Tickets Plugin 🎟

[Juno]

I am having an additional similar issue though. I can’t seem to use the ticketing plugin with private messages.

The ticket button appears but I can’t select priority, status or reason. I enabled tagging for private messages in my discourse settings.

Edit:

I believe there is a bug with the “tickets include group” setting. Leaving it blank solved the above issue. It may have been because the group was already assigned.

[tobiaseigen]

Hi Juno! Great

@Juno

I believe there is a bug with the “tickets include group” setting. Leaving it blank solved the above issue. It may have been because the group was already assigned.

Cool! I have been having this same issue since a recent update to discourse. I have now made this setting blank so will see what happens. I did notice that by manually inviting that group to the message brings the ticket tag pulldowns back to life.

As regards @foohonpie feedback… thanks for it! It’s always good to have more people try it and give feedback on the experience.

I don’t share your requirement that tickets be assigned to more than one person at a time, and that (along with your attempts to make it fit your requirement) seems to be a source of all of your assignment woes. Also all of your “Integration was both good and bad” feedback.

As regards your “Other minor issues” feedback - I agree with you here. The interface for viewing and filtering tickets needs a review, both because it is buggy and because maybe there is a better way to do it. I’ve suggested some next steps above. Would love to hear input on those suggestions, or offers to help!

@FoohonPie

There’s also the issue I mentioned in my post above about case sensitivity breaking individual staff members’ personal ticket views.

This is a known issue that I do hope @angus prioritizes. Also mentioned above.

[FoohonPie]

Thanks for the update! Also btw, I should mention regarding this:

@FoohonPie

given our workaround leading to duplicate ticket-topics, the “Latest” views within the forum quickly suffered from self-inflicted spam and also became fairly useless. We tried to use tickets as group PMs to get around this, but then they wouldn’t show up in the tickets view, so we stuck to regular topics.

I’ve since discovered that we can mute specific categories, which would have solved this problem entirely.

Humorously enough (because laughing saves me from crying ) the external tool we switched to, for as nice as it was, became a ghost town just as I feared. I may give this one another go with a change in approach this time around.

It turns out, a good tool that gets used may be better than a better tool that doesn’t.

[angus (Angus McLeod)]

@Juno

I believe there is a bug with the “tickets include group” setting. Leaving it blank solved the above issue. It may have been because the group was already assigned.

This bug is now fixed

cc @tobiaseigen

bugfixes

[GeertClaes]

I still haven not figured out how to turn a topic into a “Ticket”

You can create topics or pms with tickets via the api, however there is currently no UI to add tickets in the composer (coming soon).

1. How does one create a ticket via the api?
2. What is the update on the “coming soon” plan to add tickets in the composer?

[angus (Angus McLeod)]

@GeertClaes

I still haven not figured out how to turn a topic into a “Ticket”

You can add a ticket to a topic via the “edit topic” UI

@angus

• Tickets are added in the ‘edit topic’ UI (see screenshot below).
  …
  

Screenshot at Sep 24 17-32-04.png784×248 27.1 KB

@GeertClaes

• How does one create a ticket via the api?

You just need to make a normal API request to create a topic, and add is_ticket=true as a parameter.

Example

Results in:

See: https://discourse.angusmcleod.com.au/t/test-ticket-creation-via-ap/859

@GeertClaes

What is the update on the “coming soon” plan to add tickets in the composer?

@tobiaseigen Would you be able to set an agenda for this plugin? I’ll then see if I can fit it into my work agenda.

[GeertClaes]

Thanks @angus … apologies for the silly questions but how does one do a “normal API” request like the one in your screenshot? In my “edit topic” I don’t see the Ticket, Priority, Status or Reason? The “Unassign” also seems to be different in my setup?

[angus (Angus McLeod)]

@GeertClaes

how does one do a “normal API” request like the one in your screenshot

There’s some great documentation on the API here: https://docs.discourse.org

That screenshot is from Postman which is great for testing out API calls.

@GeertClaes

In my “edit topic” I don’t see the Ticket, Priority, Status or Reason? The “Unassign” also seems to be different in my setup?

