Tickets: Help Desk and Knowledge Base [Paid] 2.10.3

[Xon]

How can we disable automatic thread creation for staff discussion? There is no need to create a thread if there is no staff discussion taking place.
I believe this is an old issue addressed years ago, popping up again.

For each ticket category set the Automatically create thread in forum option to (None)

 

[Alpha1]

For each ticket category set the Automatically create thread in forum option to (None)

This seems to control in which forum the thread is created. We do need staff discussion threads to be created, but only IF staff starts to discuss. Not upon Ticket creation, but upon onClick of the Staff Discussion tab. Currently it creates a mass of useless empty threads for no reason.

 

[Naz]

Naz updated Tickets: Help Desk and Knowledge Base with a new update entry:

Version 2.10.3

• Fix third-party addon compatibility for add-ons that extend \XF\Entity\User::toArray().
• Add prefixes to phrases for option groups, permission groups, and content types.

Read the rest of this update entry...

 

[Alpha1]

This seems to be a regression:

Tickets - Regression: Open ticket for user

IIRC we had this function on XF1 On user profile in moderator tools: Open Ticket for user And the same for Edit account under Actions /admin.php?users/user.469003/edit

nixfifty.com

We used this function a lot.

 

[Fulminata]

Add a proper answering machine! This has been asked a hundred times already.

 

[Alpha1]

Add a proper answering machine! This has been asked a hundred times already.

What do you mean with 'a proper answering machine'?

 

[Fulminata]

Automatic reply for tickets for each section. Like, "Please wait, we'll get back to you soon."

 

[Alpha1]

@Naz xf1 Tickets had escalation actions like email. Is this not functional anymore? It seems my email escalations no longer work after upgrade to xf2.

Could this be related to the mass of stuck jobs for Tickets and the alert issues?

 

[Alpha1]

Automatic reply for tickets for each section. Like, "Please wait, we'll get back to you soon."

It was there. I requested the functionality many years ago and Naz kindly implemented it. But now it doesnt seem to work anymore.

 

[Fulminata]

It was there. I requested the functionality many years ago and Naz kindly implemented it. But now it doesnt seem to work anymore.

100 messages per second. This feature worked very strangely and was removed.

 

[Alpha1]

Oof! I have over 3k pending tickets. How do I notify the users of those tickets that they need to respond or resolve, if email escalations no longer work?

 

[Naz]

@Naz xf1 Tickets had escalation actions like email. Is this not functional anymore? It seems my email escalations no longer work after upgrade to xf2.

Could this be related to the mass of stuck jobs for Tickets and the alert issues?

Yeah, the escalation stuff needs a rework and it's something I've been chipping away at. It was a bit too easy to configure a notification loop previously. I'm hoping to have the improved version of escalations in the next major version.

The alert issues you're seeing are with push notifications and I think because of a stuck push notification job. I've seen this happen before with an XF customer. I'll look further in to that with you this week.

 

[Alpha1]

We do need staff discussion threads to be created, but only IF staff starts to discuss. Not upon Ticket creation, but upon onClick of the Staff Discussion tab. Currently it creates a mass of useless empty threads for no reason.

@Naz am I correct to think that the XF1 version only created a new thread when the staff discussion tab was clicked?

 

[Naz]

@Naz am I correct to think that the XF1 version only created a new thread when the staff discussion tab was clicked?

Yeah, looks like it

 

[Alpha1]

Then this seems to be a bug or regression.