PHPJunkyard support forum

Posted: **Thu May 06, 2021 12:59 pm**

Version of script: 3.2.2
Hosting company: OnPrem
What terms did you try when SEARCHING for a solution: forgot ticket id

Write your message below:

If a user uses the "forgot ticket-id" and select to only get open ticket (the default option), then HESK says that the user have no open ticket, even when they have.

The open tickets they have are a custom status so i guess the function does not include custom status ones. Is there a way to include those?

Posted: **Fri May 07, 2021 4:13 pm**

You are correct, thank you for reporting this.

Can you confirm this file fixes it for you? Upload index.php over your original index.php in the main help desk folder (NOT inside "admin" folder):
https://hesk.com/extras/hesk3/hesk322_remind_status.zip

Posted: **Tue May 11, 2021 1:48 pm**

Thanks, the updated index.php solved the problem.

One thing more, there is no clickable links on the tickets URLs in Outlook, but if you use the same solutions as in the email templates with an space after the link it also works. That require this small change in the index.php file.

Code: Select all

--- index.old   2021-05-11 15:42:42.470640166 +0200
+++ index.php   2021-05-11 15:43:11.490413854 +0200
@@ -451,7 +451,7 @@
 $hesklang[trackID]: "  . $my_ticket['trackid'] . "
 $hesklang[subject]: "  . hesk_msgToPlain($my_ticket['subject'], 1, 0) . "
 $hesklang[status]: "   . hesk_get_status_name($my_ticket['status']) . "
-$hesk_settings[hesk_url]/ticket.php?track={$my_ticket['trackid']}{$email_param}
+$hesk_settings[hesk_url]/ticket.php?track={$my_ticket['trackid']}{$email_param} " . "
 ";
        }

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