Submit ticket gives http 403 forbidden

[Maarten]

Script URL: help.geodesk.nl
Version of script: 2.4
Hosting company: GeoDesk, Wageningen UR
URL of phpinfo.php:
URL of session_test.php:
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Write your message below:
We have used the hesk-software for a few years without real problems, but since some weeks there are some problems from time to time while submitting a ticket as a customer. (As staff we seem always to be able to submit tickets).
Sometimes, if a customer submits a ticket, he gets a http 403 message.
In the Apache logging we see the following after two times submitting a ticket does not work:

[Mon Feb 16 13:38:28 2015] [error] [client 10.75.13.152] PHP Notice: Undefined index: remember_user in E:\\www\\helpdesk\\admin\\index.php on line 197, referer: http://help.geodesk.nl/admin/index.php? ... n_main.php
[Mon Feb 16 13:38:28 2015] [error] [client 10.75.13.152] PHP Stack trace:, referer: http://help.geodesk.nl/admin/index.php? ... n_main.php
[Mon Feb 16 13:38:28 2015] [error] [client 10.75.13.152] PHP 1. {main}() E:\\www\\helpdesk\\admin\\index.php:0, referer: http://help.geodesk.nl/admin/index.php? ... n_main.php
[Mon Feb 16 13:38:28 2015] [error] [client 10.75.13.152] PHP 2. do_login() E:\\www\\helpdesk\\admin\\index.php:53, referer: http://help.geodesk.nl/admin/index.php? ... n_main.php

and

[Mon Feb 16 13:39:35 2015] [error] [client 10.75.8.160] PHP Notice: Undefined index: remember_user in E:\\www\\helpdesk\\admin\\index.php on line 197, referer: http://help.geodesk.nl/admin/
[Mon Feb 16 13:39:35 2015] [error] [client 10.75.8.160] PHP Stack trace:, referer: http://help.geodesk.nl/admin/
[Mon Feb 16 13:39:35 2015] [error] [client 10.75.8.160] PHP 1. {main}() E:\\www\\helpdesk\\admin\\index.php:0, referer: http://help.geodesk.nl/admin/
[Mon Feb 16 13:39:35 2015] [error] [client 10.75.8.160] PHP 2. do_login() E:\\www\\helpdesk\\admin\\index.php:53, referer: http://help.geodesk.nl/admin/

Does someone know what is going on here and if there is a solution?

Kind regards,
Maarten.

[Klemen]

These errors are just a debug information of a PHP notice from the admin side and have nothing to do with submitting tickets. The errors related to customer side will probably reference "submit_ticket.php" file.

You are running an old version of HESK so upgrading to the latest version might help, but this is probably a problem with permissions or security (mod_security blocking maybe?)

[jmoleano]

I know this post his old but as this issue still occurs in the last version I'm going to post my solution.
In my case it was ModSecurity rules 941100 - XSS Attack Detected via libinjection and 949110 - Inbound Anomaly Score Exceeded (Total Score: %{TX.ANOMALY_SCORE})

After disabling this rules everything worked ok.

For me was this solved the HESK 403 error

[Klemen]

Hi and thanks for sharing your solution!

ModSecurity is greater but the rules can indeed cause headaches sometimes

[jmronet]

I know this post his old but as this issue still occurs in the last version I'm going to post my solution.
In my case it was ModSecurity rules 941100 - XSS Attack Detected via libinjection and 949110 - Inbound Anomaly Score Exceeded (Total Score: %{TX.ANOMALY_SCORE})
After disabling this rules everything worked ok.
For me was this solved the HESK 403 error

Hello,

Thank you for your input.

With the same problem, worked out:

Cpanel / WHM, installed the plugin:
ConfigServer ModSecurity Control (free add-on)
https://configserver.com/configserver-m ... y-control/

Disable mod_security rule:
941100
941160 (also blocking admin_reply_ticket.php reply function)
for just the domain with HESK and not globally.

Hope this help,
jmro