That’s the composer you’ve got there. The Edit Topic UI can be accessed by clicking on the pencil here:

[GeertClaes]

Ok, so below is what my Edit Topic UI looks like. Does it matter if the topic is in wiki mode?

I may give this Postman thing a whirl.

[gerald]

Thanks for the detailed instructions!
I still hope to use this plugin someday as an option to provide support to my customers (users) - that they would be able to open a support ticket in some way.

[tobiaseigen]

@GeertClaes

Ok, so below is what my Edit Topic UI looks like. Does it matter if the topic is in wiki mode?

Looks to me like you need to enable the plugin. Are you sure you followed all the steps correctly to install it?

@GeertClaes

I may give this Postman thing a whirl.

It’s alot of fun! Here’s a screenshot to get you on your way. Note the is_ticket to enable the ticket and that you need a tags[] for each tag you want to add. Also, note that to assign tickets via the API you need to do a follow-up call which I have not figured out how to do via postman.

I also found this useful when learning how to use the API: Reverse engineer the Discourse API

[GeertClaes]

@tobiaseigen

Looks to me like you need to enable the plugin. Are you sure you followed all the steps correctly to install it?

I think so, I have the new Tickets tab in the admin panel and the 3 “ticket_” groups

[tobiaseigen]

maybe there’s a conflict with another plugin? can you try disabling the voting plugin temporarily and see if you see the TICKET button when editing a topic title?

[GeertClaes]

Disabling the voting plugin made no difference

[GeertClaes]

What are the correct steps to install this plugin? I just followed the following steps, just like any other plugin: Install Plugins in Discourse

[tobiaseigen]

There are also the notes in the OP.

@GeertClaes

I think so, I have the new Tickets tab in the admin panel and the 3 “ticket_” groups

Is it possible you have a typo in the tag group names? Should be tickets_ not ticket_.

[GeertClaes]

Nope, that was just my typo. I did enter a few tags in each group.

there is currently no UI to add tickets in the composer (coming soon)

This one still confuses me as I have no idea how to assign a ticket to a topic

There are three site settings (in addition to the enabled setting)

I’m not sure where these are or if I need to do something.

Here are the plugins I’ve installed:

[tobiaseigen]

@GeertClaes

This one still confuses me as I have no idea how to assign a ticket to a topic

Well, once you get it working right you will see what we see when editing topic titles. Promise.

@GeertClaes

I’m not sure where these are or if I need to do something.

Look in ADMIN > SETTINGS and search for “tickets”. Here’s what it looks like for me:

---

Aside - I’ve just been nudged that it’s time for you and I to get a room. If this still doesn’t get you on your way and you still need help with getting the ticket button showing up when editing topic title, please PM me.

Consider replying to more people

You’ve already replied 3 times to @GeertClaes in this particular topic.

Have you considered replying to other people in the discussion, too? A great discussion involves many voices and perspectives.

If you’d like to continue your conversation with this particular user at length, send them a personal message.

[GeertClaes]

Thanks everyone … especially @tobiaseigen

I thought I’d share my solution for others in the future. I had assumed that the fact that the Tickets Plugin shows up as “Enabled” in Plugins it meant that the tickets plugin is enabled. However, it appears that there is another “Enable tickets on topics?” setting. Maybe an idea to add this to the notes above?

[tobiaseigen]

@angus

@tobiaseigen Would you be able to set an agenda for this plugin? I’ll then see if I can fit it into my work agenda.

OK, I have edited the OP with my wishlist, consolidating info from various places where we’ve talked about it. Feel free to scale back ambitions or reorganize as you see fit.

@GeertClaes

I thought I’d share my solution for others in the future. I had assumed that the fact that the Tickets Plugin shows up as “Enabled” in Plugins it meant that the tickets plugin is enabled. However, it appears that there is another “Enable tickets on topics?” setting. Maybe an idea to add this to the notes above?

I updated the notes in the OP to hopefully address this concern. Let me know if you think my fix is good enough or feel free to improve further.