404 error when posting specific canned response

[George]

Hello, Klemen and PHP Junkyards friends - hope you're well.

I absolutely love Hesk.

But I have an odd issue today.

I reply to all tickets as usual, and everything works great.

But there's a specific reply I cannot post. I always get a 404 error when I try to post that reply. I see the page admin_reply_ticket.php in my browser.

I have tried everything to see if part of the answer is to blame.

I type the answer a few sentences at a time, and they all go through.

I even tried posting much longer answers (with different text), and they go through. So text length isn't an issue either.

I have been posting this (canned) response for more than 6 months with no issue.

But today it won't go through.

I'd rather not post it in the open, but I can PM it to someone if they want.

Thanks in advance.

George

PS. Again, I love Hesk - it's a life saver!

[Klemen]

If other replies work then the request is most likely being blocked by a mod_security rule being triggered on the server (the 404 error is there probably because there is no document to show the 403 error).

I would contact your host and ask them to check the mod security audit log and confirm this.

You are also welcome to send me the reply in a private message and/or try if you can post that exact text in the Hesk demo help desk.

[George]

Hi, Klemen,

The issue has been resolved.

There was indeed a mod_security rule that disallowed much longer replies (I was positive I had posted even longer replies successfully, but oh well).

The solution was to:

a) Modify the rule to allow for much longer replies

b) White-list admin_reply_ticket.php

This thread can close.

Thanks for the fast support, as always!

George