Bagaimana Menghindari Isi Tiket Duplikat di Sistem osTicket

Komentar

1. Polprav mengatakan:
   Friday, 16 October 2009 pada 19:12:48

   Hello from Russia!
   Can I quote a post in your blog with the link to you?

   Reply
2. Sridhar mengatakan:
   Friday, 23 October 2009 pada 10:03:06

   Hello,
   I have the following problems in OS Ticket. Can you help?
   1. For new message alerts we are unable to reply from email client. If replied it creates a new ticket.
   2. No Alerts are received to the admin when the staff replies to it.
   3. Attachments are not reaching the client by email but able to access the attachments in the tickets web interface.

   Thanks,
   Sridhar,India

   Reply
3. Masino Sinaga mengatakan:
   Friday, 23 October 2009 pada 17:35:01

   @Sridhar
   Hi,

   1. Sorry, I never reply a ticket via email. I always reply a ticket via web.
   2. Make sure you have already set regarding this via admin panel -> Settings -> Preferences.
   3. This answer also related to my answer number 1 above.

   You’re welcome.

   Reply
4. john mengatakan:
   Tuesday, 29 December 2009 pada 08:23:08

   this doesn’t work in RC5. i get the data already exists but it still creates the ticket

   Reply
5. Masino Sinaga mengatakan:
   Wednesday, 30 December 2009 pada 08:26:09

   @john

   I have tested it and everything worked fine here.

   Reply
6. Francois mengatakan:
   Wednesday, 13 January 2010 pada 05:37:27

   Hi Masino,

   This doesn’t work for me as well in rc 5.
   You can reload as much as you want or (thanks) until you hit the limit of your “Limiting Tickets Sent by Same Email Within The Last N Days in osTicket” MOD.

   I made a small test and after (your code in your MOD) :

     $res1=db_query($sql1);
     $res2=db_query($sql2);

   I added :

   echo "var sql1 = ";
   echo $sql1;
   echo "-- var sql2 = ";
   echo $sql2;
   echo "-- var res1 = ";
   echo $res1;
   echo "-- var res2 = ";
   echo $res2;
   echo "-- db_num_rows($res1) = ";
   echo (db_num_rows($res1));
   echo "-- db_num_rows($res2) = ";
   echo (db_num_rows($res2));
   echo "-- $res1 && db_num_rows($res1) = ";
   echo ($res1 && db_num_rows($res1));
   echo "-- $res2 && db_num_rows($res2) = ";
   echo ($res2 && db_num_rows($res2));
   echo "-- Result of if statement below = ";
   echo ($res1 && db_num_rows($res1)) && ($res2 && db_num_rows($res2));

   On my install, the result is (inserting a line break before “– “) :
   var sql1 = SELECT email FROM ost_ticket WHERE email=’email@mydomain.fr’ AND name=’Test’ AND subject=’reload5′ AND phone=” AND ip_address=’01.23.45.67′ AND source=’Web’
   – var sql2 = SELECT ticket_id FROM ost_ticket_message WHERE message=’v5′
   – var res1 = Resource id #30
   – var res2 = Resource id #31
   – db_num_rows(Resource id #30) = 0
   – db_num_rows(Resource id #31) = 4
   – Resource id #30 && db_num_rows(Resource id #30) =
   – Resource id #31 && db_num_rows(Resource id #31) = 1
   – Result of if statement below =

   I did the test many times and it reloads the same subject && message into the DB with different ticket numbers.

   Hope it helps to find out what’s going on.
   Sorry I don’t know much about php.
   May be using another approach by having a checksum field in the table, concatenating ip+email+subject+message(255 chars or less) and make a (md5) checksum of it as res1, checking the checksum fields in the DB, if the same checksum is found in the DB then error message, else feed the DB with everything and the new checksum ?

   A question : When you test a new MOD, do you start from a fresh OST install or do you test it with all your previous MODs installed ?

