My ideas above are low priority which is fine ⦠but can anyone still provide some advice on my 2 questions? Where/how to replace the Priority/Reason/Status in the following places:
where does the ā{{type}}ā come from which is used in the text? js.tickets.topic.select > Select a {{type}} because I want to rename this too
where/how can I change the Priority/Reason/Status items in the āselect a fieldā dropdown on /admin/tickets
@angus I am assuming I write to you here now about bugs with this plugin. Let me know if you prefer our other channels.
Weāve recently started having a new issue that may be a bug⦠perhaps a change in discourse has affected this plugin. Now, when adding ticket details to a message and adding the helpdesk group to the ticket, it looks like the helpdesk group is added but actually it is not.
Meanwhile, and this is worth testing separately to see if itās a bug with the assign plugin, the person in the helpdesk group I assign the ticket to is notified about it but does not have access. It seems to me this person should not be notified if they donāt have access to the message.
Looks like I misunderstood the functionality in the official Discourse Assign plugin when Angus and I started working on this plugin.
As discussed elsewhere, the assigned plugin is meant to be used to assign topics that need attention. Topics are then unassigned again when whatever the task is has been completed. Meanwhile, we designed the tickets plugin around the idea that tickets remain forever assigned even once it has been resolved, so we can follow up and help desk team colleagues who are allowing tickets to languish.
The assigned plugin has been improved recently with a new daily/weekly or monthly reminder message and improvements to the assigned activity page. With these improvements, itās more obvious how it is intended to be used.
Now that I understand it better, I think the assigned plugin gets it right and will start going through tickets on my system and unassigning those that do not need handling or that are resolved.
The new flow, I think, will be:
new tickets are not always assigned
tickets are assigned when followup is needed
once an assigned ticket is resolved, it is unassigned again
if someone replies or wants to reopen it, we reassign it
When someone leaves the team, one of the following happens:
they resolve and unassign their remaining tickets
they reassign their remaining tickets to someone else
an admin unassigns all their tasks or reassigns them to someone else
Two things come to mind that need some thought here:
@angus: the dashboard, when overhauled, will want to show (and be filterable by) people who were involved in a ticket⦠for various reasons⦠because it is about them, was started by them or contains replies by them, or was assigned to them at some point. The simplest way to handle this methinks would be to not try to distinguish between these various reasons and just list them together just like on the messages.
when a colleague leaves the team and is removed from the helpdeskteam group, they still have access to the messages they wrote or were involved in while they were in the group. This is a bit weird, though in practice it hasnāt been an issue so far. I guess if we have a problematic break with a colleague, which thankfully has never happened, we can anonymize their account when they leave.
@angus looks like my ticket system broke recently, perhaps also as a result of events plugin updates? As of this morning, the ticket tags are not available when editing message titles and then it becomes impossible to make any more changes until I refresh in the web browser or close and reopen the tab. In this case there is an error in the log that seems to refer to events.
I am doing a quick update of my discourse to see if recent updates fixes things. When it comes back I will let you know if it does.
Hereās the backtrace for the errors:
TypeError: Cannot read property 'events_enabled' of undefined
at r (https://community.namati.org/assets/plugin-third-party-b00e9ca3a937f62c59e9423868d9060c782a415960d1eb8dace484dd50630de7.js:3:24118)
at n.setupComponent (https://community.namati.org/assets/plugin-third-party-b00e9ca3a937f62c59e9423868d9060c782a415960d1eb8dace484dd50630de7.js:3:24216)
at n.init (https://community.namati.org/assets/application-f9e6f6819207e61f66ae15772bb734043a3cf73147d80dfe51497ec17116b0fd.js:33:13639)
at n [as init] (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:10:2282)
at c (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:9:26835)
at Function.e.create (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:9:28708)
at e.n.create (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:3:31978)
at t.i.create (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:5:17983)
at Object.evaluate (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:14:13469)
at e.t.evaluate (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:14:42)
TypeError: Cannot read property 'lastNode' of null
at e.t.lastNode (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:15:3516)
at n.t.lastNode (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:15:3516)
at i.r.lastNode (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:15:8412)
at e.t.lastNode (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:15:4839)
at i.o.evaluate (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:15:10929)
at e.r.execute (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:15:7722)
at e.t.rerender (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:15:11945)
at e.s.render (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:5:22193)
at Pt (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:7:3730)
at t._renderRoots (https://community.namati.org/assets/ember_jquery-0ae86c6a7527a99c2b9b8a11521273bd9cb4f7d41bc546df081b7ee94f26d9c3.js:5:24657)
csmu
(Keith John Hutchison - Ceiteach SeĆ”n Mac Ćistin)
79
I see the ticket button on edit but not on create ⦠is this a known issue?
Keith, looks like this bug has been fixed now - thanks for your patience! Can you try it now?
FYI, @angus uses his own discourse instance to manage his plugins and to discuss feature requests and bug reports. If youāre going to be actively using his plugins, Iād suggest you join us there. Hereās the topic there for this bug: