Author Topic: Forking (Read 1153 times)

chant · « **on:** January 31, 2011, 06:22:42 PM »

Would be a really good idea to fork the original plugin, but, what do you plan to addict in it?

Peter · « **Reply #1 on:** January 31, 2011, 08:18:31 PM »

Well that's why I asked for feedback

I've read that people would like to see the ability to change to whom an email is send, not just the Administrator email. That's one thing I know. I also seen some bugs with a submit button.
But mostly I would like to hear from users of the plugin, what they are missing, what they want. This worked well for the plugins I developed from scratch. The plugins expanded because users came up with idea's I never thought of.

chant · « **Reply #2 on:** February 01, 2011, 12:51:10 PM »

Ok...

I think that the original plugin is quite good, the only one problem is bugs, and I think that it is missing the possibility of uploading files, for example, screenshots, or files that is related with the support.

One other good thing to implement is "internationalization", I mean, the possibility to change the language in messages and in interfaces of the plugin. The idea is to make it easy to the user change the language by hand if their languages is not supported natively.

I dont think that it is necessary to change too much the way of how this plugin works actually.

Peter · « **Reply #3 on:** February 01, 2011, 01:13:32 PM »

So which bugs have run into. I fixed the submit button problem.

chant · « **Reply #4 on:** February 01, 2011, 02:04:23 PM »

Well,

It is impossible to know what are all the bugs... it simple start to behave wrongly depending on which plugins you use in your wordpress installation.

Maybe, this behavior happens because the way this plugin is done, for example, if it use hacks. Another idea is because the Javascript, it is very common that if you use one JS library, for example Jquery, and then use another plugin that uses another JS lib, for example MooTools or Dojo, or any other, it would crash, and will stop to work.

The easy way to fix would be to drop most JS in the codes.

The best would be to make workarounds to dont let any other JS codes crash this plugin.

hotcocoa · « **Reply #5 on:** February 02, 2011, 04:38:29 AM »

Hi Peter,

I've been developing a wordpress site for a client and came across this support plugin a few months ago and really liked it. I did notice some bugs in it and was disappointed that it looked like it had become abandonware. I happened to be testing the plugin yesterday to try to figure out where the bugs are exactly and fix them myself, when I found your posts the day before about forking this plugin. Although I am a programmer, I don't know quite enough php and javascript to fix this plugin myself unfortunately. I am thrilled that a fellow coder like you has become interested in taking on this on

In my testing of the plugin, this is what I found:

If you're not logged in as admin and you click the link in the admin email notification when a user submits a ticket, then you'll end up posting a reply as the user who submitted the ticket. It should be that when the admin clicks on that message link in their admin email notification they received, then they should be taken to the wordpress login screen and be forced to log in before they can respond to the support ticket. Ideally, after they log in, they should be redirected to the support ticket.

The other thing that is happening with the email is that some emails are all going into the spam folder (the ones going to my gmail accounts anyway). Not sure if there's a way to prevent this on the coder's end, but it would nice if the emails didn't just go straight to spam. Maybe the titles of the messages could be worded differently? Again, not sure, but I can see this being an annoying problem for the user.

The other bug I found was the ajax loader spinning infinitely, but it sounds like you already fixed that.

chant · « **Reply #6 on:** February 02, 2011, 01:11:32 PM »

I agree with hotcocoa,

There is missing some security with the tickets...

It is not acceptable that another user could view a ticket that is not his.

Also, an admin need to see a ticket in the backend side, not from the user perspective.

Well, I am not fully aware of what exist or not in the plugin, but I have some ideas.

What I propose is, aggregate the user ID to the ticket.

In a multi-admin environment it would be a nice idea. When an admin take a "open" ticket to solve, his ID is aggregated to it, and the same happen to the user who started the ticket, this means that when the user start the ticket, he need to be loged in. When a ticket is taken by one admin, the ticket goes to "solving" state, this ticket cant be seen to the others admin. Only when the currently admin leave this ticket, and the ticket goes to "unsolved" state. For "open" and "unsolved" ticket states, there could be some notification in the dashboard, only for admins, and a message asking for admins to take the ticket to solve.

News:

Forking