Dear Plumsail Support Team,
Some users intermittently receive the following error when submitting a new ticket:
1.: Oops! There seem to be some errors below:
Cannot read properties of undefined (reading 'status')
2.:Oops! There seem to be some errors below:
[object Object]
The issue occurs sporadically and can often be resolved by clearing the browser cache.
When the error occurs, the browser sends the following request:
POST https://helpdesk-services.plumsail.com/modern-widget/Tickets
The response is:
403 Forbidden: all proposed auth schemes denied
During widget initialization, the browser console shows requests to regional endpoints, for example:
GET https://us-helpdesk-services.plumsail.com/modern-widget/config
404 Not Found
GET https://au-helpdesk-services.plumsail.com/modern-widget/config
404 Not Found
We also observed that the widget sometimes uses the non-regional endpoint:
https://helpdesk-services.plumsail.com
This appears to be incorrect because our Plumsail data center is configured as European Union.
After clearing the browser cache, the ticket submission worked successfully again. This suggests that the issue may be related to cached widget files, cached region-detection data, or an intermittent failure during endpoint detection.
We also tested setting the host manually:
fd.helpDeskWidget._settings = fd.helpDeskWidget._settings || {};
fd.helpDeskWidget._settings.host ='https://eu-helpdesk-services.plumsail.com';
However, the actual request still sometimes goes to:
https://helpdesk-services.plumsail.com
Do you have a solution for this problem?
Please let us know which additional information you need.
Thank you in advance for your assistance.
Kind regards,
David
