SCAND

Hi!

If ticket was created in osTicket and log file says “Ticket #xxx has been created” then this is issue outside of our plugin.

The issue may be related to how the PHP mail function, which is used by WordPress to send emails from your site, is configured.

Thanks.

Best regards,
SCAND team

Hi!

As mentioned in the plugin description, the only contact forms that send emails are supported, as our plugin hooks the wp_mail function to get a forms’ data.

Unfortunately we cannot help you as we have not used Fluentform and have not tested our plugin together with it.

Thanks.

Best regards,
SCAND team

Hi.

The Ticket Settings form needs to specify the name of the input element, not the actual email. It is assumed that the email will be specified by the user each time the form is filled out.

For example, if your form contains next input element for the email:

<input type="email" name="user_email" value="" />

then you should specify “user_email” as required field for Email in the Ticket Settings form.

If you need to submit a form with the same email all the time, then just add a hidden field and use its name as the value for the Ticket Settings form.

Thanks.

Best regards,
SCAND team

Hi.

Our plugin was not tested with Divi Form Helper, but as we see from the problem description, you need to add custom functionality to insert required information (user name and email) into hidden form fields before submitting the form. Remember that your form must call the ‘wp-mail’ action – otherwise our plugin won’t work.

In addition, the provided link does not open.

Thanks.

Best regards,
SCAND team

Hi.

The provided log is not full – there should be a reason why ticket can not be created. Something like that:

[2023-05-17 09:33:21]: Unable to create ticket: form is not found

or

[2023-05-17 10:46:35]: Unable to create ticket: Valid API key required

Also, the link after text “The page I need help with” is broken.

Thanks.

Best regards,
SCAND team

Hi Florian.

This is a special case and we don’t think we need to implement so complicated logic. There is an option to add filters and then you will be able to change values based on your requirements.

Just change ‘getRequestValue‘ and ‘getTicketValue‘ functions in ‘class-http-api.php‘ file as specified below.

getRequestValue on the #254 line:

private function getRequestValue($field_name) {
	$value = '';
	$request = $this->getRequest();
	if (strpos($field_name, '|') !== false) {
		$arr_keys = explode('|', $field_name);
		if (isset($request[$arr_keys[0]][$arr_keys[1]])) {
			$value = $request[$arr_keys[0]][$arr_keys[1]];
		}
	} else if (isset($request[$field_name])) {
		$value = $request[$field_name];
	}

	return apply_filters('scand_ostc_request_value', $value, $field_name);
}

getTicketValue on the #269 line:

private function getTicketValue($key) {
	$field_name = $this->getConfig($key);
	if (strpos($field_name, ',') === false) {
		// ticket value is single field
		$ticket_value = $this->getRequestValue($field_name);
	} else {
		// ticket value is a combination of multiple fields
		$value = '';
		$values = explode(',', $field_name);
		foreach ($values as $name) {
			$name = trim($name);
			$value .= ' ' . $this->getRequestValue($name);
		}
		$ticket_value = trim($value);
	}

	return apply_filters('scand_ostc_ticket_value', $ticket_value, $key);
}

Then call ‘add_filter‘ hooks, for example in your theme’s ‘functions.php‘ file, like this:

add_filter('scand_ostc_request_value', 'my_request_value', 10, 2);
add_filter('scand_ostc_ticket_value', 'my_ticket_value', 10, 2);

function my_request_value($value, $field_name) {
	if ('fields|3' == $field_name) {
		$first_name = $_REQUEST['wpforms']['fields'][3];
		$last_name = $_REQUEST['wpforms']['fields'][4];
		$value = "My name is {$last_name}, {$first_name} {$last_name}";
	}

	return $value;
}

function my_ticket_value($ticket_value, $key) {
	// point #4, value '[email protected]:Jesus Christ' in field#6
	$employee_abbreviation = explode(":", $_REQUEST['wpforms']['fields'][6]);
	if ('email' == $key) {
		$ticket_value = $employee_abbreviation[0];
	}
	if ('name' == $key) {
		$ticket_value = $employee_abbreviation[1];
	}

	return $ticket_value;
}

If it will cover your needs we will add ‘apply_filters‘ into next version.

Thanks.

Best regards,
SCAND team

Hi!

what values must i add to mail-tab, that works the contact form correctly with osticket.

It is all up to your needs, by the fact there can be provided any email. This is CF7 form and it works separately from our plugin. But CF7 form must be sent that our plugin catch the ‘wp-mail’ hook.

Thanks.

Best regards,
SCAND team

Hi!

Try using the latest version 1.0.9. To define a specific WPForm to process, simply add ID of the form in “Form Identifier” value in osTicket Connector settings in the following format – wpforms|23, where 23 is ID of the from.

Please let us know if that helps you.

Thanks.

Best regards,
SCAND team

Hi!

We did not consider this possibility before your request. We will check it out and get back to you.

Thanks.

Best regards,
SCAND team

Hi!

But I have a new OsTicket installation and there is nothing like json file in api folder

It’s okay, ticket.json is just an alias which define the type of response, in this case it will be JSON.

Second, is it matter when my page is alwais with https? What I should put to the url row then?? Every www page is nowadays with https but here it seems like some http path is needed. I don? have http solution…

Not sure we can offer solutions without seeing how both systems are configured. Please email to wordpress(at)scand.com if you are ready to provide access in admin panels of your WordPress and osTickets.

Thanks.

Best regards,
SCAND team

Hi.

The log shows that your WordPress installation with IP 213.27.255.212 has no access to the host where the osTicket instance is. This is not a plugin problem. It is a communication problem between your servers.

Please check the firewall settings on the machine with IP 20.238.46.226

Thanks.

Best regards,
SCAND team

Hi.

I have port 8700 open but it only works when I put the machine on port 80.

Not sure what this means.

You should provide the URL which is available from the host where WordPress is installed and the provided URL https://20.238.46.226:8700/ is available for me. So, it should works.

Could you enable logging option for out plugin, then send contact form and provide the log file?

Thanks.

Best regards,
SCAND team

Hi!

It does not matter which port you use. As well as it does not matter if it will be IP-address or domain name – any valid URI is allowed.

Could you provide screenshots of how you configured our plugin, please?

Thanks.

Best regards,
SCAND team

Hi,

No, the interaction as you described is not possible. The main purpose of the plugin is different – create a new support ticket in osTicket via contact form on WordPress site.

Thanks.

Best regards,
SCAND team

Hi,

The plugin works in the background when the wp_mail hook is triggered. It happens when a contact form is sent. This means, among other things, that user access to WordPress is not required, as well as specific user account in osTicket. The integration between WordPress and osTicket take places via API token you managed via osTicket admin panel.

Thanks.

Best regards,
SCAND team