Problems using GetTicketURL

Question asked by Judy Nethercutt - 10/30/2015 at 11:46 AM

Unanswered

Smartertrack 10.1

The GetTicketURL endpoint returns a link that you’re supposed to be able to use to view the ticket on the smartertrack site. I’ve been trying to test the URL it returns, but when I use it in the browser, it says it needs the email attached to the ticket even though its clearly visible in the URL parameters.

We need Users who are not agents to be able to see ticket contents without having to log in to the Smartertrack system. But it’s not allowing me to view the ticket to test whether an unauthenticated user would be able to access it. Here is an example of the link returned to us by the GetTicketURL:

When clicking on the link, the portal appears with a message at the top that reads: "Please provide email address associated with this ticket in order to continue".

Can anyone provide details on how to use GetTicketURL for unregistered users?

6 Replies

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User Replied

11/2/2015 at 8:34 AM

Hello,
Your URL seems to have a little HTML Encoding with the & I looked at the code and see no evidence of html encoding besides the urlencoding for the email address Anyways, try removing both the amp; from the url

Judy Nethercutt Replied

11/2/2015 at 9:07 AM

I stripped the & out of the URL but the result is the same.

http://customersupport.wehcovideo.com/Main/frmTicket.aspx?ticketnumber=0D7-1DC63A22-010A&email=ooates@wehco.com&h=52AF617D4DA5A2AE458B37C6DE4B9B5A

"Please provide email address associated with this ticket in order to continue".

Then, when I log in to the portal and re-paste that exact URL, it works.

Wondering if this web service is intended to ever only work for authenticated users only?

User Replied

11/2/2015 at 11:56 AM

leave the %40 instead of the @ ? I'll take a look at the code too.

Judy Nethercutt Replied

11/2/2015 at 12:30 PM

Thanks for your follow up.

I pasted this URL:

http://customersupport.wehcovideo.com/Main/frmTicket.aspx?ticketnumber=0D7-1DC63A22-010A&email=ooates%40wehco.com&h=52AF617D4DA5A2AE458B37C6DE4B9B5A

And get this in a red message at the top of the page - Please log in to view all tickets associated with your account.

User Replied

11/2/2015 at 12:43 PM

Check to make sure the user is allowed to see the ticket Go to Settings->Tickets->View Ticket Requires and ensure that its set to everyone. else they will need to be logged in to view the ticket.

Judy Nethercutt Replied

11/2/2015 at 1:26 PM

OK thanks. Our system is set to Registered Users; will have to think about the ramifications of making that change. Thank you!

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