Submit ticket starnge behaviour

[Laco]

Dear All,

I just came cross to a strange behaviour, not sure if it's due to my settings or is a bug. I've duplicate it on 3.10.00 and also on 3.11.00 version.

In the user interface when I click press "submit a ticket" I see everything I need to fill before submitting the ticket and link on top of page showing correct path "Support Center » Submit a Ticket » Support".

However if you click to section ... "Submit a Ticket" ... in this path I will get a different page for submitting the ticket showing me as a first stage to choose department and then I see the page which I suppose to see.

Any clue?

I came cross to this when I've been trying the SLA and escalation in order to let different users to open ticket automatically in the department when they are assign. So far I've failed.

[Jamie Edwards]

Hi Laco,

I get this, is it the same as what you are getting?

1) http://jamie.kayako.org/screenshots/...3002060735.png

2) Select General http://jamie.kayako.org/screenshots/...3002060749.png

3) Click the 'Submit a Ticket' link http://jamie.kayako.org/screenshots/...3102060722.png

Takes me back to the department selection page. This is working as designed. If you are getting different results then please let me know.

[Laco]

Hello Jamie,

Sorry for the delay.

Well.. I get similar but in different order.

1) Once I choose submit ticket I see actually:
http://jamie.kayako.org/screenshots/...3002060749.png

... and I can submit ticket. No problem.

2) However if in the window above I will click to ... "Submit Ticket" ... in the "path link" under logo I will be redirected to:
http://jamie.kayako.org/screenshots/...3002060735.png

... and from here I can choose department where I can want to submit ticket.

Your steps seems to be correct but mine are swapped.

[Laco]

Moreover, if I would not click to this ..."Submit Ticket"... link under the log I would not be able to choose departments.

You can try it here with temporary account:

http://esupport.infortrend-europe.com/dev/support/

login: test@test.com
passw: test

[Jamie Edwards]

Hi Laco,

If you are being taken to the department selection page after clicking on the Submit Ticket link in the navigation path, then this is working as designed. To link to the ticket submit form FOR the department you have selected, then click on the link to the right of Submit Ticket.

[Jamie Edwards]

I have logged into your support area and confirmed this as working as designed. The 'Submit Ticket' link links you to the start of the Submit Ticket process.

[Laco]

Hello Jamie,

Thanks for your reply.

I'm not sure if we understand each other so I made some screen shots which are available here:

http://esupport.infortrend-europe.co...port/esup.html

I'm agree with your steps:
click on "submit ticket"->choose department page ->fill ticket details page->"submit ticket".

What I'm not sure is mine steps:
click on "submit ticket"->fill ticket details page->"submit ticket"

In order to see page "choose departments" I have to do following steps:
click on "submit ticket"->you will come to "fill ticket details" page->on this page click on "submit ticket" part in link under the logo->choose department page ->fill ticket details page->"submit ticket"

Thanks for help.

[Jamie Edwards]

I am very sorry Laco, but I am either being very blind and missing what you are saying but I cannot see where the problem is.

Here are my results:



1) Click Submit Ticket on http://esupport.infortrend-europe.com/dev/support/
2) I get taken to Department selection page
3) If I click , I get taken back to Department selection page



1) Click Submit Ticket on http://esupport.infortrend-europe.com/dev/support/
2) I get taken to Department selection page
3) I then select a department
4) If I click , I get taken back to Department selection page



1) Click Submit Ticket on http://esupport.infortrend-europe.com/dev/support/
2) I get taken to Department selection page
3) I then select a department
4) If I fill in the form and submit a ticket
5) If I click , I get taken back to Department selection page

[Laco]

Hello Jamie,

I'm not sure what magic you doing, but once I click on "Submit Ticket" icon on http://esupport.infortrend-europe.com/dev/support, I'm not taken to the department selection.

[Jamie Edwards]

Hi Laco,

You are right - but this is because it has been modified. Sorry, I would have pointed this out to you sooner (I assumed you made the modification and knew about it).

It links to: http://esupport.infortrend-europe.co...departmentid=1

It should link to (by default): http://esupport.infortrend-europe.com/dev/support/

I am guessing that the file inside includes/Widgets/widget.php has been modified to this effect.

[Laco]

Hello Jamie,

It's possible. I'm really new with Kayako plus a guy who build it is not any more in our company.

Anyway I quickly update the link so you can have a look what exactly I was talking about.
http://esupport.infortrend-europe.co...port/esup.html

But as you said it's possible due to those changes, I would need to check it.

Thanks a lot.

[Jamie Edwards]

Hi Laco,

I am 100% certain, widgets.php has been modified to change the link of Submit Ticket on the wrong page. Submit Ticket is meant to take you to the department selection page.