   Regards

   Reply
7. Masino Sinaga mengatakan:
   Wednesday, 13 January 2010 pada 09:53:09

   @john

   @Francois

   For those of you who have not succeeded implement this MOD, please try to change this code:

     $sql1='SELECT email FROM '.TICKET_TABLE.' 
            WHERE email='.db_input($var['email']).'
            AND name='.db_input(Format::striptags($var['name'])).'
            AND subject='.db_input(Format::striptags($var['subject'])).'
            AND phone='.db_input(Format::striptags($var['phone'])).'
            AND ip_address='.db_input($ipaddress).'        
            AND source='.db_input($source).'';

   become:

     $sql1='SELECT email FROM '.TICKET_TABLE.' 
            WHERE email='.db_input($var['email']).'
            AND name='.db_input(Format::striptags($var['name'])).'
            AND subject='.db_input(Format::striptags($var['subject'])).'
            AND phone='.db_input(Format::striptags($var['phone'])).'
            AND source='.db_input($source).'';

   Probably, it caused by the dynamic IP Address when your customer/client reload or refresh the “thank you” page, then in the last page reload, the generated IP Address is different with the previous ticket submission. And make sure you test it by reload the “thank you” page without change any data on the form. Let me know the result. Thanks.

   Reply
8. Francois mengatakan:
   Wednesday, 13 January 2010 pada 18:29:14

   Hi Masino,

   Thank you for your answer.
   Still doesn’t work.
   I don’t think the pb lies within dynamic IP Address since one need to reset/reboot the modem or ask to renew IP to get a new dynamic IP.
   In the reload tests I made, IPs used are all logged in tickets and do not change when reloading the thankyou page.

   Ok, I found one problem.
   The 1st problem came here because I installed “How to Make Phone Number Starting With ’0′ Saved in osTicket System v1.6 RC5″.
   So the phone numbers are enclosed with single quote to allow ’0′s.
   That’s why the first SQL ($res1) was always returning 0 rows (… AND phone=” …) instead of : AND phone=”””.

   In this case the fix is to change:

   AND phone='.db_input(Format::striptags($var['phone'])).'

   To:

   AND phone="'.db_input(Format::striptags($var['phone'])).'"

   Now back to the same pb John faces.
   In your if statement don’t we need a “return false” or something like that?
   The error message is catched and then the code keeps on and creates a new ticket with the same data and displays the thankyou page with the error message.

   Regards

   Reply
9. Francois mengatakan:
   Wednesday, 13 January 2010 pada 18:52:59

   Changing:

     if( ($res1 && db_num_rows($res1)) && ($res2 && db_num_rows($res2)) ) {
         $errors['err']="Ces données existent déjà dans la base !";
     }

   To:

     if( ($res1 && db_num_rows($res1)) && ($res2 && db_num_rows($res2)) ) {
         $errors['err']="Ces données existent déjà dans la base !";
         return 0;
     }

   Just add the line “return 0;” in your class.ticket.php (keep your error message!).
   Works on my install.

   Reply
10. Masino Sinaga mengatakan:
    Thursday, 14 January 2010 pada 13:49:09

    Hi Francois,

    Thanks so much for your solution and modification. I have updated the original modification code above. Hopefully this will help to someone else.

    Cheers!

    Reply

Lacakbalik

1. Open Script Solution » How to Avoid Duplicate Message from Client Saved in osTicket v1.6 RC5 says:

   Sunday, 20 September 2009 at 22:01:41

   [...] Go to comments Actually, this modification is similar with another one that I made here: How to Avoid Duplicate Ticket Content in osTicket System. After client post message (reply) to his/her ticket that has been created before, then client [...]

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2. Open Script Solution » How to Avoid Duplicate Ticket Content Saved in HESK v2.1 says:

   Wednesday, 16 December 2009 at 23:51:21

   [...] the ticket, I reload the “thank-you” page. In fact, a new ticket then would be created, the same condition that occured in osTicket, which I have created the modification regarding it to fix the same [...]

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