MAIAN MEDIA

My apologies for the slow response. Our users are taking screenshots of error messages, etc. with the Windows Snipping Tool and pasting them into the WYSIWYG editor. For new tickets, they display in the editor but don't actually get saved which results in us receiving a blank ticket. The images display if they are replying to a ticket. We have not made any changes to the editor settings.

Hello David,

We are running version 4.5 and really like the addition of the WYSIWYG editor. We are having an issue when users paste base64 images when creating a new ticket. It shows in the editor on their side but does not show up in the Admin Portal after the ticket has been submitted. The image does show up in the email notification we receive but the ticket is blank in the Admin Portal if they only paste a screenshot. This does not happen with ticket replies. Please advise what we can do to fix this.

Thanks!

Mike

A lot of times we copy and paste emails and other information into our tickets. Usually it would appear similar to:

From: Mike Doe
Sent: Thursday, July 21, 2022 11:35 AM
To: John Doe <jdoe@gmail.com>
Cc: Victor Doe <vdoe@gmail.com>
Subject: Printer ETA
Importance: High

John,

The ETA of the printer is 7/22/2022.

Thanks.

Mike Doe

With with WYSIWYG editor enabled, it looks like this with no formatting:

From: Mike Doe Sent: Thursday, July 21, 2022 11:35 AM To: John Doe Cc: Victor Doe Subject: Printer ETA Importance: High Stephanie, The ETA of the printer is 7/22/2022. Thanks. Mike Doe

The formatting is restored if I turn off the WYSIWYG editor.

Hello,

We are running version 4.5 and have found that legacy version posts are not falling back to BB Code with the with WYSIWYG editor enabled. There is no formatting for legacy version posts and they are very hard to read. Disabling the WYSIWYG editor restores the formatting for legacy version posts. Please advise what we can do to fix this.

Thanks!

Mike

Hello David,

I hope all is well with you and your family. Our daily ticket volume has grown exponentially over the past year. Increasingly, we have multiple tickets being opened or a new ticket and a admin reply at the same time. When this happens, only one of the email notifications is delivered. For example, we had a end-user open Ticket #20308 at 12:33pm. At the same time, a technician replied to Ticket #20161. The email notification for Ticket #20308 was delivered but was not delivered for #20161. Do you have any idea what would cause this?

I setup a fresh test install on another server and was able to reproduce the issue.

Thank you in advance for your assistance!

Mike Bauer

I work in the IT Department. All of us have staff accounts since it is our ticket system. None of the directors or managers in other departments do. I guess I could make a staff account for each department manager for notifications but set a random password so they can't get into the admin interface. We currently have to manually forward the ticket notifications to the manager of each department.

It would also be nice to have a carbon copy option. For example, replying to a ticket and need to keep someone else in the loop. This would definitely improve our communication when we have tickets that multiple people need to be kept up to date.

Thanks.

Thanks David. It would really be useful for us.

Hello David,

We have several departments that each have a director or manager. Some of the managers would like some insight as to what their employees are requesting.

Is there a way to carbon copy the director or manager of a department when a new ticket is created. It would be a nice feature to implement if not already available.

Thank you so much for all the hard work you have put into this ticket system! We have been using it for over 10 years and it has revolutionized the way we do business.

Thanks.

Mike

Hello David,

We are currently running Maian Support version 4.2. I configured the auto population options for some departments but it does not seem to be working. The subject, comments, and priority level will not auto populate when I go to the "Add New Ticket" page under Admin and select the department that I configured the options for. I have tried Chrome/Firefox on two different computers but it will not work. Please help us get this working.

Thanks!

Mike

The custom fields do show up on the notification email when someone opens a new ticket. I just can't figure out how to make the custom fields show up on admin reply notifications. The {CUSTOM} tag is not working for some reason.

David,

Is there a way to show custom fields on admin ticket replies? I modified the template and added the {CUSTOM} tag but it shows "N/A" on the admin ticket reply email notifications.

Thanks for all you do!

Mike

Thanks David! The Additional Notification Email Addresses option worked perfectly for our situation.

Hello David,

We have been using Maian Support since 2008, currently on version 4.0. It is an excellent product and there is not much that it can't do! I was wondering if there is a way to CC all staff members or a group email address on admin ticket replies. My technicians can check this in the office from the admin portal but it would be great if they could get replies via email when they are out in the field. This would keep them abreast of what is going with open tickets before they get back to the office.

Thanks for all you do!

Mike

David,

I did some further testing and determined that we only experience this issue with Internet Explorer 11 and not Chrome or Firefox. Do you have any idea why this might be happening?

Thanks for all your help.

Mike

David.

This issue is not resolved. That was just an example reply that I was providing you.

Thanks,

Mike

Disregard. I have resolved this issue. I will add additional information shortly.

David,

We recently upgraded from Maian Support version 3.0 to 3.1. Since upgrading there is no formatting when posting replies to the comments section. It appears correct in the editor but after the reply is posted the text is jumbled together with no line breaks.

Ex.
Editor:
Issue resolved by reinstalling Java.

Please let us know if there is anything else that we can assist with.

Thanks,

Mike

Posted:
Issue resolved by reinstalling Java. Please let us know if there is anything else that we can assist with. Thanks, Mike

We greatly appreciate your assistance with this issue.

Thanks,

Mike

David,

I checked the logs and the only file that has been written to is the MySQL_err_log.log. Here are the error messages associated with two tickets that were opened this morning.

MySQL Error on 15 October 2015 @ 08:13AM
Code: 1054
Error: Unknown column 'ip' in 'field list'
File: C:\inetpub\wwwroot\supportticket\control\classes\class.tickets.php
Line: 51
- - - - - - - - - - - - - - - - - - - - - - - -
MySQL Error on 15 October 2015 @ 08:15AM
Code: 1054
Error: Unknown column 'ip' in 'field list'
File: C:\inetpub\wwwroot\supportticket\control\classes\class.tickets.php
Line: 51
- - - - - - - - - - - - - - - - - - - - - - - -

Thanks,

Mike

Hello,

We performed an upgrade earlier from Maian Support version 3.0 to 3.1. After the upgrade we are unable to get past the spinning loading wheel when opening a new ticket or making a reply to an existing ticket. However, the tickets do open and ticket replies will post if the page is refreshed. Everything else appears to be working great! We appreciate any assistance you can provide.

Please let me know if you require any further information. I look forward to your reply.

Thanks,

Mike

Mike Bauer
IT Director
City of Phenix City, AL
http://www.phenixcityal.us