SCAND

Hi.

You are right – topic is not required.

We will fix it.

Thanks.

Best regards,
SCAND Team

Hi.

The issue still on the osTicket side because next error “Unable to create ticket: Valid API key required” returns from osTicket API.

You should check logs in osTicket system. They are available when you logged in as admin.

Best regards,
SCAND Team

Hi.

It’s hard to give you answer without information how your configured our plugin and contact form.

Could you provide screenshots, please? Just send to [email protected]

Thanks.

Best regards,
SCAND Team

As I wrote we have many redirects and use your plugin a lot of years. Data is existing, but stored incorrectly. Probably, the issue related with migration to new version of our site and new DB accordingly.

Please resolve the issue, all is ok.

The global option does not work for me, I tried to use it.

Your SQL query uses the condition for match_url via “=”. So, if the data for match_url were stored with a slash at the end, the result is empty.

I think that the global option will work correctly if we create a new redirect, but not for existing data.

I have spent so much time to make sure that this problem is not related to other plugins, just to save your time.

If create a new redirect with the ‘Ignore slash’ option, it works. But this won’t work for us (as for many other people, I assume) because we already have a lot of redirects and they all have a slash as they were stored before you added the ‘Ignore slash’ option.

I have to update DB directly to remove slashes and set the properly value for match_data column.

In any case, I guess this info will helpful for other people.

Thanks.

Hi.

I guess that the problem is still here.

The Source URL /blog/2012/12/20/i-draw-a-new-year/ is not working, but /blog/2012/12/20/i-draw-a-new-year is okay.

I’ve spent about 2 hours for debug and found this

A slash is cut out from the passed $url and the query inside the method $url->get_url() works incorrectly:
SELECT * FROM wp_redirection_items WHERE match_url='/blog/2012/12/20/i-draw-a-new-year' OR match_url='regex'
instead of
SELECT * FROM wp_redirection_items WHERE match_url='/blog/2012/12/20/i-draw-a-new-year/' OR match_url='regex'

Could you explain why should use the Red_Url_Match class if $wpdb->prepare is sanitize the passed value?

Thanks.

Hi.

As we see the reason of failure is “Unable to create ticket: Valid API key required” and it means that API key was configured not properly.

Please check the settings of your osTicket instance. There should be an error log.
The log should contain information about IP-address of your WP instance. Copy it and create new API key.

Best regards,
SCAND Team

> Why is both topic and Subject required
Because they are required on the osTicket side. Here is a description of API.

> I’d like topic to be a drop down menu, is that possible
The drop down menu is possible. Please check 1 and 2 topics to see how you can do that via Contact Form 7.

> I enabled logging, but where are the logs?
The log is stored into plugin root folder. It should be here: \wp-content\plugins\scand-osticket-connector\osticket-connector.log

Best regards,
SCAND Team

Hi!

> Do I need to copy the form values from your screenshot?
No, it’s just an example.

> Couldn’t you have added this text to the information so that I could copy it without having to write everything manually from the screenshot?
It doesn’t make sense. All values provided as an example.

> What contact forms is this plugin compatible with?
This information is provided in the first paragraph of description: “Only contact forms, which send emails, are supported as our plugin hooks the wp_mail function to get the forms’ data”. Try using “Contact Form 7”.

Thanks.

Best regards,
SCAND Team

Hi Jimmy.

We mentioned in description section that our plugin will only work with contact forms that send email. So, you must have some contact form at first. And the contact form must contain “Help Topic”, “Email”, “Full Name”, “Subject” and “Message” fields at least.

> This is in email feild ?
No, it’s name of field on the contact form.
Here is a notice: Please provide the names of the form fields that will be used on the contact form.

> https://your.domain/api/tickets.json Is this on the page where osticket is?
Yes. If your osTicket available via https://support.company.com/ then properly value for URL field is https://support.company.com/api/tickets.json

/api/tickets.json is a route. It’s not a real file.

Thanks.

Best regards,
SCAND Team

Hi!

Could you provide full log file? There should be a reason of error below the array of data. It should looks like:
[2019-11-26 16:34:53]: Unable to create ticket: Valid API key required

2nd thing related to name of key in array. It should be ‘topicId’ instead of ‘topic’.

Thanks.

Best regards,
SCAND Team

Hi.

tickets.json is not a file and not a part of our plugin.
It’s resource of osTicket system.

Thanks.

Best regards,
SCAND Team

Hi Josh.

It’s not possible without custom development, as osTicket API allows to processing only specific fields. Full list you may find here.

Thanks.

Best regards,
SCAND Team

Hi.

Just activate ‘Enable logging’ option in the Settings page, then try to create a new ticket again and send the log to [email protected], please.

Thanks.

Best regards,
SCAND Team