Support: Tickets: New

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Debug Console

Close16 MBRequestSessionTimelineDatabase29Events17
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$_POST
Array( ) Array(

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$_COOKIE
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$_SERVER
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USER => apache,
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FCGI_ROLE => RESPONDER,
REDIRECT_HTTP_AUTHORIZATION => ,
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REDIRECT_SCRIPT_URI => https://www.ielab.info/support/ticket/new,
REDIRECT_HTTPS => on,
REDIRECT_STATUS => 200,
HTTP_AUTHORIZATION => ,
UNIQUE_ID => Zkb1ZRueBClMUMKnVO53bwAAABc,
SCRIPT_URL => /support/ticket/new,
SCRIPT_URI => https://www.ielab.info/support/ticket/new,
HTTPS => on,
HTTP_X_FORWARDED_FOR => 3.14.141.17,
HTTP_X_FORWARDED_PROTO => https,
HTTP_X_FORWARDED_PORT => 443,
HTTP_HOST => www.ielab.info,
HTTP_X_AMZN_TRACE_ID => Root=1-6646f565-63b03a18200f794e1c1e0472,
HTTP_ACCEPT => */*,
HTTP_USER_AGENT => Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com),
HTTP_REFERER => http://www.ielab.info/support/ticket/new,
HTTP_ACCEPT_ENCODING => gzip, br, zstd, deflate,
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SERVER_SIGNATURE => ,
SERVER_SOFTWARE => Apache/2.4.6 (Red Hat Enterprise Linux) OpenSSL/1.0.2k-fips mod_python/3.5.0- Python/2.7.5,
SERVER_NAME => www.ielab.info,
SERVER_ADDR => 10.84.154.253,
SERVER_PORT => 443,
REMOTE_ADDR => 10.84.154.105,
DOCUMENT_ROOT => /var/www/ielab,
REQUEST_SCHEME => https,
CONTEXT_PREFIX => ,
CONTEXT_DOCUMENT_ROOT => /var/www/ielab,
SERVER_ADMIN => root@localhost,
SCRIPT_FILENAME => /var/www/ielab/index.php,
REMOTE_PORT => 52030,
REDIRECT_URL => /support/ticket/new,
GATEWAY_INTERFACE => CGI/1.1,
SERVER_PROTOCOL => HTTP/1.1,
REQUEST_METHOD => GET,
QUERY_STRING => ,
REQUEST_URI => /support/ticket/new,
SCRIPT_NAME => /index.php,
PHP_SELF => /index.php,
REQUEST_TIME_FLOAT => 1715926373.3968,
REQUEST_TIME => 1715926373
)
session.client.forwarded 3.14.141.17
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always
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tracker.sid dd057368163f5bec017588e992aa117a
tracker.ssid dd057368163f5bec017588e992aa117a
tracker.rsid dd057368163f5bec017588e992aa117a
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16 MB

29 Queries Logged: 0.096309661865234 seconds

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      WHERE `session_id` = 'dd057368163f5bec017588e992aa117a'
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  3. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
      WHERE `type` = 'component'
      AND `element` = 'com_members'
  4. SELECT b.id
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      LEFT JOIN jos_usergroups AS b
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      AND b.rgt >= a.rgt
      WHERE `a`.`id` = '1'
  5. SELECT *
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      AND `type` = 'plugin'
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      LEFT JOIN jos_extensions AS e
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  8. SELECT extension_id AS id,element AS "option",params,enabled
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      INNER JOIN jos_extensions
      ON jos_extensions.element = jos_template_styles.template
      WHERE `jos_template_styles`.`client_id` = '0'
      AND `jos_extensions`.`enabled` = '1'
      AND `jos_extensions`.`type` = 'template'
      AND jos_extensions.`client_id` = `jos_template_styles`.`client_id`
      ORDER BY `home` DESC
  10. SELECT extension_id AS id,element AS "option",params,enabled
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      AND `element` = 'com_tags'
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      LEFT JOIN `jos_support_acl_aros` AS r
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      LEFT JOIN `jos_support_acl_acos` AS c
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      LEFT JOIN jos_modules_menu AS mm
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      LEFT JOIN jos_extensions AS e
      ON e.element = m.module
      AND e.client_id = m.client_id
      WHERE `m`.`published` = '1'
      AND `e`.`enabled` = '1'
      AND (`m`.`publish_up` IS NULL OR `m`.`publish_up` <= '2024-05-17 06:12:53' )
      AND (`m`.`publish_down` IS NULL OR `m`.`publish_down` >= '2024-05-17 06:12:53' )
      AND `m`.`access` IN ('1','1','4')
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      AND (`mm`.`menuid` = '84' OR `mm`.`menuid` <= '0' )
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  16. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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      AND `element` = 'com_content'
  17. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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      AND `element` = 'com_categories'
  18. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
      WHERE `type` = 'component'
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  19. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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  20. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
      WHERE `type` = 'component'
      AND `element` = 'com_projects'
  21. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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  22. SELECT extension_id AS id,element AS "option",params,enabled
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  23. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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  24. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
      WHERE `type` = 'component'
      AND `element` = 'com_resources'
  25. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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  26. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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  27. SELECT extension_id AS id,element AS "option",params,enabled
      FROM `jos_extensions`
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  28. SELECT extension_id AS id,element AS "option",params,enabled
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  • onAfterInitialise Method plgSystemP3p::onAfterInitialise /core/plugins/system/p3p/p3p.php:21
  • onAfterInitialise Method plgSystemRemember::onAfterInitialise /core/plugins/system/remember/remember.php:20
  • onAfterInitialise Method plgSystemHubzero::onAfterInitialise /core/plugins/system/hubzero/hubzero.php:21
  • onAfterInitialise Method plgSystemXFeed::onAfterInitialise /core/plugins/system/xfeed/xfeed.php:21
  • onAfterInitialise Method plgSystemSupergroup::onAfterInitialise /core/plugins/system/supergroup/supergroup.php:113
  • onAfterInitialise Method plgSystemReferrerpolicy::onAfterInitialise /core/plugins/system/referrerpolicy/referrerpolicy.php:21
  • onAfterRoute Method plgSystemJquery::onAfterRoute /core/plugins/system/jquery/jquery.php:21
  • onAfterRoute Method plgSystemSpamjail::onAfterRoute /core/plugins/system/spamjail/spamjail.php:21
  • onAfterRoute Method plgSystemIncomplete::onAfterRoute /core/plugins/system/incomplete/incomplete.php:21
  • onAfterRoute Method plgSystemUnconfirmed::onAfterRoute /core/plugins/system/unconfirmed/unconfirmed.php:21
  • onAfterRoute Method plgSystemUnapproved::onAfterRoute /core/plugins/system/unapproved/unapproved.php:21
  • onAfterRoute Method plgSystemPassword::onAfterRoute /core/plugins/system/password/password.php:21
  • onDisplay Method plgCaptchaImage::onDisplay /core/plugins/captcha/image/image.php:56
  • onAfterDispatch Method plgSystemMobile::onAfterDispatch /core/plugins/system/mobile/mobile.php:22
  • onAfterDispatch Method plgSystemDebug::onAfterDispatch /core/plugins/system/debug/debug.php:60
  • onAfterDispatch Method PlgSystemHighlight::onAfterDispatch /core/plugins/system/highlight/highlight.php:25
  • onAfterRender Method plgSystemSef::onAfterRender /core/plugins/system/sef/sef.php:21