Version 3.05 Issues

[joshlamerritt]

I figured I would go ahead and get the 3.05 issues thread started.

So far, I have found two issues:

1. Staff page still shows the web submission icon for all tickets, even if the ticket was created through email (letter icon) or by a staff user (phone icon). The admin page shows the correct icon.

2. Safari still looks pretty weird.

That's all for now. Very minor issues so far. Thanks for all the hard work, guys.

Josh

[joshlamerritt]

This doesn't seem to be causing any problems that I can find, but I'm noticing a bunch of errors in the apache error log:

-----snip-----
DEBUG: sql = SELECT COUNT(id) FROM perlDesk_calls WHERE status IN ( "OPEN", "HOLD" ) AND aw = "1" AND (ownership = "josh") at lib/PerlDesk/Call.pm line 54.
DEBUG: sql = SELECT COUNT(id) FROM perlDesk_calls WHERE time LIKE "4-11-2006%" at lib/PerlDesk/Call.pm line 54.
DEBUG: page = 1 at lib/PerlDesk/App/Ajax.pm line 113.
DEBUG: rows from 0 to 9 at lib/PerlDesk/App/Ajax.pm line 133.
-----snip-----

Seem to get these errors about every minute or so.

Any ideas?

Josh

[John]

Hey Josh,

Thanks for posting these, the second seems to be some sort of Apache warning; we are looking into that now.

Safari; can you clarify the issues you are having - I got myself a new Macbook today (very good!) but it appears to display fine in the current default install.

Thanks

John

[dkothlow]

I finally managed to get v3.05 installed, and running. My earlier issues were with the baseurl, it seems that v3.x needs 'cgi-bin' included in the install path, whereas earlier versions do not.

Now that I can view tickets, I am able to see some of the improvements. I like some, don't like others.

I see Josh's problem of all the tickets showing Web submission also.

Here's a quick list of issues - questions that I see / have.

1. I mentioned this before; when using a 'Pre-Defined Response', it erases the default 'signature'. How can I fix that?
2, When hovering over the tickets in the Staff Main page, some of the pop-ups show the original post, some the latest post. Is there any consistency with this?
3. On the Staff Main page, 'When Logged' and 'Last Updated' are the same. I have some tickets that were originally posted last week, I replyed to today, they show the same - '5 days ago'.
4. Can the 'New - Awaiting Response' also show previously logged tickets that are actually 'Awaiting Response', but not 'New'?
5. If I don't have the license for Chat, why is it showing on the Staff page?

What in the world is 'Company Responses'? I am the only 'Staff' member. Shouldn't the totals of 'My Responses' and 'Company Responses' be the same in this situation?

[dkothlow]

OK, I did some additional testing -

In my previous post - 3. On the Staff Main page, 'When Logged' and 'Last Updated' are the same. I have some tickets that were originally posted last week, I replyed to today, they show the same - '5 days ago'.

This appears to be only for email tickets - either that, or it doesn't work for previously logged tickets. Web submitted tickets do show different times (in my testing, anyway).

Also, is there ANY chance that the UserName could be included in the ticket list? I had previously modified my PerlDesk in v2.27 to show that, and it sure would be nice to see that. I realize that you can get that information by hovering over the ticket, but to see it at a quick glance would be nice.

The more I use v3, the more I like many of the new features. A few tweaks, and it would be great. I'm glad I stuck with it and tried to make v3 work.

Thanks for all the hard work, John, and your staff.

Dan Kothlow

[John]

Hi Dan,

The last updated column should be working fine since it's implementation, it has been tested on several platforms and installs/upgrades - let me know if you have any further problems though.

The icons for tickets, i.e. web/email and desk indicators have been re-implemented in 3.06 - it appears in the re-organization of the AJAX ticket listings this was an oversight - apologies for any inconvenience caused.

Username in the ticket listing... I would like this back in too, but we are very limited for space and already just struggling into a 1024 resolution - the 'last updated' column was quite widely demanded before so we made the switch. I will think of way to resolve this.

I'm pleased we are winning you over with Version 3, a lot of work has gone into it - and while some of the changes will take come getting used to, I hope they are for the better in the long term - things like the AJAX listing are there to make ticket management quicker, and easier for large installations.

Thanks Dan, suggestions/feedback always welcome.

John

[John]

BTW 3.06 hasn't been distributed yet, there are a few tweaks to be made after some feature changes. I'd anticipate it being released before Wednesday.

Regards

John

[dkothlow]

John,

Thanks for replying.
I agree about the Last Updated - I was one that petitioned for it as well.
<begin edit>
However, I think that it only updates for user updates to tickets via the web desk, it doesn't change at all for email updates. I just had 2 updates to tickets, within 5 minutes of each other. One was an email submission, updated with an email - the 'Last Updated' stayed at '2 days ago', where the web desk submission showed '3 minutes ago' - updated with the web desk.
Additionally, in a 1024 width resolution, I don't see the icons for awaiting response. Perhaps the menu items on the left could be narrowed a bit?
<end edit>

What are your thoughts on the other comments I made - you didn't address any of them -
1. I mentioned this before; when using a 'Pre-Defined Response', it erases the default 'signature'. How can I fix that?
2, When hovering over the tickets in the Staff Main page, some of the pop-ups show the original post, some the latest post. Is there any consistency with this?
4. Can the 'New - Awaiting Response' also show previously logged tickets that are actually 'Awaiting Response', but not 'New'?

[joshlamerritt]

Another issue I have found is double-entries in the chat. When chatting, a response will be typed, but when you hit "enter" to send the response, it shows twice. I have experienced this both at the user end and the staff end. It seemed to me to be happening pretty frequently at the user end in the earlier versions of 3, but now I've noticed it happening at the staff end as well.

Josh