Support

Akeeba Ticket System

#34560 My Tickets and Assigned Tickets won't open ticket when clicking on ticket title

Posted in ‘Akeeba Ticket System’
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
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[email protected]

Hello,

I have discovered that I cannot view/edit any ticket from the menu items "My Tickets" or "Assigned Tickets". All of the tickets titles are displayed but when I click the title nothing happens. I appears that the browser (Chrome and Safari) refreshes, but doesn't open the ticket to allow editing. I have cleared my browser cache and deleted cookies but this did not help.

The following menu items do work as expected:

Submit New Ticket, Latest Tickets, Ticket Buckets

The user account is a Super User.

As an FYI, I did install a dev version of ATS as directed in a previous support case in an attempt to resolve a permissions issue. I did notice a day ago that there was an ATS update available and I do think I updated to that, but I am unsure how to get the specific build of ATS that is installed currently.

Your assistance is greatly appreciated.

Eric J

 

tampe125
Akeeba Staff

Hello,

let me connect to your site to take a look at your permissions. I have an hunch on what's going on, but I just want to double check.

I have made this ticket private so that only you and me can see the information posted here.

Please provide me with the following information:

  1. The URL to your site's administrator login page
  2. Super User username and password
  3. FTP connection information


Please allow up to one business day (GMT+2 timezone) for me to log in to your site and debug this issue. When I'm done I will post back. Once the issue is fixed, you can revoke my access e.g. by changing the Super Administrator and FTP passwords.

IMPORTANT INFORMATION
In order for me to help you fast and accurately, please provide the information by copying the form below, paste it into your reply and fill in the information:

----- Access Information Form -- START -----
Super Administrator access

  • URL to site's administrator page (e.g. http://www.example.com/administrator?foobar):
  • Super User username:
  • Super User password:


FTP connection information

  • FTP methods supported (e.g. FTP, FTPS, SFTP):
  • FTP Hostname:
  • FTP Username:
  • FTP Password:
  • FTP Port (if other than 21 for FTP and 22 for SFTP, ask your host):


----- Access Information Form -- END -----

Please make sure that you have tested the Super Administrator connection using a different browser or machine than the one you are using daily. Double check that logging in is possible and that the user has Super User privileges, i.e. it's not a regular Administrator. Make sure that your site does not block whole countries or IP ranges which would make it impossible for me to log in / connect by FTP. Finally, please do make sure that the FTP connection works and that logging in to it I have access to your site's files.

Kindly note that your site connection information and your site content is handled in strict confidence. Not only we are a reputable development company, we are also bound by law (EU GDPR) to do so. After you file your reply, the connection information to your site will be stored in an encrypted, hidden storage area on our site and will be automatically deleted when this ticket is closed. Finally keep in mind that the people providing support to you are the same developers who wrote the software you're using on your site.

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!

[email protected]

Hello,

My apologies for any inconvenience, I have discovered that the "Ticket Categories" menu item was changed to "unpublished" inadvertantly. After publishing, the ticket system now works as expected. 

I will now close my ticket.

EricJ

Support Information

Working hours: Typically we work Monday to Friday, 9am to 7pm Cyprus timezone (EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets, but we cannot respond to them, outside of our working hours.

Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!