Accessing requests directly through the URL
Hi,
We've found a situation whereby users have been opening a request in SupportCentre and then modifying the URL to get to another request. Whilst this correctly prevents them from accessing requests they don't have the rights to view, it has caused a problem when a request has been merged.
To explain fully take the following situation:
1. Request raised, ID 10
2. Request ID 10 duplicated, ID 15
3. Request ID 15 set to Awaiting Response
4. Request ID 15 merged with ID 10
5. Request ID 10 closed
When searching for request ID 15 using the search facility in SC it returns ID 10 which is closed. However, if you view the request and change the ID in the URL to 15 you are taken to the individual conversation item which was the duplicated request 15, which now looks like a separate request which is still awaiting response - there is no indication that this has been merged with request 10.
We've had to email all staff to prevent them from doing this but wondered whether it was possible to patch the product to prevent this happening in the future - ideally when users tried to go directly to ID 15 they would be automatically directed to ID 10.
Thanks,
Andy
We've found a situation whereby users have been opening a request in SupportCentre and then modifying the URL to get to another request. Whilst this correctly prevents them from accessing requests they don't have the rights to view, it has caused a problem when a request has been merged.
To explain fully take the following situation:
1. Request raised, ID 10
2. Request ID 10 duplicated, ID 15
3. Request ID 15 set to Awaiting Response
4. Request ID 15 merged with ID 10
5. Request ID 10 closed
When searching for request ID 15 using the search facility in SC it returns ID 10 which is closed. However, if you view the request and change the ID in the URL to 15 you are taken to the individual conversation item which was the duplicated request 15, which now looks like a separate request which is still awaiting response - there is no indication that this has been merged with request 10.
We've had to email all staff to prevent them from doing this but wondered whether it was possible to patch the product to prevent this happening in the future - ideally when users tried to go directly to ID 15 they would be automatically directed to ID 10.
Thanks,
Andy