Support Request link in cPanel is not redirecting to new URL

[lori]

I have changed the Support Request URL in the WHM 'Support Request Configuration' settings, but the links in cPanel still lead to the default cPanel support request page. Any idea how I can get the redirect to work?

WHM: 11.26.8
cPanel: 11.26.9
cPanel Pro: 1.0 (RC1)
cPanel theme: x3
CENTOS 4.7 x86_64
PHP 5.2.14
Apache 1.3.42

Thank you.

[Infopro]

There was a thread related to this a while back that I was involved in and we came to realize that if you are root, and you change the support URL it didn't work right for resellers users, IIRC.

[lori]

Thanks for your reply, but I do not understand what you mean. I am root, but not a reseller user.

[Infopro]

I'm sorry, here's the thread I mentioned:
http://forums.cpanel.net/f5/customer...ea-160229.html

If you like, I can merge your thread here into that thread. Ken from the development team has posted to that thread and if there's a problem here, he wants to know about it I'm sure.

[lori]

Thanks for the link. I don't think I am in the same situation as the person on the other thread. There is no reseller account involved. I am logged into WHM as root and trying to redirect the cPanel support request button from the default cPanel support form to the URL of my support ticket system submission form. The new URL is correct in the WHM settings, but the cPanel buttons for all cPanel accounts still go to the cPanel default form.

[Infopro]

So, root owns the accounts you're talking about, correct?

[lori]

Yes, root owns all accounts on the server.

[cPanelDon]

I have changed the Support Request URL in the WHM 'Support Request Configuration' settings, but the links in cPanel still lead to the default cPanel support request page. Any idea how I can get the redirect to work?

WHM: 11.26.8
cPanel: 11.26.9
cPanel Pro: 1.0 (RC1)
cPanel theme: x3
CENTOS 4.7 x86_64
PHP 5.2.14
Apache 1.3.42

Thank you.

In cPanel 11.25, the cPanel Pro feature "Configure Support Request Submissions" was replaced with "Configure Customer Contact" -- the difference that I believe you're experiencing is that the contact form in cPanel will now submit to the URL that is defined in WHM instead of redirecting the user outside of cPanel.

If the old behavior is still desired, I would consider creating a cPanel Plugin to install a custom Support icon that has the same effect, that of redirecting the user after clicking a custom icon in cPanel. I recommend the following documentation resources for in-depth information about developing cPanel Plugins and adding custom icons in cPanel:

• cPanel Plugins (Install File Generator) - Developer Center
• cPanel Developer Resources
  • cPanel Plugins Installation Instructions
  • Adding Icons and Groups to cPanel Interfaces
    • Adding Items to the cPanel Interface >> Example
  • DynamicUI Reference Charts
  • ExpVar Reference Chart (Available Variables)

If you use a custom support icon and would like to disable and or hide the built-in feature, you may do so via the following steps:

• Configure Customer Contact
  1. Select Disable
  2. Click Save Changes
• Feature Manager
  1. Access WHM: Main >> Packages >> Feature Manager >> Edit a Feature List
  2. Untick (uncheck) Support System Submission
  3. Click Save