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Multiple tickets submitted by same client at the same minute

DennisHermannsen
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DennisHermannsen Senior Member

DennisHermannsen

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Hi,

A long time ago, we upgraded from WHMCS 5.3 > WHMCS 6 and then WHMCS 7 on one of our installations. After this, we started seeing double ticket-submissions (client would have submitted the same ticket 2 or even more times at the same second, all with different ticket IDs).

Last year, we upgraded another WHMCS installation from WHMCS 5.3 to WHMCS 7 and we started seeing the same issues. At this point, I contacted WHMCS who were not able to reproduce the error - we can't reproduce it either as it just happens sporadically. They said it was not an issue with WHMCS.

Two months ago, we upgraded our third WHMCS from 5.3 to 7.7 - and you can probably guess what happened... We started seeing the exact same issue. Is anyone seeing the same issue?

We're running the 3 installations on either CentOS 7 or CloudLinux 7 with LiteSpeed webserver.

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brian! Senior Member

brian!

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5 hours ago, DennisHermannsen said:

Last year, we upgraded another WHMCS installation from WHMCS 5.3 to WHMCS 7 and we started seeing the same issues. At this point, I contacted WHMCS who were not able to reproduce the error - we can't reproduce it either as it just happens sporadically. They said it was not an issue with WHMCS. 

how are the clients submitting the tickets - email or web site ? I assume WHMCS checked whether there are addons or hooks possibly causing this ??

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brian! Senior Member

brian!

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2 minutes ago, DennisHermannsen said:

It seems to only happen for tickets submitted through the website. For the third installation, we had no hooks that could have caused any of it - it was a rather vanilla installation of WHMCS at first.

was it a custom template or a clean version of Six ?

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DennisHermannsen Senior Member

DennisHermannsen

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1 hour ago, brian! said:

was it a custom template or a clean version of Six ?

For the last one, it was a custom template. The very first installation (which we still have the same issue with) used a template based on six that had only been modified a little - and nothing had been modified in the client area, except for some styling.

 

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DennisHermannsen Senior Member

DennisHermannsen

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See this:

3mt6Pyu.png

All tickets are made within the same minute from the submitticket.php page. There's no way the client could have refreshed the page and entered all the details again.

However, there's a LOT of POST requests: 

xxx.xx.xxx.xxx - - [01/Oct/2019:15:19:38 +0200] "POST /client/submitticket.php HTTP/2" 200 20 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:19:58 +0200] "POST /client/submitticket.php HTTP/2" 200 708 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:01 +0200] "POST /client/submitticket.php HTTP/2" 200 708 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:04 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:07 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:10 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:13 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:16 +0200] "POST /client/submitticket.php HTTP/2" 200 774 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:19 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:22 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:25 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:28 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:31 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:34 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:37 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:40 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:43 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:46 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:57 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 8567 "https://chosting.dk/client/submitticket.php?step=2&deptid=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:20:57 +0200] "POST /client/submitticket.php HTTP/2" 200 770 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:19 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:22 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:24 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:25 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:25 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:25 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:40 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:41 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:41 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 200 0 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:21:41 +0200] "POST /client/submitticket.php?step=3 HTTP/2" 302 20 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"
xxx.xx.xxx.xxx - - [01/Oct/2019:15:22:00 +0200] "GET /client/submitticket.php?step=4 HTTP/2" 200 7631 "https://chosting.dk/client/submitticket.php?step=3" "Mozilla/5.0 (iPad; CPU OS 12_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/83.0.268992909 Mobile/15E148 Safari/605.1"

 

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brian! Senior Member

brian!

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any chance this could be a mail issue ? i've seen the first screenshot occur when piping has the wrong file permissions, but that second log does imply it's coming from the site.... if you switch the theme to use Six instead of Simplicity, does the same thing still happen ?

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DennisHermannsen Senior Member

DennisHermannsen

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15 hours ago, brian! said:

any chance this could be a mail issue ? i've seen the first screenshot occur when piping has the wrong file permissions

It was actually made from the website, so I can't think how piping should be the problem 😛

The bounce-emails are only there because the client entered an incorrect email.

15 hours ago, brian! said:

if you switch the theme to use Six instead of Simplicity, does the same thing still happen ?

I can't even reproduce it - that's the weird thing.

The access log would imply that the customer had clicked the 'Submit' button multiple times, but that gets locked after pressing it once.

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brian! Senior Member

brian!

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2 hours ago, DennisHermannsen said:

The access log would imply that the customer had clicked the 'Submit' button multiple times, but that gets locked after pressing it once.

and there's Google Invisible Captcha on the page too, which I would have thought would prevent multiple submission.

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  • 4 months later...
PowerBoot Web Solutions Junior Member

PowerBoot Web Solutions

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We encountered this issue as well and it was simply to diagnose but difficult to fix.  What we found was happening is that clients were clicking the submit button for a new ticket and the message to say that it was subitted successfully would appear at the top of the window but the screen would no automatically scroll to the message.  The client thought the submit button wasn't working so they would click it several times.  Each time, it would create a new ticket.

The only resolution we have found so far is to educate clients to only click once.  It's still an issue from time to time.

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Vox Senior Member

Vox

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Hi @DennisHermannsen

On 10/2/2019 at 9:18 AM, DennisHermannsen said:

The bounce-emails are only there because the client entered an incorrect email.

What are the settings for that support department?

If you allow tickets to be opened by email it could be that the "bounce" email is opening another ticket.

What is the content of the ticket? From your screenshot the subject looks like it is the subject of the bounce email notification.

 

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