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We (finally) updated our HelpDesk to 2.0 and we notice a clear lack of purchase status for items. No longer are status listed at the top of the ticket. No longer can you mark the status of items, there is only an “Approved” check box when adding them to a new ticket. All tickets pre-upgrade had their purchase comments changed to just regular comments.

  1. Is there a fix coming to bring back the purchase status for tickets? This seems like a major feature to leave out.

  2. Is there a way to correct the fact that pre-upgrade purchase comments are now marked as regular comments?

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Thanks for the feedback! I’ve reached out to one of the developers. We’ll see what she says. Hold tight!

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Hey, thanks for trying out the new helpdesk! Purchasing in the new helpdesk is relatively simple for the moment, but we have plans to improve the purchasing experience in the helpdesk. I can’t speak to the exact details as we’re still working them out, however.

As for your your second question, are you saying the purchase comments made before the upgrade are now public comments? Purchase comments should now display like the screenshot I’ve attached. Do you experience something different?

Thanks again for your feedback!

Dawn

Screen_Shot_2014-05-13_at_2.41.27_PM.png
Screen_Shot_2014-05-13_at_2.41.27_PM.png803×145 10.2 KB
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Yes Dawn, that’s what we are seeing.

old_purchase_comments.jpg

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I’m having difficulty reproducing the issue you’re seeing. I’m going to send you a PM for more info.

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Dawn,

I sent the file as requested but I haven’t heard back.

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Sorry for the lack of an update! I received your file but have not yet had time to dig into the issue. I’ll post back when I learn more.

Dawn

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Hi Adam,

This appears to be the result of an enabled setting in Settings > Purchases labeled "Purchase Ticket Notifications". Enabling this setting has the effect of making purchase comments public (send email notifications to your end-users), while disabling it sets them to private (no email notifications are generated to your end users). In the new helpdesk, public comments appear with a white background while private appear in gray. I noticed that the purchase comments on your install were displayed strangely, and discovered it was due to one of the plugins enabled on Settings > Manage Extensions. Likely it was the plugin that allows you to delete or edit comments.

This did illuminate an issue with the “Purchase” form in on the “Purchases” tab and “Related” tab in the new helpdesk, though. It appears we are not honoring the setting I mentioned earlier in this form, so I’ve opened a defect for that issue.

Thanks for the feedback!

Dawn

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So now I understand that the system is working intentionally. Older purchase status that were made before the upgrade being displayed as plain “comments” is intended, to our dismay. We much preferred the cleaner look of the purchase status with stages at the top of the ticket.

Your discovery from our data is (I assume) that despite having the setting “Enable status updates to end users” being turned on in the Purchases settings, new items that are added are displayed as notes rather that comments. They display as comments only after the purchase was made.

purchases.jpg

I am struggling to see how the edit comment features comes in to play here.

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Hi Adam,

Unfortunately, it might be visually confusing for others if we were to make comments that were actually public appear private in the user interace. I don’t think we’d support that sort of design out of the box, but it should be achievable using a bit of css in a plugin.

As for the edit comment plugin comment, I realize now that the plugin seems to modify the configuration of the purchase comment on purpose. On my monitor it looked a little strange (probably because I’m not used to the changes the plugin makes; looks like it takes the name of the product out of the sentence and places it to the far right). I didn’t know if you were aware of the changes the plugin applied or not. If you’re happy with it, then please disregard my earlier statement! :slight_smile:

Dawn

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I’m a bit confused by your statement: “it might be visually confusing for others if we were to make comments that were actually public appear private”

My issue is the reverse. I have two initial purchase comments (shown in the screenshot) that are private. When the item is marked as “Approved”, “Purchased” and/or “Received”, those comments are in the clear.

It is confusing to us that all of these stages “Added”, “Approved”, “Purchased” and “Received” are not all in the clear when our setting: “Enable status updates to end users” indicates that they should be.

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Well I guess that’s that.

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Hi Adam,

Apologies. It appears adding a purchase in the helpdesk is not honoring the advanced setting - it will continue to add a private comment even if you have selected to make purchase notifications public. It seems you have run into this issue. We have opened a defect to correct it.

Dawn

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