Helpdesk Portal Tickets Not Creating

dgrimm · 2018-09-18T20:51:17.000Z

We have a problem where users enter a ticket via the portal and the ticket never gets created. We have an on-prem install on Server 2016. Version 7.5.00107. We authenticate via Email(no password). The issue is happening more and more frequently. Emailed tickets or admin created tickets seem to be working fine.

The user enters a ticket and the form clears. They think the ticket went through and we’re none the wiser.

This is very similar to these issues.

Tickets *sometimes* not being created through ticket portal - On-Prem Spiceworks Support

Our users typically create tickets by accessing our Help Desk portal. Recently however we have been getting reports from multiple users that tickets created through the portal do not always get created (I.e. they never get an automated response and IT is none the wiser). They have started emailing our ticketing email address directly which works fine every single time. We would always use this method but we have multiple departments and emailing directly does not allow users to change the depart…

Tickets not being logged in Spiceworks Helpdesk on first attempt. Spiceworks Support

Hi Spicworks. Many of my users have reported to me that when they go to submit a ticket in the portal that on first attempt the ticket is not being logged. When they click on submit button all the fields are cleared so it looks like a the ticket has been logged as no warning is give. The user only notices the ticket has not been logged as it does not show in their open tickets. So my users have to submit the ticket again and it will work on the second attempt but in some case it does not. At fi…

Seems like the DEV team has known about it for over a year and a half but has done nothing. I understand this is a free product but this seems to defeat the point of Spiceworks Helpdesk. Others have suggested refreshing or clearing cookies before entering a ticket but that is just not practical. Is there a solution coming down the pipeline? If not, we may have to switch. Any help or suggestions would be appreciated!

Thank you.

rhiaknowles · 2018-09-19T07:01:34.000Z

Thats because they are working on a new version rather then patching obsolete code.

https://community.spiceworks.com/beta https://community.spiceworks.com/beta/inventory-8-0

jonm · 2018-09-19T10:23:42.000Z

If this is actually caused by the bug raised from those older topics, I know the developers aren’t working on a fix right now.

Actually, the developers are focused on the Cloud Inventory and Cloud Help Desk products per this post from last month: State of Desktop app v8.0

We can dig into the issue, though, and see if it’s not caused by something else! How long has this been happening? Did it only start after the move to Server 2016?