Can not submit new tickets

Hi @bpauljr,

Is this a fresh install, or did you make some changes/modifications? If it’s a fresh install with no changes, did you install process complete without interruption? Once you installed, did you make any settings changes related to fields? Can you also try disabling other plug-ins temporarily to see if it solves the problem as well?

Hi @bpauljr,

I’ll keep watching here if you post some updates. I’ll mark this thread as resolved as it relates to general troubleshooting steps for working with this type of plug-in conflict.

Sorry for the delayed response, Yes this was a fresh new install. I have even tried to remove the plugin and all the files (check box under advanced before deleting) and reinstalling it. I did not do any additional changes to the fields, just a clean install.

FYI – I have also attempted to deactivate ALL plugins except for AS plugin and still got the same error. “It is mandatory to provide a description for your issue.”

Hi @bpauljr,

That is a strange issue and does not happen on a fresh install, so it seems like there might be some configuration issue, or a partial fail during the install process. If you try installing on a fresh clean install, do you still get that error? When you do that, can you find any differences between the new and old sites? (Either in the data base or in the files that you have installed) – that will help determine what the difference is which may use the issue with the “description” field.

I checked the box to remove the plugin completed upon deletion, but I am still seeing “awesome-support” values within my db. How can a run a cleanup and try reinstalling?

Hi @bpauljr,

It seems that the cleanup did not complete successfully and some existing meta data remains in your database for Awesome Support. It’s difficult to say why that data did not get removed, or if it was copied/backed-up from another plug-in which changed it slightly causing the data-remove process to not work.

Some possible solutions to this:
A) Set up a fresh new WordPress install to install Awesome Support (migrate if you have any existing data, but it seems like you don’t have existing data?)
B) Manually remove the Awesome Support entries in your DB (but back everything up before doing that. Option A is preferred, so only do option B if there is a something preventing you from doing option B.

I’ll mark this thread as resolved (in a general sense), but please add more questions here if needed for clearing your installation.

Hello, I am planning to buy a full year license, but Installed the AS in my customer website and everything is ok but the same problem.

I get the next error:

It is mandatory to provide a description for your issue.

I have already reinstalled the theme multiple times cleaning the data from the database, I would love to make this work to make the customer pay for the full support afterwards?

you can test it here https://partidoconservador.com/enviar-ticket/

I checked the console an I get a.widget.extend is not a function and of course I will be happy to provide admin accounts in private

• This reply was modified 5 years, 9 months ago by whgandalf.

I just played with it a little more and I found that when I disable the TinyMCE for the user posting the ticket, submit button works, I am afraid something is being loaded twice with the JS loaded, is there a way to force not to load tiny MCE from the plugin ?

I finished doing this in my functions.php file while it is fixed

function awesome_tickets_wp_editor_fix( $settings, $editor_id ) {
    $current_user = wp_get_current_user();

    if ( $current_user->roles[0] === 'wpas_user' ) {

         $settings['tinymce']   = false;
         $settings['quicktags'] = false;
         $settings['media_buttons'] = false;
     }

     return $settings;
     }

    add_filter( 'wp_editor_settings', 'awesome_tickets_wp_editor_fix', 10, 2 );

• This reply was modified 5 years, 9 months ago by whgandalf.
• This reply was modified 5 years, 9 months ago by whgandalf.

Thanks @whgandalf for the post. I experienced the same issue after an update of the AS (Awsome Support) plugin in WP (Wor Press) 4.9.8

In fact this issue is by the TinyMCE.

After installin the TinyMCE Advanced in my WP, to replace the current editor the issue persit.

So I uninstalled this plugin and then the issue desapeared.

But after of some hours the issue apears again.

As @whgandalf said, in Awsome Support — > settings — > styles, I desactivated the checkbox of ” use front-end editor”.

Then the issue totally desapears and a user can upload a ticket.

Word Press V 4.9.8 and Awsome Support V 5.8.0

• This reply was modified 5 years, 7 months ago by swamids.