We are currently facing an issue where users are required to sign in before they can create a ticket in the web-widget.
I’ve attached a screenshot for reference.
In the past, this issue could usually be resolved by clearing the browser cache. However, that workaround no longer seems to help, and more users are now experiencing the same problem.
Interestingly, the form does work when an email address is entered manually, but we’re wondering if there is a specific reason why this prompt appears.
If this behavior is intentional, how frequently is it expected to occur?
Please upload the latest HelpDesk package to your SharePoint app catalogue following this guide. Please use the package for a proper region, you can find yours on an 'About' page in settings.
Then update your HelpDesk to the latest version 2.1.48.
Clear the browser cache and cookies and check whether the issue persists.
If it does, contact as at support@plumsail.com, refer to this topic, and share browser console and network logs (see the instruction below). Do not share the files publicly.
Please load the page in incognito mode, open developer tools (F12), switch to the ‘Network’ tab, press Ctr+R, and reproduce the issue. Then export a HAR file:
I've updated the app catalogue and the Helpdesk version. It looks like version 2.1.49 has just been released as well.
Unfortunately, I can't test it myself since I’ve already signed in using my email and the verification code.
If any users encounter the same issue moving forward, I’ll reach out to you with the requested files.
