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Akeeba Ticket System

#33339 Select A User and Ticket Status Bugs After ATS Upgrade

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
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Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version
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PHP version
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Akeeba Ticket System version
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Latest post by SatIntAKB on Friday, 03 July 2020 10:41 CDT

Thursday, 02 July 2020 10:26 CDT

SatIntAKB

Good afternoon, 

We have recently upgraded our Joomla website in the following way:

  • Joomla version 3.7.4 to version 3.9.19
  • PHP version 5.5.30 to version 7.2.31
  • Akeeba Ticket system version 2.4.3 to version 3.4.1


Two bugs with the front end of the ticketing system have been found. These bugs only appeared after the above three upgrades were completed. 

Bug 1: Select A User
When creating a new support ticket, there is a button called "Select a User". Nothing happens when this button is clicked. Chrome dev tools shows the following output in console:

Uncaught ReferenceError: ats is not defined
at HTMLAnchorElement.akeeba.ATS.NewTicket.onUserSelectClick (NewTicket.js:47)
at HTMLAnchorElement.listenHandler (System.js:753)
akeeba.ATS.NewTicket.onUserSelectClick @ NewTicket.js:47
listenHandler @ System.js:753

Bug 2: Changing ticket status
We have a custom ticket status defined as 1=Escalated (configured in the admin component). If you try to change a ticket to have this status an error is displayed. I have attached a screenshot of what is shown in the browser. We have another custom ticket status defined as 2=Escalated - Hold and clicking on this does not produce the same error. Clicking on any of the main statuses also does not produce an error (open, pending, closed).

Please let me know if you need any more information to troubleshoot this issue and any help will be greatly appreciated. 

Kind regards,
Dale

Edited by on 2020-08-01 17:45 CDT

Friday, 03 July 2020 03:47 CDT

tampe125

Hello,

thank you very much for the report.

There was indeed an error in choosing the user, can you please download the latest dev release and try again? That should fix your issue with changing the ticket status, too.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 03 July 2020 05:26 CDT

SatIntAKB

Hi Davide,

The dev release fixed both problems.

Thank you for your help.

Kind regards,
Dale

Friday, 03 July 2020 07:44 CDT

SatIntAKB

Apologies but I have one more question. 

The dev software was installed on our testing environment but soon we need to update our live production site. Do you know when these fixes will be released to your next stable version of ats? 

Kind regards,
Dale

Friday, 03 July 2020 08:48 CDT

tampe125

If everything goes as planned, we should release a new version next week.

Davide Tampellini

Developer and Support Staff

🇮🇹Italian: native 🇬🇧English: good • 🕐 My time zone is Europe / Rome (UTC +1)
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Friday, 03 July 2020 10:41 CDT

SatIntAKB

Thank you - you've been very helpful.

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