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Support Ticket System Issues

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Posted
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#92232 (In Topic #18507)
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Honoured member

After testing the support ticket system i have run into a number of issues. The first is I have not been able to find where or how set an e-mail notification for staff that there is a new support ticket needing review. As it appears when a ticket is made it is added to the support ticket list, but there is no indication (that im aware of) that a new ticket has been made. This issue also extends to the member where they are not given a confirmation that their ticket has been accepted/filed.
 
Are these features missing from the current system?
 
Another issue i have come across is after a member has posted a ticket, they are unable to see it listed anywhere i am aware of. As an admin i can see the tickets listed and filter them, but as a normal member there are no tickets listed not even the ones the member account posted itself.
 
Are there permissions requiring set up?
 
What I want to achieve with the ticket system is this.
 
Member submits ticket with attachment.
Admin/staff (at specific e-mail) is notified a ticket has been submitted.
Member is sent a confirmation e-mail that the ticket was submitted.
Admin reviews ticket/alters responds to.
Member is e-mailed that the ticket has been responded to.
If member responds again, admin is once again notified.
 
Reading the tutorial page: http://ocportal.com/docs9/tut_support_desk.htm
It lists a lot of features but gives no insight to where they are accessed/configured. Is there a more in-depth explanation somewhere on the forums here I have not managed to find through search? Please let me know if there is any resolution to theses issues.
 
Thanks.
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Important!
Posted
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#92243
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Automated fix message

DivinityOne said

After testing the support ticket system i have run into a number of issues. The first is I have not been able to find where or how set an e-mail notification for staff that there is a new support ticket needing review. As it appears when a ticket is made it is added to the support ticket list, but there is no indication (that im aware of) that a new ticket has been made. This issue also extends to the member where they are not given a confirmation that their ticket has been accepted/filed.
 
Are these features missing from the current system?
 
Another issue i have come across is after a member has posted a ticket, they are unable to see it listed anywhere i am aware of. As an admin i can see the tickets listed and filter them, but as a normal member there are no tickets listed not even the ones the member account posted itself.
 
Are there permissions requiring set up?
 
What I want to achieve with the ticket system is this.
 
Member submits ticket with attachment.
Admin/staff (at specific e-mail) is notified a ticket has been submitted.
Member is sent a confirmation e-mail that the ticket was submitted.
Admin reviews ticket/alters responds to.
Member is e-mailed that the ticket has been responded to.
If member responds again, admin is once again notified.
 
Reading the tutorial page: http://ocportal.com/docs9/tut_support_desk.htm
It lists a lot of features but gives no insight to where they are accessed/configured. Is there a more in-depth explanation somewhere on the forums here I have not managed to find through search? Please let me know if there is any resolution to theses issues.
 
Thanks.
This issue has been filed on the tracker as issue #856, with a fix.


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  • 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.
Important!
 
Posted
Rating:
#92244
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Notifications are enabled in the normal way ocPortal 8/9 notifications are enabled – via settings from your member profile. It's just staff have more to pick from, including support ticket notifications. Staff don't get those notifications by default. Members do get notifications for their tickets by default. But it's all configurable.


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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Posted
Rating:
#92245
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This issue also extends to the member where they are not given a confirmation that their ticket has been accepted/filed.

0000857: Members not given email confirmation of tickets posted - ocPortal feature tracker

Apply fixes in order (i.e. this 2nd).


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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Posted
Rating:
#92262
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Honoured member

Thanks, i'll apply the fix's and respond with the results once i have a chance to test them prperly.
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