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Script URL: help.geodesk.nl
Version of script: 2.4
Hosting company: GeoDesk, Wageningen UR
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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.

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?)

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

Hi and thanks for sharing your solution!

ModSecurity is greater but the rules can indeed cause headaches sometimes

jmoleano wrote: Tue Feb 09, 2021 5:40 pm 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