Users can’t access their tickets

  • Resolved David Gewirtz

    (@dgewirtz)


    8 years, 8 months ago

    My users are suddenly getting messages telling them they can’t access the tickets they created. This appears to be after they post a ticket, I respond, and then they try to read my answer.

    This is proving to be annoying to everyone. Any ideas?

    Thanks,
    David

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    8 years, 8 months ago

    Hi:

    Can you double-check the capabilities assigned to your users role? They should have 5 of them: view_ticket, close_ticket, reply_ticket, create_ticket, attach_files.

    Also, can you please let us know what version of Awesome Support you’re using and whether you did any updates recently (either to Awesome Support, WP or any other plugins).

    Finally, can you turn on the wordpress debug flags and check the debug.log file to see if any errors are being thrown?

    Thanks very much.

    Plugin Author awesomesupport

    (@awesomesupport)

    8 years, 7 months ago

    Marking as resolved since there has been no additional activity on this thread.

    Thread Starter David Gewirtz

    (@dgewirtz)

    8 years, 7 months ago

    Sorry, I’m back. Users in question seem to be listed as Subscriber and Participant. Do I need to change all 684 users to something else? What’s the best tool to do that with? And is there a way to make sure new support users are automatically assigned to the right roles? This worked for a year or more and broke recently.

    Been doing automatic updates with ManageWP. Don’t know if Awesome Support updated or not, but it’s currently 4.3.2.

    I don’t have access to the files to set the debug flags at this time. I’ve got browser access only (I’m traveling).

    • This reply was modified 8 years, 7 months ago by David Gewirtz.
    Plugin Author awesomesupport

    (@awesomesupport)

    8 years, 7 months ago

    Hi:

    You just need to verify that the WordPress capabilities assigned to those users roles (subscriber and participant) include the five I mentioned – view_ticket, close_ticket, reply_ticket, create_ticket, attach_files.

    The easiest way to do that is with a plugin called USER ROLE EDITOR.

    Thanks.

Viewing 4 replies - 1 through 4 (of 4 total)

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