesk/ticket.php ...

You probably have some files modified? Upload original Hesk files and try again. Also, disable any code cache for your helpdesk folder if you have any on enabled the server.

[vinman57]

Klemen

I see your ticket worked. When I submit a ticket, it doesn't work, keeps going to the same ticket about no dvd drive (which i deleted). And my customers also have the issue. No files have been modified for at least a year, and the only edited files are the header and footer text.

Try again, select affiliates category for example.

This is what I see: (yes a long link because of sendgrid, but I also switched to php mail for testing and it was the same issue)

https://u2195935.ct.sendgrid.net/wf/cli ... scmw-3D-3D

[Klemen]

When I click your link it takes me to ticket DYG-6YT-55VV, that should be correct?

[vinman57]

Can you clarify what this means

"disable any code cache for your helpdesk folder if you have any on enabled the server."

How do I do that?

[Klemen]

Did a test ticket to your affiliates category, worked fine:
https://www.phpjunkyard.com/extras/forum/1.jpg
https://www.phpjunkyard.com/extras/forum/2.jpg
https://www.phpjunkyard.com/extras/forum/3.jpg

I don't see any opcode cache in your phpinfo file; if your hosting company is running any php code caching ask them to disable it for your helpdesk folder (it's probably not the issue though as it works fine for me).

[Klemen]

I would also search all HESK source files for WU9-M4G-L3ZM to see if it is hard-coded somewhere with a modification.

[vinman57]

I reuploaded all the files and overwrote them.

The only modified or edited files are
header.txt footer.txt, and the emails.

Still happening. Don't know what to do at this point.

[vinman57]

Try it in Google Chrome please. It is working in Firefox, not Chrome

[Klemen]

Ha, something on your server (and it's not HESK) is matching and redirecting links for Chrome. Even an empty ticket ID gets redirected:
http://pianowizardacademy.com/helpdesk/ ... php?track=

https works fine though:
https://pianowizardacademy.com/helpdesk ... 8-Y8X-2S6P

Probably a mod rewrite rule in a .htaccess somewhere (located either in your main folder or Hesk folder)?

[vinman57]

Strange. I have no such rules in htaccess...other than wordpress being in root directory, but that never interfered before.

Do you know offhand how I can force https in the /helpdesk folder only?

I appreciate it.

[vinman57]

Hmm, this might have done the trick adding to hesk desk htaccess

RewriteEngine On
RewriteCond %{SERVER_PORT} 80
RewriteCond %{REQUEST_URI} yourfolder
RewriteRule ^(.*)$ https://www.yourdomain.com/yourfolder/$1 [R,L]

Testing now, so far so good.

[Klemen]

You should also:
1. open admin panel in https
2. go to settings
3. in general tab make sure Help desk URL has https
4. in help desk tab under security check "Force SSL connections"
5. save settings

This way Hesk will generate and use https links.

I would still talk to the host though to find out what is happening; either redirects or some cache is being served.