Tickets: Help Desk and Knowledge Base

Tickets: Help Desk and Knowledge Base [Paid] 2.12.4

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Great, thanks!

Not sure I'd call this a bug, but I noticed the error overlay appears with every page when using the system as a rejected or disabled member. Do you know if there's a way to disable the overlay?

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And a related feature request, can you make it so the Allow _____ users to use Tickets options also apply to the Knowledge Base? I'd like to direct these members to a help article which they can't view :LOL:
 
Another thing, unread isn't/wasn't working for items on the tickets list.

Easy fix, just had to modify nf_tickets_ticket_list_macros :)

Before: {{ $ticket.isUnread() AND !$forceRead ? ' is-unread' : '' }}
After: {{ ($ticket.isUnread() AND !$forceRead) ? ' is-unread' : '' }}
 
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Reactions: Naz
Just noticed that unapproving a ticket seems to mark it deleted, and the member can still view it (with the deleted label) on nf_tickets_member_view.

Sorry for the flood, don't get much time to dig into this stuff these days :)
 
@Naz

I'm trying to show a notice to members with unread tickets. Members with email issues (e.g. bounced emails) keep opening subsequent tickets, since they don't receive the email that we've replied to their ticket. I don't see criteria for unread tickets, but I do see $xf.visitor.nf_tickets_unread. Unfortunately, it doesn't seem to be updating correctly, as it never changes from 0.

If you could get this working it would be a huge help :)
 
Joe Link said:
Great, thanks!

Not sure I'd call this a bug, but I noticed the error overlay appears with every page when using the system as a rejected or disabled member. Do you know if there's a way to disable the overlay?

View attachment 330192

And a related feature request, can you make it so the Allow _____ users to use Tickets options also apply to the Knowledge Base? I'd like to direct these members to a help article which they can't view :LOL:
Click to expand...

Joe Link said:
Just noticed that unapproving a ticket seems to mark it deleted, and the member can still view it (with the deleted label) on nf_tickets_member_view.

Sorry for the flood, don't get much time to dig into this stuff these days :)
Click to expand...

Joe Link said:
@Naz

I'm trying to show a notice to members with unread tickets. Members with email issues (e.g. bounced emails) keep opening subsequent tickets, since they don't receive the email that we've replied to their ticket. I don't see criteria for unread tickets, but I do see $xf.visitor.nf_tickets_unread. Unfortunately, it doesn't seem to be updating correctly, as it never changes from 0.

If you could get this working it would be a huge help :)
Click to expand...
I'll check these out for the next update, didn't really get a chance to dig in to them this time around but thanks for letting me know! The unread column in particular actually looks unused but don't think it'd be much work to get that going.
 
Naz said:
I'll check these out for the next update, didn't really get a chance to dig in to them this time around but thanks for letting me know! The unread column in particular actually looks unused but don't think it'd be much work to get that going.
Click to expand...

@Naz did these fixes make it into this last update? :)
 
@Naz

The disable_this_link in ticket notification emails only gives users the option to stop all emails (sidewide), rather than stopping notifications for a single ticket. It appears to be because $actions is empty (see the email_stop_confirm email template).

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

Version 2.11.0

  • Replace escalations with workflows: automate actions on tickets matched by expressions, choose when each runs (on activity, once per ticket, or while matching), and preview matches before saving. Actions can change ticket properties and state, assign or unassign tickets, apply or remove prefixes and tags, post replies or internal messages, send alerts or emails, and create forum threads.
  • Add custom ticket views with expression-based filtering (including by assignee and state)...
Click to expand...

Read the rest of this update entry...
 
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Reactions: Xon
After updating the plugin, an error appears every 1-15 minutes

  • Error: NF\Tickets\Job\WorkflowCron: Call to undefined method NF\Tickets\Finder\WorkflowFinder::finder()
  • src/addons/NF/Tickets/Repository/WorkflowRepository.php:18
#0 src/addons/NF/Tickets/Service/Workflow/Processor.php(36): NF\Tickets\Repository\WorkflowRepository->findWorkflowsForList()
#1 src/addons/NF/Tickets/Job/WorkflowCron.php(24): NF\Tickets\Service\Workflow\Processor->getActiveWorkflows()
#2 src/XF/Job/Manager.php(275): NF\Tickets\Job\WorkflowCron->run(8)
#3 src/XF/Job/Manager.php(205): XF\Job\Manager->runJobInternal(Array, 8)
#4 src/XF/Job/Manager.php(89): XF\Job\Manager->runJobEntry(Array, 8)
#5 job.php(46): XF\Job\Manager->runQueue(false, 8)
#6 {main}
 
Elliott said:
After updating the plugin, an error appears every 1-15 minutes

  • Error: NF\Tickets\Job\WorkflowCron: Call to undefined method NF\Tickets\Finder\WorkflowFinder::finder()
  • src/addons/NF/Tickets/Repository/WorkflowRepository.php:18
#0 src/addons/NF/Tickets/Service/Workflow/Processor.php(36): NF\Tickets\Repository\WorkflowRepository->findWorkflowsForList()
#1 src/addons/NF/Tickets/Job/WorkflowCron.php(24): NF\Tickets\Service\Workflow\Processor->getActiveWorkflows()
#2 src/XF/Job/Manager.php(275): NF\Tickets\Job\WorkflowCron->run(8)
#3 src/XF/Job/Manager.php(205): XF\Job\Manager->runJobInternal(Array, 8)
#4 src/XF/Job/Manager.php(89): XF\Job\Manager->runJobEntry(Array, 8)
#5 job.php(46): XF\Job\Manager->runQueue(false, 8)
#6 {main}
Click to expand...
This is being triggered by the combination of some orphaned files in this add-on and this XF bug that'll be fixed in 2.3.12.

If you have command-line access, you can clear the old files with XF's built-in cleanup command. You can use the following command to see what will be deleted:

php cmd.php xf:file-clean-up NF/Tickets --dry-run

Remove --dry-run when you're ready to delete the unused files.

If you don't have command-line access, 2.3.12 should be out soon. 🤞
 
I think I've found another issue in 2.11.0. I have a ticket status called Pending with "Include tickets in this state in the moderator bar ticket count" disabled.

My default ticket view is Open tickets, and I intentionally include both Open and Pending statuses in that view so staff can work from a single queue.

However, the moderator bar count also includes the Pending tickets. For example:
  • 1 Open ticket
  • 4 Pending tickets (include_in_counts = 0)
  • Moderator bar shows 5 instead of 1

I verified the following:
  • Removed orphaned files using php cmd.php xf:file-clean-up NF/Tickets
  • Rebuilt the add-on
  • include_in_counts is correctly stored as 0 in the database
I also found that if I remove Pending from the default "Open tickets" view, the moderator bar immediately changes from 5 to 1. However, this also removes the Pending tickets from the queue, which is not the desired behaviour.

It looks like the moderator bar count is using the default ticket view count instead of respecting the include_in_counts status option.

Is this intended behaviour, or is it a regression in 2.11.0?
 
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