Articles in private knowledgebase categories get suggested when users try to open a ticket

[George]

Hello, hope you're well!

First of all, I love Hesk.

Some knowledgebase categories are private and do not appear when someone clicks 'View Entire Knowledgebase.' However, I have enabled the option to suggest related knowledgebase entries based on the title or message when a new ticket is opened. The issue is that articles from private categories are also being suggested.

Info:

https://helpcenterhq.com/phpinfo.php

https://helpcenterhq.com/session_test.php

ChatGPT suggested these modifications to suggest-articles.php:

✔ Exclude private articles by ensuring t1.type = '0' (only public articles).
✔ Exclude private categories by ensuring t2.type = '0' (only public categories).

The mods were applied, but the issue persists.

Is this normal Hesk behavior? That seems unlikely, given how brilliant this script is. But if it is, let me know, and I'll see how I can address it.

Thank you!

George

[Klemen]

Hi George,

This should not happen, no.

Can you give me access to your help desk (in private) to test this specific case?