Submit Button not working

7 Comments

  • Andrew J
    Comment actions Permalink

    What is the big button you are meaning? As far as I am aware, if you are blocked from updating a ticket, you must go and edit what if required and then have exactly the same options for submitting next time.
    Are you seeing a macro set status option lost, or do you have another plugin?

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  • Tobias Hermanns
    Comment actions Permalink

    Hi Andrew,

    I mean the button from screenshot the default submit button, not the arrow which go to all options.

    It's clear that I need add missing things and submit again with same options but let me go step by step.
    Let's assume ticket status is open.
    I want to set it to pending.
    For pending a mandatory field is missing
    I go to drop-down and select submit as pending
    My trigger will put ticket back to open because missing field for pending

    I fill out missing value.

    Zendesk will changed the button submit as open to submit as pending no need to go via drop-down.

    If I click now submit as pending it in backend submit as open.

    Only drop-down and submit as pending really execute pending.

    May you have a try?

    Thanks.

    Tobias

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  • Andrew J
    Comment actions Permalink

    Thanks Tobias, I'll give it a try.
    I almost always use the keyboard shortcuts.

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  • Dan Cooper
    Comment actions Permalink

    Hi Tobias, 

    It seems that you have some additional configurations in place within your triggers, automations, or apps that may be the underlying issue.  It may be worth looking into your events on the ticket to see if a trigger or automation may be the culprit here.  You should be able to see if a trigger fired that changed your status from the one you selected to Open.  

    If this is an app that is preventing the submission of the correct status, that gets into a place where your developer or the app provider may need to make an application adjustment.  There are ways that the app developers can update a ticket on a submit action, and it's possible that an app is coded to use Open instead of the option you've selected.  

    I would assume this is a trigger that is reverting your status on you back to open, so I would start by looking at the events log for your tickets and see if a trigger may be to blame.

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  • Brett - Community Manager
    Comment actions Permalink

    Thanks for jumping in Daniel and Andrew!

    Tobias, if you're unfamiliar with checking the events of a ticket feel free to take a look at our Viewing all events of a ticket documentation.

    Let us know if you're still experiencing issues :)

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  • Tobias Hermanns
    Comment actions Permalink

    Hey Brett and Daniel,


    nice to see your answer, but I´m quite familar with Events and Triggers.

    And yes it have something to do with a Trigger, if you´ve a Trigger with an "Open Event" i.e. some Mandatory field is missing when status changed to solve, the Submit Button will display "Submit as Solved" if you´ve the option "Stay on ticket".

    I create a one minute video to show you the issue in Sandbox and after view video or doing the self test, please tell me your next idea :)

    Reproduce Video:

    https://webstore.zyxel.eu/index.php/s/Kz2eCHRaeyCZwnq 

     

    Kind Regards,


    Tobias

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  • Brett - Community Manager
    Comment actions Permalink

    Thanks for the clarification Tobias!

    We will most likely need to investigate this further so I'm going to create a ticket on your behalf so our Support team can take a look. Definitely something wonky going on here. You'll receive an email shortly from us.

    Thanks!

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