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Vtiger 5.4 portal url error

Posted on 2014-01-16
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Last Modified: 2014-01-24
When we update our ticket status in vtiger, our users automatically get an e-mail saying their ticket has been updated. In the e-mail they receive they can click on a link that leads them to the portal website. When they click on this link it gives them a "The webpage cannot be found" error. This link used to work in the past, now for some unknown reason it doesn't anymore. The portal itself still works when browsing to it manually.

Some of the things we've noticed:

When clicking on the link we sometimes get https://websiteurl/PORTAL/INDEX.PHP and sometimes https://websiteurl/PORTAL/INDEX.PHP?MODULE=HELPDESK&ACTION=INDEX&TICKETID=1253&FUN=DETAIL in our browser with a "The webpage cannot be found" error" error.

Our webportal url is https://websiteurl/PORTAL/login.php, which works when surfing to it manually.

How can we fix this? Thanks!
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Question by:IT Meetjesland
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by:jausions
jausions earned 2000 total points
ID: 39786795
Is the all CAPS normal, especially for the "INDEX.PHP" part?
Check your web server logs for the call that generates the "not found" response.
Is it a web server "Not found" (HTTP error 404), or an application error (i.e. "module HELPDESK" not found", with a HTTP 200 normal response code)?
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by:IT Meetjesland
ID: 39787955
It's a error 404. We're checking the logs now. Might also want to add to my story that we use  URL rewrite in IIS7 on SBS 2011.

404 error while accessing the portal website from the link in a ticket e-mail.
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Expert Comment

by:jausions
ID: 39788141
I would suggest you also use a HTTP header sniffer such as HTTPLiveHeaders add-on for Firefox, you will be able to spot redirect much more easily and most certainly give you the information that will lead to the resolution of your issue.
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IT Meetjesland earned 0 total points
ID: 39788746
So suddenly we noticed there were 2 "//" in the URL before the index.php part when copying the URL link from outlook into notepad. When you clicked on the link the browsers always removed the extra "/"

We adjusted the HelpDeskHandler.php file located in /var/www/html/vtigercrm/modules/HelpDesk/.

At line 31 you have ".$PORTAL_URL."/index.php?module=HelpDesk&action=index&ticketid. We removed the "/" there.

But that's not all, we also had to make HelpDesk lowercase to helpdesk.

Very strange how something like that suddenly stopped working.
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Expert Comment

by:jausions
ID: 39789203
Sometimes problems go unnoticed for a while, then between the time the typo was made and the time it's addressed some changes on the system could have occurred (new software version, server migration, configuration modifications, ...)

To me, the all caps you provided was already a red flag, so I'm not entirely surprised you had to modify that.
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Author Closing Comment

by:IT Meetjesland
ID: 39806076
Found the problem by the hint jausions gave with the mentioning of CAPS.
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