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znuny / Znuny

Znuny/Znuny LTS is a fork of the ((OTRS)) Community Edition, one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.
https://www.znuny.org
GNU General Public License v3.0
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Bug - Incorrect redirection to the dashboard after session ends with multiple tabs open #441

Open fxlxx opened 1 year ago

fxlxx commented 1 year ago

Environment

Expected behaviour

When a session ends and an agent logs in again, they should be able to restore all tabs by refreshing them.

Actual behaviour

When a session ends in our system, the URL undergoes a change. For example, the URL changes from:

https://some-znuny-page.com/otrs/index.pl?Action=AgentTicketZoom;TicketID=320490#1795688

to:

https://some-znuny-page.com/otrs/index.pl?RequestedURL=https%3A%2F%2Fsome-znuny-page.com%2Fotrs%2Findex.pl%3FAction%3DAgentTicketZoom%3BTicketID%3D320490%231795688

If an agent had only one tab open and logs in again, they are correctly redirected to the ticket identified by the TicketID in the URL which follows after RequestedURL=. However, if the agent had multiple tabs open (which is common for our agents), additional URLs containing RequestedURL= no longer function properly after a refresh of the tab. As a result, instead of being redirected to the intended ticket, agents are redirected to the dashboard.

hanneshal commented 1 year ago

Hi @fxlxx,

I see you point, but it is hard for the application to determine what the user did as last action. The dashboard auto refreshes and this is stored as last action. The key here is the last action. You can check this key and value in your session. So if multiple tabs are open, this is really hard to catch.

But what I can see is that the 'LastScreenView' key is not set in the session for the AgentTicketZoom action.

So this might be the issue here. Not particularly related to multiple tabs, but to ATZoom.

We check this.

rkaldung commented 2 weeks ago

Internal issue 912