User Access Problem

Hi Chirag,

You’re getting the error “Sorry, support team members cannot submit tickets from here. If you need to open a ticket, please go to your admin panel or click here to open a new ticket.” because support team members cannot submit tickets from the front-end.

Support admins/agents should be using the back-end to manage their tickets.

Hi Julien,

Ok thanks to send me details. i want to get this functionality. when any user register or login. he or she can submit ticket from front end. They should not go to admin for that.

please give me details how can i do that.

Thanks,
Chirag

The plugin works that way:

• Users/clients register on the site and can then submit tickets from the front-end
• When a new ticket is received, an agent/admin will handle it from the back-end (in the Tickets menu item)

That’s how it works and how it needs to be used.

Hi Julien,

You are right and i want same on our website. but not sure why its give me a message sorry you can’t create a ticket. please give me some idea so users/clients can create submit ticket on front-end.

Thanks,
Chirag

I really think there is a misunderstanding about how the plugin works.

You have absolutely nothing to do after installing the plugin. It is just how it works. The error message you pasted above is absolutely normal: agents must use the back-end. Users however will be able to create tickets without you doing anything special.

Hi Julien,

You are right then why any user when get register can not submit a ticket for that. you can try yourself by do that. register and try to create a ticket. you will get same message.

Please i want solution for that.

Thanks,

Well at the moment I cannot test it because your site still has a redirect loop on the registration page which is most likely related to https://www.ads-software.com/support/topic/dont-get-login-form-and-register-form-on-page?replies=7

Hi Julien,

Redirection problem is solved. can you please once register and try to submit ticket and make sure how it give us any message.

Thanks,
Chirag

Indeed I see the same error message. Either you set an incorrect role for new users or you gave support users agent capabilities.

Based on what I can see in your admin you gave users agent capabilities. If you added the capabilities listed in our FAQ to users then you need to remove them.

Hi Julien,

How can i change new user to ticket agent and give them to add edit, delete ticket then not sure why still its not showing.

Please check both images which i have attached.
Let me know if i have done something wrong.

https://www.opensource247.com/images/default_role.jpg
https://www.opensource247.com/images/user_access.jpg

Thanks,
Chirag

First of all let me ask you this: is there a specific reason why you created custom user roles instead of using what Awesome Support created during installation?

No i think i have to install User Role Editor plugin for that. suppose delete that plugin then everything will work fine ?

Well the only thing you need to do is give your agents the role “Support Agent” and give support users the role “Support User” or give whatever role you’re using for the support users the exact capabilities listed in the FAQ.

Hi Julien,

Finally i got solution from Support.
Different types of questions give me answers ??

Thanks,
Chirag