Akeeba Ticket System

#27648 Cannot edit posts created by reply-by-email

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’

This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version

n/a

PHP version

n/a

Akeeba Ticket System version

n/a

Latest post by weeblr on Wednesday, 03 May 2017 03:36 CDT

Tuesday, 02 May 2017 05:39 CDT

weeblr

Hi

I updated recently to J! 3.7.0 and ATS 2.2.6. Since then, it seems I cannot edit posts that have been created through reply-by-email.

Editing posts work normally if they have been created through the front end. When trying to edit a post sent by email (creating the post itself is fine), the editing page is displayed normally but the editor field is blank:

- I only use this for other people tickets
- not tested with my own tickets
- happens the same from frontend or backend
- I cannot guarantee this is linked to reply-by-email, but other posts I can edit normally, as before the update, and this appears to be the common point between the few posts I cannot edit

Any clue?

Tuesday, 02 May 2017 09:44 CDT

nicholas

That's because these tickets don't have a bbCode representation, just HTML. You can't convert HTML to bbCode so when we retrieve a ticket from email we just leave the bbCode field empty.

You would need to go to Akeeba Ticket System, Options, Common and set Editor to WYSIWYG. This means that everyone composes and edits tickets in HTML using Joomla's WYSIWYG editor. With Joomla! 3.7 and the three distinct feature sets per access level you can have a simple editor for your clients and a more complex one for you (and your support staff). Before 3.7 you'd have to use JCE for that which is why one of the two reasons we had to offer the option of using bbCode and use it by default (the other was that back when I first wrote ATS mobile phones were not fast enough to handle WYSIWYG editors and I'm using mobile devices a lot when replying to simpler tickets).

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Wednesday, 03 May 2017 03:36 CDT

weeblr

Hi

Thanks, I guess I never had to edit a ticket that came through email then.

Not worth switching to HTML editor though, so I'll leave it like that.

Cheers

Support