Ticket #204 (new defect)

Opened 2 years ago

Last modified 2 years ago

cannot submit ticket

Reported by: surfing69 Assigned to:
Priority: high Milestone:
Component: unknown Version: 1.1.3
Severity: normal Keywords:
Cc:

Description

last week i thought i submitted a ticket. However when i view tickets in my account there is nothing in there.

is there an issue with raising a new ticket?

Attachments

ticket-query.png (39.3 kB) - added by brian on 07/20/15 00:35:18.
surfing69's tickets
Change-email-address.png (19.5 kB) - added by brian on 07/26/15 14:27:48.
Change email address

Change History

07/20/15 00:35:18 changed by brian

  • attachment ticket-query.png added.

surfing69's tickets

07/20/15 00:36:35 changed by brian

However when i view tickets in my account there is nothing in there.

I tried clicking the "View Tickets" link at the top of the page and then set up a filter to display the tickets you have created (i.e. the tickets you have "reported") ~ three tickets were listed (see the attached screenshot).

Note that I did this search before I logged in.

If I log in and click "View Tickets" then the default action (at least for my account) is to list the tickets I "own" (i.e. the tickets which have been assigned to me) not just the ones I created (i.e. not just the tickets I have raised).

If you try to check your tickets while you are logged in you may need to remove the "Owner" filter, create a "Reporter" filter and "Update" the list of tickets.

I think the quickest way to check recent tickets is to just click the "Timeline" link on the menu at the top of the page.

When the "Timeline" page appears you can also tick the "Ticket details" box and then click "Update" in the "View changes..." panel to make the timeline page show any updates to tickets. If you click on entries in the Timeline page the relevant item will be shown (e.g. the ticket or the forum message, etc)

When you created the tickets you should have received an email showing the ticket details. Further emails will be sent when any changes are made to the ticket. If you did not receive these email messages please check that your forum account has the correct email address (click the "Settings" link at the top right of the page after logging in).

07/26/15 12:06:02 changed by surfing69

thank you for your repsonse

however navigating around this site is a nightmare

First of all when I go in to view tickets, I am of the opinion that I am the owner of my tickets and therefore all my tickets should be displayed under Owner as the filter.

I belong to the Microsoft Community forum and it is an absolute breeze navigating around their forum. Furthermore, when I click on My Account, ALL my tickets are listed. I expected the same on this site - obviously not.

When I submitted my previous ticket with attachments I wasn't sure if the process was successful as there was no apparent endpoint to the ticket submission - nothing was displayed to confirm that the ticket had been successfully submitted.

Finally I didn't receive an email showing ticket details. However I cant check if I have an email address associated with my account,and if I have, which one it is as 'My Account' doesn't show me anything - apart from being able to change my password. Normally in Forum websites the 'My Account' section usually displays the associated email address.

07/26/15 14:26:42 changed by brian

POPFile's ticket system uses "Trac" which is an Open Source Project providing an issue tracking system for software development projects. Trac is quite widely used.

First of all when I go in to view tickets, I am of the opinion that I am the owner of my tickets and therefore all my tickets should be displayed under Owner as the filter.

This is not how Trac works: the author of the ticket is known as the "Reporter" and the principal person responsible for handling the issue is known as the "Owner".

During the life of a ticket the "Owner" can change ~ for example if the Windows version of POPFile crashes when classifying an email message then the initial diagnosis might assume the problem is in the Perl code and the ticket will be assigned to a developer who is familiar with that code (i.e. this developer will become the ticket's "Owner"); if it turns out that the crash is really caused by a missing Perl module then the ticket will get re-assigned to the developer responsible for the minimal Perl (i.e. the ticket's "Owner" will change).

The Trac Ticket System page (on the Trac project's site) describes the ticket system. Unfortunately POPFile's online manual does not have much documentation about using the ticket system ~ I'll need to raise a ticket about that!

When I submitted my previous ticket with attachments I wasn't sure if the process was successful as there was no apparent endpoint to the ticket submission - nothing was displayed to confirm that the ticket had been successfully submitted.

The ticket would have been listed on the "Timeline" page ~ that is something I'll need to mention when I raise that ticket about documenting the ticket system.

I cant check if I have an email address associated with my account ... as 'My Account' doesn't show me anything - apart from being able to change my password.

In my previous response I did not ask you to click "My Account", I said "please check that your forum account has the correct email address (click the "Settings" link at the top right of the page after logging in)".

The "Settings" link is next to the "My Account" link, as shown in the "Change email address" screenshot I have attached.

07/26/15 14:27:48 changed by brian

  • attachment Change-email-address.png added.

Change email address