Getting 403 Forbidden on ticket links

[pdragovich]

When trying to email out a link to a ticket I am getting "403 - Forbidden: Access is denied. You do not have permission to view this directory or page using the credentials that you supplied."

Where can I find the directory that needs permissions added to allow the agent to open the tickets?

I am running on a Windows 2008R2 server.

Thanks.

[jojo]

how does the link look like?

[pdragovich]

Here is the email that I got which is giving me the error.

http://192.168.0.26/otrs/index.pl?Actio ... icketID=22

Your OTRS Notification Master

[pdragovich]

I have tried to open the link while both logged into the system and also being logged out and no browser open.

[jojo]

how does the URL looks like if you go to ticket zoom manually?

[pdragovich]

Within the system this is the address of the ticket.

http://sts/otrs/index.pl?Action=AgentTi ... icketID=22

STS is the friendly name of the server so the agents do not need to remember the IP.

[jojo]

Hi,
so for me the look similar...

http://sts/otrs/index.pl?Action=AgentTi ... icketID=22
http://192.168.0.26/otrs/index.pl?Actio ... icketID=22


Is the same browser used on opening from mail? Can you type in the URL (with IP) manually?

[pdragovich]

They are both opening in the same Firefox window. I just tried to open each in Chrome and IE for testing and for the IP link it gives the "403" error page, but when I entered the "STS" link I get a login page and then the error "Error Message: Module Kernel/Modules/AgentTiicketID22.pm not found!".

The ticket is still active in the system and has not been closed.

[jojo]

check your apache config

[pdragovich]

I currently have the following 2 entries added for the servername in the httpd.conf.

ServerName sts.LOCALDOMAIN:80
ServerName 192.168.0.33:80

Is there another setting that I should be looking for?