Changes to new Create a Ticket form for support tickets

In the new “Create a Ticket” form…

1) To post a note about a plugin, please sort the list of plugin names. The list for Feedback is sorted.

2) The list is missing some plugins.

3) The Website field is required but some tickets (like this one) don’t relate to any specific website. Selecting Other still requires entry of a site.

4) When tickets are posted to the forum, single and double quotes are escaped with a backslash. See the text above.

  • Adam
    • Support Gorilla

    Hi Tony G,

    I hope you’re having a nice day and thank you for your feedback!

    1) To post a note about a plugin, please sort the list of plugin names. The list for Feedback is sorted.

    The post is not in alphabetical order indeed so I’m passing that to our developers.

    2) The list is missing some plugins.

    I’ve checked that but I might be missing something. Could you please help me a bit and list the plugins that you consider missing from there? I’d appreciate that a lot!

    3) The Website field is required but some tickets (like this one) don’t relate to any specific website. Selecting Other still requires entry of a site.

    I can confirm that, though I must say I”m not sure if that’s on purpose or not. I’m passing that to our managers as well so they could order a change if it’s not for a reason.

    4) When tickets are posted to the forum, single and double quotes are escaped with a backslash. See the text above.

    I have just tested this and can fully confirm. That’s something that our developers should fix so I’m reporting it to them as well.

    Thank you for your valuable feedback and pointing these issues out!

    Have a nice day!

    Adam

  • Tony G
    • Mr. LetsFixTheWorld

    Could you please help me a bit and list the plugins that you consider missing from there?

    Start with Membership. Given that the list is unsorted it’s tough to do a manual comparison. How about just copying the list/code from Feedback? :slight_smile: If the lists are manually maintained I recommend pulling from a common DB table. Then when a new product like Forminator is added, no code changes are required.

    About HTML escaping, I also noticed that if a ticket here includes greater/less-than signs that the text is interpreted and must be escaped. I think this would all be resolved with esc_attr and related sanitization.

    Enhancement: Please add the option to upload files.

    Rather …. I think it would be consistent to copy this bb-post.php form from the forum into the support ticket entry so that we can use all of the same formatting, attachments, and sanitization. I mean, why maintain two different form interfaces for the same environment?

    Thanks!

  • Adam
    • Support Gorilla

    Hi Tony G,

    Thanks for your response!

    The “single/double quotes” issue should already be solved.

    As for the other issues, I’ve passed that to our managers so they’ll sort them out with the developers :slight_smile:

    Thanks for pointing that all out!

    Have a nice day,

    Adam

  • Tony G
    • Mr. LetsFixTheWorld

    Yes, Item #4 has been resolved: Before and after the timestamp on my above “It’s not” note, the problem was still there. However, you are correct that the change was made on the following day.

    Item #2 has also been resolved as (oops) user error (Sorry @adamczajczyk) :zipper_mouth: : When entering a ticket we’re asked which site has the problem. It seems the list of plugins that follows is a dynamic selection of the plugins available on that site. When I’m reporting a generic issue and per #3 the site doesn’t matter but it’s required, I just enter the site that I’m currently working on. In my recent flurry of ticket postings of both features (where all plugins are offered) and tickets (where just the subset is offered) – I simply noted that the lists were different and unsorted, not recognizing at that time how those lists were being constructed. It makes sense that in a ticket for a site we probably won’t be entering a ticket for a plugin that is not currently installed on that site. see_no_evil:

    Thanks!

  • Adam
    • Support Gorilla

    Hi Tony!

    Item #2 has also been resolved as (oops) user error

    Thanks for explanation. That actually explains really well why I was confused as I wasn’t able to see any missing plugins there – I was testing it with a test setup where I got all of them installed :smiley:

    When I’m reporting a generic issue and per #3 the site doesn’t matter but it’s required, I just enter the site that I’m currently working on.

    Yes, I understand that. Like I said before, I have passed that “higher up the chain of command” :slight_smile:

    Kind regards,

    Adam