289764 - Any support tickets sent throught that Cerberus HelpDesk do not get sent using FireFox, but do using Internet Explorer.

Status: RESOLVED EXPIRED

(Firefox :: General, defect)

Description

[Ron]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.6) Gecko/20050225 Firefox/1.0.1
Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.6) Gecko/20050225 Firefox/1.0.1

1.Go to www.kaveyhosting.com/support-center
2.Submit a new ticket
3.Never recieved in Admin Panel (but recieved if sent via IE)


Doing nothing other then writing a new ticket and sending it. If access to the
help desk is needed, please email me at [e-mail]

Reproducible: Always

Steps to Reproduce:
1.Go to www.kaveyhosting.com/support-center
2.Submit a new ticket
3.Never recieved in Admin Panel (but recieved if sent via IE)

Actual Results:  
Cerberus confirmed that the email was sent, but did not send.

Expected Results:  
A new ticket should have been submitted and put in the admin panel for a support
tech to review. Happens all the time with IE but never with FF.

Alot of people use Cerberus as their Help Desk as its free and a pretty good
system, its a major bug since people are moving over from IE to FF by the boatloads.

Comment 1

[Ben Fowler]

Attachment: Possible testcase

Mozilla/5.0 (Macintosh; U; PPC Mac OS X Mach-O; en-US; rv:1.8b2) Gecko/20050410
Firefox/1.0+

I am making a lot of assumptions, but my guess is that neither kaveyhosting nor

tdnetwork are responsible for the html content and programming of this form, 
perhaps the submission of this report to Bugzilla is a bit of a rush job.

The URL of the page that doesn't work is probably 
http://www.kaveyhosting.com/support-center/index.php?x=&mod_id=4 at least
that is the one that offers to 'Open a Ticket'.

The form on that page doesn't seem to have an action= attribute, some
of the tag nesting is faulty, and there are other validation errors.

I suspect that you are expecting the form to submit back to the
URL /support-center/index.php . Do you get any javascript errors?

It is a little difficult to see why Cerberus (weird name for a help desk
system unless you were wanting to keep people from getting into the system),
should confirm that an e-mail had been sent if it hadn't been, and that 
sounds like a server problem, at least in the area of logging and error 
reporting.

I hate to pass the buck, but you really would be best to fix the obvious 
problems with the HTML before going any further.

I enclose my testcase, which shows something rather like what correct
html for your page would look like, but I am not (I don't think) in a 
position to confirm whether the problem is still in.

If you have contact with the authors of Cerberus, you might want to
advise them about the boatloads.

Comment 2

[Ben Fowler]

Looking at http://freshmeat.net/projects/cerberushelpdesk/ , I see that 
Cerberus (actually a proprietary licence - the demo is free) is on version
2.6.1 . Do you know what version you have?

I would not be in a hurry to upgrade: The source to their trouble ticket pages
looks significantly like yours.

Either I am on the wrong lines or there is a possibility of a problem
with Cerberus (name= where action= would be better), and you might want
to check with Cerberus' forums.

Comment 3

[Gervase Markham [:gerv]]

This is an automated message, with ID "auto-resolve01".

This bug has had no comments for a long time. Statistically, we have found that
bug reports that have not been confirmed by a second user after three months are
highly unlikely to be the source of a fix to the code.

While your input is very important to us, our resources are limited and so we
are asking for your help in focussing our efforts. If you can still reproduce
this problem in the latest version of the product (see below for how to obtain a
copy) or, for feature requests, if it's not present in the latest version and
you still believe we should implement it, please visit the URL of this bug
(given at the top of this mail) and add a comment to that effect, giving more
reproduction information if you have it.

If it is not a problem any longer, you need take no action. If this bug is not
changed in any way in the next two weeks, it will be automatically resolved.
Thank you for your help in this matter.

The latest beta releases can be obtained from:
Firefox:     http://www.mozilla.org/projects/firefox/
Thunderbird: http://www.mozilla.org/products/thunderbird/releases/1.5beta1.html
Seamonkey:   http://www.mozilla.org/projects/seamonkey/

Comment 4

[Gervase Markham [:gerv]]

This bug has been automatically resolved after a period of inactivity (see above
comment). If anyone thinks this is incorrect, they should feel free to reopen it.