OST 1.6 RC2 Questions/Bugs

[solesurvivor]

I am in the process of testing OST and will eventually perform some customization to better suit our needs. We currently use eTicket but I am liking the way OST is built and its visually more easy for the customer.

I have installed latest RC2 release and have a few questions and problems. I am running IE 7 right now BTW.

Questions:

1. When responding to a ticket does the customer get an email with past threads of the ticket or do they just get our response? A lot of customers get confused when they just get our response they do not know whats going on and they do not usually goto the ticket system of ETicket to find out. They just reply back with what are you talking about and we have re-explain it all.

2. Will custom fields be in a soon future release and how long till this do you think?

FROM ADMIN/STAFF LOGIN:

1. When responding to a ticket I see an error in javascript on line 99 char 9 error: http is undefined. Also error on line 7 charater 5.

2. When trying to select a canned response and have it append to the response box it does not work.

3. I can't even access canned responses when creating a new ticket for a customer which is very important for us. We can even do this in eTicket right now.

FROM CUSTOMER POINT OF CREATING A TICKET:

1. Where is the captcha security image? I do not see one showing up. Is there someplace I need to set this to be on or is it even available in OSTicket? This is also a very important feature.

Thanks ahead for your help and I look forward to integrating OST soon.

[peter]

Great questions!

When responding to a ticket does the customer get an email with past threads of the ticket or do they just get our response? A lot of customers get confused when they just get our response they do not know whats going on and they do not usually goto the ticket system of ETicket to find out. They just reply back with what are you talking about and we have re-explain it all.The quick answer is no. osTicket uses a response template for replies and you can add instruction for the user to login to the system or simply use it as an "response available" alert without the reply.

Sending out a full ticket thread I think is an overkill and will potentially create problems parsing the email if the user add info to quoted reply making the thread even longer. You might as well use gmail at this point. That said, you are free to hack it if you prefer full ticket thread.

Will custom fields be in a soon future release and how long till this do you think?This is in the queue as requested feature. The plan at the moment is to stabilize the current version (v1.6.0) and start working on new features.


When responding to a ticket I see an error in javascript on line 99 char 9 error: http is undefined. Also error on line 7 charater 5.It seems like this is an issue with IE, FF works just fine. Any hackers using IE outthere? Help us solving the error.

When trying to select a canned response and have it append to the response box it does not work.This is related to http undefined. Canned response is fetched via ajax call.

I can't even access canned responses when creating a new ticket for a customer which is very important for us. We can even do this in eTicket right now.Staff's new ticket form is meant for opening new tickets not for responses/replies. Unless I am not understanding your question correctly . osTicket is not same as eTicket so the functionality differs to some extend.

Where is the captcha security image? I do not see one showing up. Is there someplace I need to set this to be on or is it even available in OSTicket? This is also a very important feature.Captcha is not implemented at the moment. It is on TODO list.

[Montclair]

Sending out a full ticket thread I think is an overkill and will potentially create problems parsing the email if the user add info to quoted reply making the thread even longer. You might as well use gmail at this point. That said, you are free to hack it if you prefer full ticket thread.

Please don't take offense. It's nice software and you've invested a lot of time, obviously.

However, I think many users will disagree on it being overkill, or at the very least, would like to have the last message quoted. Many people don't want to log in to a support system just to answer an email, and the original poster is right -- people will reply with "what is this all about again?" type questions.

How difficult would it be for you to add in quoting of the last message in the thread?

[Montclair]

I've added a mod to perform quoting. The thread is here:

http://osticket.com/forums/showthread.php?t=767