Ticket system fails

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  • #51743
    Colin
    • Topics: 11
    • Replies: 20
    • Posts: 31

    Is there some reason why the ticket system is failing? I’ve tried maybe 20 times to get the ticket accepted and it never works.

    regards

    Colin

     

    #51747
    Matthew
    • Topics: 5
    • Replies: 487
    • Posts: 492

    Hi Colin,

    We’ve had several tickets come in today and no other reports of issues. Are you attempting to include a large attachment? If so this maybe preventing the ticket from submitting.

    If you have an attachment you wish to include, try zipping it up to reduce the size of the file, or use a could drive (like Dropbox) to share it via a link. Alternativley try emailing the file to [email protected] which has fewer restrictions on attachment size / type.

    #51751
    Colin
    • Topics: 11
    • Replies: 20
    • Posts: 31

    Hi Matthew,

    No attachments. Just text although it does include a few lines of code. I’ve tried rebooting. I’ve tried logging in/out as an Optuma user. I’ve tried the RESET button. The symptom is that

    1. it looks like it was accepted
    2. goes to the list of ‘my tickets’, which doesn’t have my new ticket in it.
    3. I press ‘new ticket’ and then I get presented with a corrupted (usually) version of my posting.

    Repeat endlessly. Repeat fails.

    Unsure of what to do.

    cheers

    colin

     

    #51755
    Matthew
    • Topics: 5
    • Replies: 487
    • Posts: 492

    Hi Colin,

    I’ll ask our network admin to check the system logs however i’ve ran several tests since your initial post again (including those with scripts) and each time it’s being submitted, so am not sure what is going on.

    You can try a different web browser, or try clearing the page cache using Ctrl + F5 to reload the page. If that fails, email your query to [email protected] and it will create a ticket in the system automatically.

    #51763
    Mark
    • Topics: 4
    • Replies: 135
    • Posts: 139

    Hi Colin

    The Support system may be sensitive to pasting in code and it would be failing most likely because of that.

    If the data is not too sensitive can you paste in here for us to check?

    Refer to this post if you’re not sure how to post formatted code into the forum. https://forum.optuma.com/topic/adding-code-to-forum-posts/

    #51775
    Colin
    • Topics: 11
    • Replies: 20
    • Posts: 31

    Hi Matthew,

    1. The forum has the ‘Visual’/’Text’ tabs, but the text option does nothing.
    2. The ticket interface does not have the ‘Visual’/’Text’ tabs

    So it’s not possible to insert code as recommended. You can go to <> HTML mode, tho, although it fails in the way I showed above. 

    Confusing. 

    Going to retry a new ticket.

    Sorry for the forum noise.

    cheers

    colin

    BTW I’m using Chrome.

    #51779
    Colin
    • Topics: 11
    • Replies: 20
    • Posts: 31

    Hi,

    I tried the same posting in the ticket system using Mozilla.

    Same crazy outcome.

    Since I last used the system (long time ago) the only thing that has changed is that I am a BETA tester.

    Is it possible this could be at the heart of the ticket system problem? Seems a bit of a long shot… gotta ask, tho.

    cheers

    colin

     

    #51783
    Colin
    • Topics: 11
    • Replies: 20
    • Posts: 31

    Hi Matthew,

    I tried a different form of the IF() statement to that I had trouble with. Bizarrely, it now works. Go figure. No idea why. Methinks it’ll bite us again in due course. We’ll see. So the reason for the ticket is now gone.

    Which leaves us with a second ticking bomb (the ticket system itself) that will go off when the next ticket arises! Finger crossed that’ll be a while!

    I’ll leave you in peace till then. Coffee time. 🙂

    cheers

    colin

     

     

    #51787
    Matthew
    • Topics: 5
    • Replies: 487
    • Posts: 492

    Hi Colin,

    Thanks for the update. We’ll keep reviewing the ticket system to see if we can repeat what you are seeing and fix it. In the meantime if you do encounter a similar issue in the future, please send the ticket as an email to [email protected] to get around the submission problem.

    • This reply was modified 2 years ago by Matthew.
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