Tickets Plugin 🎟

GeertClaes · April 17, 2019, 6:59am

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 “{{type}}” 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 “select a field” dropdown on /admin/tickets

tobiaseigen · April 20, 2019, 4:12am

@angus I am assuming I write to you here now about bugs with this plugin. Let me know if you prefer our other channels.

We’ve 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 it’s 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 don’t have access to the message.

angus · April 24, 2019, 7:22am

@tobiaseigen I’ve scheduled the bug investigations for next week:

https://discourse.angusmcleod.com.au/t/tickets-various-bugs/906

angus · May 1, 2019, 5:25am

As promised, just took a look at this.

This one should be fixed now:

https://github.com/angusmcleod/discourse-tickets/commit/fa08732866a41350916fbfaba7ac54bc03681f22

I’m a bit confused by this one. How did you assign a non-staff member to a message?

tobiaseigen · May 1, 2019, 12:32pm

Moderators are staff but do not have access to all messages. Hence the need for a helpdesk group.

tobiaseigen · May 15, 2019, 4:13am

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, it’s 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 hasn’t 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.

tobiaseigen · May 23, 2019, 2:50pm

@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.

Here’s 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 · May 25, 2019, 7:43pm

I see the ticket button on edit but not on create … is this a known issue?

tobiaseigen · May 25, 2019, 7:58pm

Hi Keith! This is by design. You can only add the ticket details after saving the topic.

csmu · May 25, 2019, 8:24pm

I’m currently getting

When assigning values to a ticket.

What’s the process to resolve this? … the dialog is unclear … to me.

tobiaseigen · May 25, 2019, 8:27pm

Hi Keith! This is a bug that cropped up recently… I am getting it too. @angus can you take a look somewhat urgently?

csmu · May 26, 2019, 2:41am

I’ve got an issue where the values I’m putting in on the tickets are not being saved.

Example

Any pointers on how to debug?

csmu · May 27, 2019, 3:05am

Any known workarounds?

angus · May 27, 2019, 3:34am

@tobiaseigen @csmu I will take another look at it today, however I’ve yet to repro the ‘topic allowed groups is invalid’ issue on https://discourse.angusmcleod.com.au.

If you could attempt to isolate:

The type of topic it appears in
Whether it only appears when certain features are used
Whether there are any associated exceptions in the web console or /logs.

That would greatly assist the process.

Ideally, if someone could make a full bug report at Bug Report that would be great. Thanks in advance!

csmu · May 27, 2019, 3:37am

Would you like a login to our site?

tobiaseigen · May 27, 2019, 6:04am

Thanks, Angus! I will take a closer look at this tomorrow.

tobiaseigen · June 4, 2019, 1:25pm

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 you’re going to be actively using his plugins, I’d suggest you join us there. Here’s the topic there for this bug:

tobiaseigen · June 4, 2019, 1:31pm

FYI - this is a discourse bug: Bug - possible for admin to assign PM to moderator who does not have access to the PM

csmu · June 4, 2019, 9:07pm

We are actively using his plugins. I’ve joined up!

Anatolia · June 6, 2019, 2:54am

This is really a useful plugin, thanks. In my humble opinion, this should be a Core feature. Discourse doesn’t have an internal support system.