Listing Support - Ask about your Ticket # status

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anibal_sanchez
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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Wed May 02, 2018 8:08 am

Hi,

I've just contacted Daniel to revisit the ticket.

Thanks,
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Re: Listing Support - Ask about your Ticket # status

Postby starazure » Sun May 06, 2018 9:34 pm

Thanks for taking care of my previous issue above.

I have updated direct free download links for the following extensions as you have asked.

StarAzure Article Flipper
StarAzure Article Snippets
StarAzure Article Carousel
Last edited by starazure on Sun May 06, 2018 9:59 pm, edited 1 time in total.

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Re: Listing Support - Ask about your Ticket # status

Postby starazure » Sun May 06, 2018 9:35 pm

anibal_sanchez wrote:Hi,

I've just contacted Daniel to revisit the ticket.

Thanks,

He took care of it earlier this week. I was not allowed to edit my post to say it was done. Thank you !

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Re: Listing Support - Ask about your Ticket # status

Postby starazure » Sun May 13, 2018 10:49 pm

It takes a LONG time to get an extension published on JED. This is really frustrating as a developer. I have been trying to get some extensions published for almost 2 months now. JED support for tickets is really slow.

Step 1 (2 weeks): Back in May: I could not add an extension because I had a couple of old unpublished extensions that I dont develop anymore. Why should that delay addition of new extensions.

Step 2 (1 more week): I created a ticket asking why I cant add new extensions. I got a reply - "Its because I have old unpublished extensions). Instead of keeping the ticket open and deleting the extensions, it was closed.

Step 3 (1 more week): I created another ticket asking to delete those 2 extensions. After waiting more than a week, I got a reply that it was deleted but it was not.

Step 4 (1 more week): The ticket was not processed correctly and the extension was not deleted so I asked in the forum. One week later, it was deleted and I was able to submit extensions.

Step 5 (1 more week): I submitted 3 new extensions and made sure everything was checked with JED. There was one minor mistake that the download link was not direct. I fixed that on May 6 and its 7 more days now. If there is only a simple mistake like a link in the post, why should the ticket be closed and developers have to wait for weeks again?

Step 6( One week later - today) - Here I am 7 weeks after my extensions were ready still wondering when it will be published.

Seriously guys, if Joomla has to grow compared to wordpress, developers need the support. Developers should not have to wait weeks to be able to get an extension listed on JED. I know the moderators here are probably just going to blame it all on me and deny facts. But PLEASE that is not a solution. Pls think as a developer and people like us who contribute. If moderators dont have time to review tickets once in 2 days they should really not be moderators or additional people should be recruited. I am willing to contribute to reviews but things have to be improved.

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Re: Listing Support - Ask about your Ticket # status

Postby sozzled » Sun May 13, 2018 11:17 pm

I am sorry to hear that you've been having an ordeal with the JED team as far as your extensions are concerned but this may be a case of history repeating itself. In the past I've expressed criticism over the way that the JED ticketing system has been managed and, I think it's reasonable to say, there've been improvements in this area. I don't know if this topic is the right place for anyone to complain about individual problems that people are having and I'm not about to take sides in whether there's any legitimacy in how this particular matter has been handled but I would like to offer a few thoughts.

starazure wrote:It takes a LONG time to get an extension published on JED.
Above all else I think this is the most important point that we developers have been trying to make. It does take a long time for people to prepare their extensions for publishing on the JED. It's not merely the time involved in conceptualising an extension—designing, constructing and testing—there's also the marketing and "compliance" aspects. And, even after developers overcome the hurdles—as "reasonable" as these hurdles may be—that ensure that extensions satisfy the JED listing rules, the process is more often not as exciting as we would like to have expected.

It doesn't matter if extensions are free-of-cost or paid-for, as developers we rarely (if ever) receive feedback from people who use our products. All of which tends to disincentivise us from approaching the JED with any kind of enthusiasm.

starazure wrote:Instead of keeping the ticket open and deleting the extensions, [the ticket] was closed.
Frustrating, isn't it, when you continually open new tickets whenever you receive a reply—regardless of whether the JED team member's reply resolved an issue or not—merely to continue the process? I agree with you that this SOP increases everyone's frustration and drains our enthusiasm to engage.

For what it's worth, many of the thoughts expressed in the previous post are not new or unusual (although I'm somewhat surprised that improvements in the operation of the JED team over the last year seem to gone backwards); you may take some comfort by reading my thoughts—written a year ago: viewtopic.php?f=262&t=952408

I would like to say "hang in there". Perhaps one's patience can be improved by the taking of large amounts of coffee and sheer dogged persistence. The JED ticket system is a cumbersome beast but it's usually effective most of the time. Good luck. 8)
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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Mon May 14, 2018 5:28 am

Hi,

We're deeply sorry for your experience, and we understand your frustration.

@starazure At this time, JED has a ticketing system that it is based on a manual processing of every ticket. On top of this, the current system has been only implemented partially, and it lacks of many basic features, including task assignment or status management. So, we are currently closing all tickets after the reply and asking to send a new ticket again because there is no other way to cope with such a load of tickets in a proper way.

Additionally, your case required several interactions with the team, and on one occasion, there has been also a human error (yes, we're humans ;) ). We process all tickets on a weekly basis, but the last 2 weeks have been particularly busy to attend to J & Beyond. (In fact, I'm writing from Köln now).

To solve the current situation, we are going to be catching up on the following days. Hopefully, your case would not need more tickets and we could solve it definitively for once.

On the bright side, we have had a JED4 Sprint at JAB, and we have officially started to work on a new system, including a brand new ticketing system, automation and the new processing workflow to speed up our operation.

Since the new JED4 project will take many hours of a constant volunteering effort, and a volunteer can only collaborate a few hours per week (we are just a bunch of regular people, with our own daily jobs), we are opening a call to have more help on the task at hand. If you feel that you can collaborate, please join us in the effort to create the new system for the community.

Best Regards,
@anibal_sanchez - http://blog.anibalhsanchez.com

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Re: Listing Support - Ask about your Ticket # status

Postby sozzled » Mon May 14, 2018 5:34 am

Thanks, @anibal, and I wish you the very best of luck and success in making these long-overdue improvements in the JED ticketing workflow. It will be a refreshing change that, in future, tickets will not be closed until they've been fully and satisfactorily resolved. 8)
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Re: Listing Support - Ask about your Ticket # status

Postby starazure » Tue May 15, 2018 2:35 pm

So how many more weeks will I have to wait for ticket 21288 which was just an update to the direct download link ?
Thanks.


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