frmTicket.aspx Is Broken ...

Problem reported by Ben Santiardo - 5/16/2018 at 5:20 AM

Not A Problem

After upgrading from v12.x to v13.x, we found another broken feature. We partially integrate with our own internal website, specifically calling the frmTicket.aspx file with query string parameters to open a pre-filled ticket. Previously, this worked perfectly. After the update, it simply opens up the helpdesk to the ticket list window. It does not open up a new ticket like it is supposed to.

Surprisingly, the frmCallLog.aspx file still works as it did previously.

Help!

____________________________________

Ben Santiardo, Senior Programmer Analyst

Eastern Suffolk BOCES

6 Replies

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Andrew Barker Replied

5/16/2018 at 7:09 AM

Employee Post

Are you linking to /Main/frmTicket.aspx or /Management/Tickets/frmTicket.aspx? What query string parameters are you using?

Andrew Barker Software Developer SmarterTools Inc. www.smartertools.com

Ben Santiardo Replied

5/16/2018 at 8:06 AM

Management/Tickets/frmTicket.aspx?popup=true&reply=true&groupid=[GROUPID]&agentid=[AGENTID]&EmailTo=[EMAIL]

The bracketed items are variables that are replaced with the correct values.

____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES

Andrew Barker Replied

5/16/2018 at 9:55 AM

Employee Post

I have been unable to replicate this issue, except for in cases where the agent is prompted to log in when attempting to go to the pre-filled ticket. If this does not match what you are experiencing, I suggest that you submit a support ticket for more help.

Andrew Barker Software Developer SmarterTools Inc. www.smartertools.com

Ben Santiardo Replied

5/16/2018 at 10:45 AM

I would hate to waste a ticket unnecessarily. I don't even know how many support tickets we have. Before I go that route, can you review this recording, I want to make sure we are on the same page and that what you tested on your end is the same thing I am doing here.

https://www.screencast.com/t/VFq1yE4VG

____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES

Andrew Barker Replied

5/16/2018 at 1:27 PM

Employee Post

I had a slightly different experience with my earlier testing from what your video showed. When reviewing your video, I noticed that the frmTickets.aspx URL you entered was using HTTP, but when you landed on root.aspx it was using HTTPS. This led me to run a test with "Force all traffic over HTTPS" enabled, where I was able to reproduce the effect shown in your video exactly. If you modify the frmTicket.aspx URL to use HTTPS, or disable "Force all traffic over HTTPS," your issue should be resolved.

Andrew Barker Software Developer SmarterTools Inc. www.smartertools.com

Ben Santiardo Replied

5/17/2018 at 4:57 AM

Thank you! That fixed it! Odd that a simple redirect would break the logic that worked previously to the update. Thanks again!

____________________________________ Ben Santiardo, Senior Programmer Analyst Eastern Suffolk BOCES

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