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More Support Ticket issues.

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Posted
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#92711 (In Topic #18581)
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Honoured member

Though testing and editing in the support ticket module i have come across a few new and strange issues.
 
First Support tickets are vanishing from user view and one has even closed on its own. I suspect this is because I have cleared the website cache (more than once) as I edited language ini files. Still i do not understand how or even if this is the cause for this problem. Admins can still see all tickets, but member is told they have none even if they are still open. (I have applied fix #856 and #857 already)
 
The second issue is attachments in support tickets are downloadable by posting user. The user gets a permission error saying they are not allowed to access where that file is stored. Is this a bug?
 
Please let me know.
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Posted
Rating:
#92721
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Hi,

I did a full review of support ticket posting. It hasn't received much design love recently, as not many people are using that other than us. I found quite a few minor display problems, which I've cleaned up :). It now feels a lot tidier.

Regarding what you found:
  • Tickets not showing up now. This will have been due to your language change. The tickets are located through the forum driver via the text, as we have to inject the data in a human readable way through pre-existing forum database fields. It should not be an issue for future tickets. I think it is the description field of the old ticket topics that would have become outdated.
  • Tickets closing themselves. Maybe you closed the topic, ticket closing=topic closing. I think it is very unlikely this really did close itself.
  • Attachment permissions. I did reproduce and fix this one. As with the last hotfix I made, it was related to these subforum creation options.

0000884: Improvements and fixes to support tickets - ocPortal feature tracker

I am aware you've posted a support ticket for us relating to the discussed attachment workflow. Whatever we post for this would need adding after this hotfix, as I haven't looked at it yet and hotfixes need applying in order.


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Was I helpful?
  • If not, please let us know how we can do better (please try and propose any bigger ideas in such a way that they are fundable and scalable).
  • If so, please let others know about ocPortal whenever you see the opportunity.
  • If my reply is too Vulcan or expressed too much in business-strategy terms, and not particularly personal, I apologise. As a company & project maintainer, time is very limited to me, so usually when I write a reply I try and make it generic advice to all readers. I'm also naturally a joined-up thinker, so I always express my thoughts in combined business and technical terms. I recognise not everyone likes that, don't let my Vulcan-thinking stop you enjoying ocPortal on fun personal projects.
  • If my response can inspire a community tutorial, that's a great way of giving back to the project as a user.
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Posted
Rating:
#92757
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Thank you for the quick turn around on this issue. In the matter of the self closed ticket i am very certain it was not closed manually, but unless it happens again I will assume it was user error.
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Posted
Rating:
#92758
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The hotfix seems to have broken the attachment feature for the rest of the website. The combode options window on file handeling no longer appears (no matter the section of the website).

When uploading content such as images, or other imbded files, it no longer creates/embeds theses attachments onto comcode pages.

Attachment in support tickets do add to the ticket, and downloads now work. However as stated attachment funtionality for comcode pages has been apperantly broken.
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Posted
Rating:
#92762
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I shouldn't have included these files in the hotfix:
  • sources_custom/comcode_renderer.php
  • sources_custom/uploads.php
As those relate to non-bundled addons you are unlikely to have installed. So please delete those files.

Also please revert to your backed up:
  • themes/default/templates/JAVASCRIPT.tpl
As this is a critical Javascript file that may have had other incompatible changes (the number of patches to 9.0.2 is getting high now, it may be that compatibility issues are happening in the hotfixes due to dependencies on other changes files in other fixes), and the changes in the hotfix are very minor so you don't need them.

By the way, the only file needed to just fix the bug is:
  • sources/hooks/systems/attachments/ocf_post.php
As the others are dealing with the usability issues I fixed.


Become a fan of ocPortal on Facebook or add me as a friend. Add me on on Twitter.
Was I helpful?
  • If not, please let us know how we can do better (please try and propose any bigger ideas in such a way that they are fundable and scalable).
  • If so, please let others know about ocPortal whenever you see the opportunity.
  • If my reply is too Vulcan or expressed too much in business-strategy terms, and not particularly personal, I apologise. As a company & project maintainer, time is very limited to me, so usually when I write a reply I try and make it generic advice to all readers. I'm also naturally a joined-up thinker, so I always express my thoughts in combined business and technical terms. I recognise not everyone likes that, don't let my Vulcan-thinking stop you enjoying ocPortal on fun personal projects.
  • If my response can inspire a community tutorial, that's a great way of giving back to the project as a user.
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