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Fudge ideas? Report system to use Support Tickets instead of forum

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#109047 (In Topic #21379)
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Hi everyone.

Is there a way I can fudge the ocPortal code so that both the report system in ocforum and the reportcontent addon module creates new support tickets for reports instead of new forum topics?

The reason for this request is because with its current set-up, staff cannot reply directly to the user without creating a new private topic; if they do, it's only visible to staff and not the user who filed the report. The Lovinity Community wishes to operate on a streamlined moderation module focusing heavily on communication. If I can fudge the code so the report systems use support tickets instead, it would allow us to communicate more effectively with these users, gather necessary info to finish report investigation, and notify them of report statuses. Not to mention, we can simply close the ticket when it's done instead of having to remove/move it from reported posts forum in order for it to disappear from the Admin checklist. And the records for the report would still be present in case if they need reviewing later.

I greatly appreciate your help! FYI my version of ocPortal is the latest as of this post... 9.0.19 .
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Posted
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#109049
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Hey,

Looking at the code for how reported posts are counted on the staff checklist block, it does seem a bit bizarre how it works. It should not count closed topics. We'll fix that in the next patch release.

As for having reported stuff going into tickets, the main reasoning not to do that is staff may need to discuss amongst themselves privately and with possible sensitive material. "Hey, this post reported by Harold, he's been doing this kind of thing a lot - do you think we should ban him" "Well, he did mention to me he's had some problems in his home life, maybe we should cut him some slack" kind of stuff.
Ideally I want to fold reporting into the messaging system (like contact us), rather than the tickets system. That way it does simplify things down, but without losing that private staff discussion aspect.

As for fudging the existing code, it could be done, but not completely trivially. Support ticket topics have additional meta-data that needs setting.


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#109051
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Though I understand your reasoning, I do have a couple disagreements with the current plan.

My first issue with the contact us system is that it is a spam bot magnet. I've had this issue on my website. I'd get constant messages from spam bots through the contact us system... and no where else. I eventually had to force people to use support tickets for all issues and remove the contact us block from the feedback page.

My second issue is in regards to private messages among staff. I thought you could do that with support tickets as well, as indicated here:



And with regards to how trivial the fudge is, I've had to do some pretty complicated stuff with ocPortal coding for my website, so if it's not an easy fudge, I understand, but could probably try it anyway.

Thanks Chris!
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Posted
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#109052
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I'd totally forgotten about "staff only reply". I'll leave a note in the tracker issue relating to this, maybe we can merge messaging and tickets and reports completely together then.

"staff only reply" works via a total hack, but it works. It works by encoding a staff reply as a whisper to the Guest user (and guests can't read whispers anyway). Maybe we should make a proper field in the database for it.

Nothing is going to happen for the foreseeable future though, as just getting v10 done is big challenge, so we can't begin to think about v11 until some time after v10 is released.

As for spam, you can enable "Use CAPTCHA on feedback page". We don't have it on by default just in case someone has a serious problem with the CAPTCHA and wants to report it.


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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
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#109054
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That would be wonderful if they could all be merged together; IMO that would make for very streamlined moderation.

I can imagine v10's challenge. I've been trying to use the alpha builds on my server for some time to follow the progress and to uhm *cough* fudge things into my v9 installation. One thing I fudged was the obvious one from the attachment: buttons. Images as buttons (the old ones) was becoming a real pain for my users to be able to see as well as use on mobile devices, so I stole the v10a ones and added my own icons XD.

Anyway, in response to spam, I had failed to mention CAPTCHA was actually enabled. These bots somehow were able to pass them up (or maybe they were actual people paid to spam). But regardless, it was a spam magnet and I also forgot to mention was a target for SQL injection attempts.

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Posted
Item has a rating of 5 (Liked by Chris GrahamLiked by KingBast)  
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#109068
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(Reason for double-post: significant new info)

Alright so I spent several hours toying around with the code of ocPortal. I was able to make a super dirty fudge for OCP v9 that utilizes the support tickets system instead of reported posts forum when it comes to reporting content from ocforum or the reportcontent addon.

As I said it's a really dirty fudge, consisting of copy/edit code from other sources. So for a developer, it is not good for production. But it works.

Instead of a new forum post, it brings up a new support ticket box. It auto-fills subject as well as message... with the "put your report below" line so the user can add in additional information below. Using the report feature from OCF or reportcontent addon opposed to directly using support tickets will force-use a specific ticket type (#) dedicated to tickets made from these report systems.

After filing the report, the website takes you directly to the new ticket.

Also forgot to mention technically the OCForum reporting uses the reportcontent addon now due to this modification; I didn't feel like copying code over... so decided to have them both use the same system.

If you'd like me to attach my custom files, please let me know.


Last edit: by Patrick Schmalstig
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