jin Posted May 22, 2016 Share Posted May 22, 2016 If you block an IP or user and they open a support ticket it gets listed as an active ticket but the admin can't view the ticket. No matter how I set the admin permissions and support departments the only way I have found to view the ticket is by going into the database. Any know how to view it or is this a bug? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted May 23, 2016 WHMCS Support Manager Share Posted May 23, 2016 Hi, Please ensure that the administrator user is assigned to the department to which the ticket belongs (Setup > Staff Management > Administrator Users > Edit). 0 Quote Link to comment Share on other sites More sharing options...
jin Posted May 23, 2016 Author Share Posted May 23, 2016 All that's already done. If the user isn't blocked the ticket shows but once they are blocked it only shows as an active ticket but can't be viewed. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted May 27, 2016 WHMCS Support Manager Share Posted May 27, 2016 Hi, Can you please clarify how you are banning the user exactly? WHMCS doesn't store a submitter's IP address as a column in the tbltickets database and so couldn't exclude tickets from banned IP addresses when collating the ticket list. Banning an IP address would prevent the visitor from even accessing the ticket submission page to open a ticket. The only way the ticket could be opened from that IP address is via email piping. 0 Quote Link to comment Share on other sites More sharing options...
jin Posted May 27, 2016 Author Share Posted May 27, 2016 I use the ban IP But it shouldn't matter if a support ticket is opened it needs to be able to be reached other than going into the database. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted May 30, 2016 WHMCS Support Manager Share Posted May 30, 2016 Hi, Thanks for clarifying. Banning submitter's IP address via Setup > Other > Banned IPs would not hide their tickets from view. 0 Quote Link to comment Share on other sites More sharing options...
jin Posted May 30, 2016 Author Share Posted May 30, 2016 Banning through support, we are talking about support area. Please don't tell me it doesn't happen because it is happening. 0 Quote Link to comment Share on other sites More sharing options...
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