Submit Ticket issue

[MJHost]

Hey all,

 

I have customers reporting an issue, when trying to submit a ticket via my website https://www.mjhost.co.uk/submitticket.php

 

They are able to get to step 2, but once submitting the ticket, they are being redirected to submitticket.php with no errors. But the ticket is not being opened.

 

I have tried enabling "Display Errors", and opening a ticket, but this is not displaying any errors either.

 

Can anyone advise?

 

--EDIT--

Clients are able to open a ticket via email. Just not via the website.

Edited January 6, 2017 by MJHost
Adding extra information

[brian!]

my first thought would be to see if your custom template is causing the problem - so try, https://www.mjhost.co.uk/submitticket.php?systpl=six and then submit a ticket and see if it works... if so, your custom template is the issue - e.g perhaps you aren't using the latest version of the custom theme and your version isn't compatible with your current WHMCS installed release?

[MJHost]

Okay, so it looks to be an issue with my custom template, as using the ?systpl=six to open the ticket has worked.

Thank you @brian!

[MJHost]

my first thought would be to see if your custom template is causing the problem - so try, https://www.mjhost.co.uk/submitticket.php?systpl=six and then submit a ticket and see if it works... if so, your custom template is the issue - e.g perhaps you aren't using the latest version of the custom theme and your version isn't compatible with your current WHMCS installed release?

 

Okay, so it turned out to be an issue with submitticket.tpl (step 2) --- In particular this piece of the code:

 

<div class="row">
       <div class="form-group col-sm-3">
           <label for="inputDepartment">{$LANG.supportticketsdepartment}</label>
           <select name="deptid" disabled id="inputDepartment" class="form-control" onchange="refreshCustomFields(this)">
               {foreach from=$departments item=department}
                   <option value="{$department.id}"{if $department.id eq $deptid} selected="selected"{/if}>
                       {$department.name}
                   </option>
               {/foreach}
           </select>
       </div>

 

Is there anyway to disable this field, that won't result in rendering the system useless?

 

The reason we want to disable this field, is because once our clients get to this stage, they have a tendency to change the department, accidentally.

[brian!]

you mean the whole block or just the onchange?

 

I would have thought removing the whole div (though not the class=row line) wouldn't matter to the functionality - it would just mean they couldn't change depts without going back to step 1.

though even if it did, you could just pass the current value as a hidden field.

[MJHost]

you mean the whole block or just the onchange?

 

I would have thought removing the whole div (though not the class=row line) wouldn't matter to the functionality - it would just mean they couldn't change depts without going back to step 1.

though even if it did, you could just pass the current value as a hidden field.

 

Yes, we wanted to remove the whole "Department" field. Making it a hidden field, seems to have worked.

 

<div class="form-group col-sm-3">
           <label for="inputDepartment"></label>
           <select name="deptid" id="inputDepartment" class="form-control hidden" onchange="refreshCustomFields(this)">
               {foreach from=$departments item=department}
                   <option value="{$department.id}"{if $department.id eq $deptid} selected="selected"{/if}>
                       {$department.name}
                   </option>
               {/foreach}
           </select>
       </div>