Email piping generates notifications but says the ticket ID does not exist

[Withindale]

Script URL: www.codeway.biz/teamsupport
Version of script: 3.1.2
Hosting company: TMD Hosting
URL of phpinfo.php: ?
URL of session_test.php: ?
What terms did you try when SEARCHING for a solution: piping

Write your message below:

Hello

TMD Hosting transferred our account from one server to another recently. Hesk is working correctly as before except for email piping. After sending an email Hesk displays the acknowledgement screen and sends out staff notifications. However, when you click on the link in a notification, Hesk reports the ticket ID does not exist and so does an ID search.

I do not know where to look for the source of this problem.

I'd appreciate any pointers.

Ian

[Klemen]

I submitted a test ticket (5MM-PV5-J56T) and the link works fine for me?

Is something blocking cookies on your computer?

Also, Hesk URL in your settings is set to https://codeway.biz/teamsupport so you should submit tickets from the same (secure, without www) URL to make sure browsers handle cookies correctly.

[Withindale]

Thank you for testing the link and confirming that our Hesk installation is working.

Our problem is with email piping. cPanel forwards emails addressed to "team" @ "codeway.biz" to: |/home/codewayb/public_html/teamsupport/inc/mail/hesk_pipe.php

Forwarding works in that Hesk sends a notification to the from address and staff. For example I sent an email, subject "Email piping" and received a notification "[#GBN-LBZ-YZQB] New request: Email piping".

When I click on the link in that notification Hesk responds "Error: Request not found! Please make sure you have entered the correct tracking ID!" The search contains the ID GBN-LBZ-YZQB. This ID is not in the MySQL database.

I set up email piping successfully when TMD were hosting our account in Chicago. The problem appeared after TMD moved it to London when one of our apps asked for a later version of MySQL (current details below).

We have not changed any cookie settings. But maybe there is a difference in the database or PHP settings in London. Or something. If there is anything we need to check we can ask TMD.

I realise this may be beyond the scope of this forum, but we have now purchased a HESK Website License.

CURRENT
Database server
Server: Localhost via UNIX socket
Server type: MariaDB
Server connection: SSL is not being used Documentation
Server version: 10.2.33-MariaDB-cll-lve - MariaDB Server
Protocol version: 10
User: codewayb@localhost
Server charset: UTF-8 Unicode (utf8)

Web server
cpsrvd 11.90.0.14
Database client version: libmysql - 5.6.43
PHP extension: mysqliDocumentation curlDocumentation mbstringDocumentation
PHP version: 7.3.6

PREVIOUS
Database server
Server: Localhost via UNIX socket
Server type: MariaDB
Server connection: SSL is not being used Documentation
Server version: 10.1.41-MariaDB - MariaDB Server
Protocol version: 10
User: codewayb@localhost
Server charset: UTF-8 Unicode (utf8)

Web server
cpsrvd 11.90.0.14
Database client version: libmysql - 5.6.43
PHP extension: mysqliDocumentation curlDocumentation mbstringDocumentation
PHP version: 7.3.6

[Klemen]

Sorry, missed the "email piping" part in your description.

Just sent you an email asking for details.