Ticket Status link in WHMCS

[Papak]

Hello,

Kayako have in template for email_autoresponder after submitting new ticket following code for ticket status link:

<{if $iswhmcs == false}><{$swiftpath}>index.php<{else}><{$_swiftpat h}>viewticket.php<{/if}>?_m=tickets&_a=viewticket&ticketid=<{$ticket[ticketid]}>

and in customers email show something:

https://www.domain.com/whmcs/viewticket.php?_m=tickets&_a=viewticket&ticketid=4 9

but this doesn't work and customers see only error message about no rights to see the ticket.

In Kayako standalone this link (Kayako version) works fine. Is this intentionally not working in WHMCS or bad implemented from Kayako?

We searched this forums and Kayako forums but nothing found.

Any help would be appreciated.

Best regards,
Mike

[John Haugeland]

It would be appropriate to open a support ticket about this. This is likely a misconfiguration, rather than a bug.

[Papak]

I allredy asked support by another problem with virwing tickets in WHMCS and received this:

"Well, in that case, its recommended that you edit the email_autoresponder template with the links you want to send to your clients.

Let us know if there is anything else.

Regards,

Jasvinder Singh"

I don't know what I need to edit in email_autoresponder template because Kayako create this link automatically and template is provided from kayako without changes from us. I tried a few variations but no one works.


Any help would be appreciated.

Best regards,
Mike

[Jamie Edwards]

Hi Mike,

Can you post your ticket ID here?

[Papak]

Hello Jamie,

First ticket was adout another problem. No ticket viewed: WZA-427496

I opened yesterday net ticket with this questions:VXS-231115

Best regards,
Mike

[craigbrass]

You must manually edit the autoresponder email template for WHMCS / ModernBill if you want them to be linked into the WHMCS / ModernBill installation.

I touch on this subject at Sorting the URLs in E-Mails - Craig Brass Systems Forum for our Integration API. Basically, you need to look at the URL for WHMCS, find out where the ID of the ticket is in the URL and replace with <{$ticket[ticketid]}>

[Papak]

> Basically, you need to look at the URL for WHMCS, find out where the ID of the ticket > is in the URL and replace with <{$ticket[ticketid]}>

URL is correct and same as in WHMCS but is not working. It's not the problem finding correct URL but the error message accessing URL.


Mike

[craigbrass]

Oh right. Could you screenshot the error? Also, does the error happen if you login to WHMCS then go to the URL?

[Papak]

Only if customer click on URL in email without login. If loged isn't any problem with viewing tickets.

Best regards,
Mike

[craigbrass]

Contact WHMCS. For some reason, their software isn't forcing login when you are not logged in.

[Papak]

Yeah, and by WHMCS says contact Kayako.

Best regards,
Miomir

[craigbrass]

It is an error in WHMCS code. WHMCS should NOT be contacting Kayako's code until it has confirmed the user is logged in.