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Hi there
(I'm reposting this here because the Answers section had produced nothing after a month.)
The Helpdesk form-channel allows an anonymous user to submit a ticket and interact via email. This is good and is as expected.
If the user clicks the 'Respond or View Status' link in any of the notification emails, they are taken to the helpdesk module on the website... On the site, the user is not able to respond to the ticket as there is no reply form. This seemingly makes the link pointless. Do I need to allow editing by anonymous in the module permissions to make this work properly?
In addition, there is a security problem: As an anonymous user, I can change the ticket number in the URL and view other tickets. This should really be replaced with special or encrypted URL that is not so simple to hack.
Regards Rob
Since I didn't renew due to bugs, I'm unable to send a ticket for this module.
The question I really want to know is if the module can be used anonymously or whether it needs to be protected behind a password.
Since it automatically generates tickets from anonymous submissions from the form channel and sms, I thought it was designed to be used anonymously.
Anonymous users can open ticket by submitting the form and they will recieve replies/notifications on their email address.
This is a configuration issue. Please open a support ticket and we'll assist. An anonymous user cannot view tickets of another user.
Hi Mandeep
I didn't renew because of bugs and so I can't submit a ticket for this module.
The question I really need to know is simply this - Is the module meant to be able to be used anonymously, or does it have to be secured behind a login?
I have assumed it is meant to be able to be used anonymously, because it automatically creates tickets from anonymous submissions from the form channel and sms etc.
I've looked at everything again and it seems clear that it is meant to be used anonymously.
However, I'm trying to test it again but the scheduler keep failing with an error
TYPE:Mandeeps.DNN.Modules.LiveHelpdesk.Components.Scheduler,Mandeeps.DNN.Modules.LiveHelpdesk
EXCEPTION:String was not recognized as a valid DateTime.
Please open a support ticket regarding your concern through https://www.mandeeps.com/support/standard
I'm giving up on this.
I haven't got a current license and so I can't create a support ticket.
I didn't get a new licence because of all the bugs and behaviours I couldn't resolve.
I tried uninstalling and reinstalling the module today, but now it no longer opens at all.
The console reports ...../DesktopModules/LiveHelpdesk/API/ui/render?identifier=issues_issues&v=637492104754400000 [HTTP/2 404 Not Found 919ms]
As the licence manager also doesn't show up on the page, I'm assuming it's to do with licensing. Is it the case that I cannot remove and reinstall the module without buying a new license? I had an enterprise licence for this for version 2.x
Is there any way to get this working or is it now dead?
Rob
Rob you can always request support for a trial version using our "Pre-Sales" form at https://www.mandeeps.com/company/contact
Be sure to include the URL of your site along with relevant credentials. Thanks
Thanks Mandeep, I'll do that now.
It is by design that if you click on 'Respond or View Status' link in the notification email, then you will be redirected to the helpdesk module on the website. And you have to login to see your ticket or reply the ticket.
You can also give reply on ticket by simply replying that notification email.
Thanks for suggesting this feature. Please add this to our Community Ideas
"You can also give reply on ticket by simply replying that notification email."
Yes, I'm aware of this. But the point is that the form channel and also the other channels e.g. SMS, automatically create new tickets, which are of course anonymous.
If a ticket is started in this way then there is no account for the user to log into when they click the link to reply.
Is the user meant to be able to reply anonymously via the link in the notification that leads to the module interface, or is the module meant to be secured behind a login at all times?