Tickets Fixed Guest cannot see their tickets and get forwarded to create (another) ticket.

Alpha1

Alpha1

Member
There are various issues with guest tickets leading to duplicate tickets:
  1. After a guest creates a ticket, there is no instructional text for the guest.
    The guest doesn't know they need to go to their email to find the ticket again.
  2. If the guest goes to another page they loose the ticket and cannot access it again.
  3. If the guest clicks the department/category link, then they get a 'no permission' error. They should see their tickets.
  4. If the guest clicks the 'tickets' breadcrumb or navtab to see their tickets, they are sent to a page to create a new ticket. Which results in a mass of tickets because the user is stuck in a loop.
These are separate issues, but also very much intertwined.
 
ALfa1 said:
After a guest creates a ticket, there is no instructional text for the guest.
The guest doesn't know they need to go to their email to find the ticket again.
Click to expand...
I've addressed this but the page needs some improvement that I'm looking in to.
ALfa1 said:
  • If the guest goes to another page they loose the ticket and cannot access it again.
  • If the guest clicks the department/category link, then they get a 'no permission' error. They should see their tickets.
  • If the guest clicks the 'tickets' breadcrumb or navtab to see their tickets, they are sent to a page to create a new ticket. Which results in a mass of tickets because the user is stuck in a loop.
Click to expand...
I have a solution for this that could work but it isn't reliable. There isn't an easy way to track tickets associated to each guest unless they've authenticated themselves to one (i.e. created it recently or entered the associated password). I can see some confusion arising from this if a guest is looking for a ticket they're not authenticated to and it not appearing in the ticket list.
 
Could it be cookie based? It doesn't have to work permanently. Just for the session.
After the session they can access from email link.
 
ALfa1 said:
The build you just sent me today.
Click to expand...
I meant which of the four issues you outlined in the original post aren't fixed.

The first one should be ok with the build you have.
The other three need addressing.
 
ALfa1 said:
Any update on this? This seems to be a significant problem.
Click to expand...
I didn't actually mention it but I put some things in place to address this. Is there something I've missed?

This is what appears on ticket creation:
Screen Shot 2017-08-22 at 21.02.18.png
And this is what appears when a user clicks the tickets breadcrumb or navigates to the ticket area (if they have been authorized to view a ticket):
Screen Shot 2017-08-22 at 21.02.32.png

Admittedly if the guest navigates to tickets and does not have any tickets, they'll be directed to create a new one. The best way I can think of to deal with this case is to have a simple KB area but that's more for the next version.
 
Is this present in the rc3 build released 2 weeks ago?
Please update the build. I have 100 pending tickets which means 100 people waiting for help.
 
It works as expected? There have been no other changes to this other than the fixes I made to it in RC3.

Screen Shot 2017-08-30 at 12.13.56.png
 
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