The Community Forums

Interact with an entire community of cPanel & WHM users!
  1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

A customer attempted to contact you, however the 'Configure Contact Information' area

Discussion in 'General Discussion' started by Silver_2000, Jul 12, 2010.

  1. Silver_2000

    Silver_2000 Well-Known Member

    Joined:
    Mar 31, 2002
    Messages:
    338
    Likes Received:
    1
    Trophy Points:
    18
    When a customer tries to use the support link to send in question I get the
    in the email that is sent

    The contact info is configured and has been since day one yet any support request email comes in with the line above

    the system also sends the following to the customer which makes me look like an idiot

    Ive atempted to reset the contact info and resave but it makes no difference

    Where do I look for this problem ?

    Doug
     
  2. Infopro

    Infopro cPanel Sr. Product Evangelist
    Staff Member

    Joined:
    May 20, 2003
    Messages:
    14,468
    Likes Received:
    196
    Trophy Points:
    63
    Location:
    Pennsylvania
    cPanel Access Level:
    Root Administrator
    Twitter:
    This appears to be a bug to me. You might want to put in a report. There's a link on the top right of every page on these forums here for bug reports. Feel free to link to this thread in the ticket.

    I'm running CURRENT and tried the support contact settings in several different configurations and get the same result as you.
     
  3. cPanelKyle

    cPanelKyle Technicial Analyst III/Migrations Specialist
    Staff Member

    Joined:
    Feb 10, 2003
    Messages:
    58
    Likes Received:
    0
    Trophy Points:
    6
    cPanel Access Level:
    Root Administrator
    Twitter:
    Are you by chance using a theme that you branded? I'm trying to replicate this on my test server but having a problem doing so.

    Thanks.
     
  4. Infopro

    Infopro cPanel Sr. Product Evangelist
    Staff Member

    Joined:
    May 20, 2003
    Messages:
    14,468
    Likes Received:
    196
    Trophy Points:
    63
    Location:
    Pennsylvania
    cPanel Access Level:
    Root Administrator
    Twitter:


    After reading this thread, I logged into a basic user account (on a server running CURRENT and default theme, no branding) and clicked Submit a Support Request. Filled in the details and Submit.

    In one email to root titled Support Request (subject here) it's as mentioned above:

    "A customer attempted to contact you, however the 'Configure Contact Information' area was not configured. To configure this information please access https://server.host.com:2087/scripts6/edit_contact_info . The customers' inquiry has been saved below."

    In a second email titled Copy of your recent inquiry (subject here) same as above:

    "Your inquiry was sent to the server administrator because no contact information was configured on the server. Attached is a copy of your inquiry for your reference:"

    The body section of both those emails removed for this post.

    I'm receiving the copy of email as I own the account.

    I've just tested this on a server EDGE and can duplicate the same steps and root is sent the same first email mentioned above.

    Configure Customer Contact page has Display Contact Information selected, name and email filled in, URL left empty.
     
  5. Infopro

    Infopro cPanel Sr. Product Evangelist
    Staff Member

    Joined:
    May 20, 2003
    Messages:
    14,468
    Likes Received:
    196
    Trophy Points:
    63
    Location:
    Pennsylvania
    cPanel Access Level:
    Root Administrator
    Twitter:
    I've put in a ticket: #763561
     
  6. Silver_2000

    Silver_2000 Well-Known Member

    Joined:
    Mar 31, 2002
    Messages:
    338
    Likes Received:
    1
    Trophy Points:
    18
    Cudos to Infopro and Kyle and the Cpanel staff for looking into this ...

    There appear to be at least 2 bugs - One spelling error we found and one config error - Looks like when you have contact info selected it still uses a form and it sends the error ...
     
  7. cPanelKenneth

    cPanelKenneth cPanel Development
    Staff Member

    Joined:
    Apr 7, 2006
    Messages:
    4,460
    Likes Received:
    22
    Trophy Points:
    38
    cPanel Access Level:
    Root Administrator
    If I'm understanding your (and the others) reports properly, this definitely sounds like a bug. If Customer Contact is configured to only Display the contact details it should not be displaying an email form. I'll have someone follow-up on this. Thank you all.
     
  8. Silver_2000

    Silver_2000 Well-Known Member

    Joined:
    Mar 31, 2002
    Messages:
    338
    Likes Received:
    1
    Trophy Points:
    18
    also the customer contact is specific to reseller - in my case Im root and a reseller - I was changing the contact info for root but the accounts in question are owned by my reseller account

    Thanks to Kyle and team from Cpanel for helping with that
     
  9. Infopro

    Infopro cPanel Sr. Product Evangelist
    Staff Member

    Joined:
    May 20, 2003
    Messages:
    14,468
    Likes Received:
    196
    Trophy Points:
    63
    Location:
    Pennsylvania
    cPanel Access Level:
    Root Administrator
    Twitter:
    Indeed, this turned out not to be bug but an oversight on my part as to who you're logged in as when you try to change these settings.

    Sorry to have added to the confusion, but we learned something. :p
     
  10. cPanelKenneth

    cPanelKenneth cPanel Development
    Staff Member

    Joined:
    Apr 7, 2006
    Messages:
    4,460
    Likes Received:
    22
    Trophy Points:
    38
    cPanel Access Level:
    Root Administrator
    There is still a deficiency or oddity with this. When logged into cPanel as the reseller it should always show the contact info/configuration of the server owner (i.e. root), however the reseller's own contact info is displayed.
     
  11. BuffaloWeb

    BuffaloWeb Well-Known Member

    Joined:
    Jul 1, 2003
    Messages:
    83
    Likes Received:
    0
    Trophy Points:
    6
    Similarly, even if you set Configure Customer Contact to "Disable" or to "Submit Request to URL", the link to "Contact Customer Support" still exists (after clicking Help in the upper corner of a cpanel user's screen), and the link leads to the Contact Customer Support page at frontend/x3/contact/contactinfo.html.

    What do we do, when will this be fixed?
     
  12. cPanelDon

    cPanelDon cPanel Quality Assurance Analyst
    Staff Member

    Joined:
    Nov 5, 2008
    Messages:
    2,557
    Likes Received:
    7
    Trophy Points:
    38
    Location:
    Houston, Texas, U.S.A.
    cPanel Access Level:
    DataCenter Provider
    Twitter:
    Disabling Configure Customer Contact and Support System Submission

    Using "Submit Request to URL" will submit the contact form to the defined URL -- this is not designed to hide "Contact Customer Support" in cPanel.

    Please see the following post that includes additional information about how to disable the end-user-facing cPanel links and icons for both Configure Customer Contact and Support System Submission: cPanel Forums - View Single Post - Support Request link in cPanel is not redirecting to new URL
     
  13. BuffaloWeb

    BuffaloWeb Well-Known Member

    Joined:
    Jul 1, 2003
    Messages:
    83
    Likes Received:
    0
    Trophy Points:
    6
    Thanks Don! FYI to anyone with the same issue, what Don referenced works, but these steps need to be done at the reseller level... (whatever reseller that "owns" the accounts you want this disabled for)
     
Loading...

Share This Page