support module

I like the support module. Great job and glad you guys opened this one up. Paul's old module was superb so this will come in handy.

1. the open ticket row is displaying in yellow - see screen shot.
2. I have a quota set with browse access off. As an admin I opened a test ticket and this profile can view the ticket. should the quota only be able to see their own tickets?
3. also what is the admin link to the module? I have a different menu system in place. Is it site.com/ticket/browse/open

4. Based on the above, who is sent emails upon ticket changes and what setting is driving the emails?
updated by @dazed: 11/29/14 11:59:33AM

1) The ticket row will show in yellow if the user that opened the ticket is an admin user OR they are in a quota that has "Priority Inbox" checked.

2) Yes - make sure BOTH browse access and Support Ticket access are UNCHECKED for quotas you do not want to have access to support tickets - note admins always have access. In hindsight I'm not sure why we have both the "access" and "browse" checkboxes - I will check that out.

3) site.com/ticket/browse

4) Just like all email notifications in Jamroom, each user can set their individual preferences on whether or not to receive email in their Account -> Notifications section. If the that opens a ticket has the Priority Inbox option set in their quota, then an email is sent out to the master and all admins.

Hope this helps!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

ok good info. I changed the color because I could not read anything in the row. You may want to check that out.

Yeah we can add a color CSS rule for sites that are using a dark skin.

Thanks!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

ok so just looked at this again. I have a quota set with:

Support Ticket Access
create access
priority inbox
file attachments

When I login as that user, I see "Open Tickets", "Closed" and "Create Tickets". This seems correct except that under open tickets, they can see a test ticket the admin created. Should they only see tickets that they opened?

Yes. Is the user an admin user? I've never seen that issue here on Jamroom.net.

Thanks!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

I have that user in std user group.

I think I see what might be going on. If, as the admin user, you viewed THAT user's profile, then created a ticket, the _profile_id would be set that user's profile_id, and not the admin user's profile_id. In "real life" I don't believe you'd see this as an issue (we have not in many months here) but I will get a fix in for it.

Hope this helps!


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Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net

cool. thanks!

Can you guys check on another bug? I just uploaded the latest release but I had a ticket I opened as user that was "solved". That "user" gets a permission error trying to delete their own ticket. Not sure if it really matters but this was mac /chrome.

also, what do I need to do to be able to reply to the email so that it appears on the ticket? I just tested that out and I did not see an update on the ticket and I replied above the line.

Thanks!!
updated by @dazed: 10/15/14 06:53:09PM

I will check this - I believe only admin users can actually delete a ticket, so it's probably a template issue just showing the button when it should not.


Mailgun must be parsing your incoming mail - i.e. mail for your domain must be sent to Mailgun. I believe right now you have your domain hosted with a different mail provider, so that's not going to work.

Basically you need to put Mailgun "in the middle" of your mail. Mailgun does not actually host any email, so what you do is set Mailgun to be your incoming mail server, but you setup a ROUTE that simply forwards any incoming mail to a different domain you have setup to receive email (or gmail, or whatever). The Mailgun can take care of the incoming router and also forward all mail received over to your IMAP server.

Hope this helps!


--
Brian Johnson
Founder and Lead Developer - Jamroom
https://www.jamroom.net
updated by @brian: 10/16/14 07:05:54AM