Listing Support - Ask about your Ticket # status

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Re: Listing Support - Ask about your Ticket # status

Post by 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

Post by 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

Post by 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

Post by 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Step 1 (2 weeks): Back in May: I could not add an extension because I had a couple of old unpublished extensions that I dont develop anymore.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 I got a reply - "Its because I have old unpublished extensions).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

Post by 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

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

Post by 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

Post by 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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Re: Listing Support - Ask about your Ticket # status

Post by Alejo » Fri Nov 02, 2018 3:41 pm

Hello

I have a few tickets open related to reviews that have gone missing for my extension. Tickets are #22980, #23012, #23022.

JReviews has been around since 2006 and all these reviews that are being submitted are from legitimate clients. I've seen some of the reviews published before they were removed, but some other reviews where removed before I had an opportunity to see them. There's probably about 4-5 reviews that have now been unpublished.

I would really appreciate it if someone can take look into this. If it's the content of the review itself, then are you alerting the submitted that the review was removed and providing a reason so they can correct it? I have a couple of screenshots of unpublished reviews and to my eyes, they appear to be in compliance with the rules.

Thanks

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Re: Listing Support - Ask about your Ticket # status

Post by Alejo » Sat Nov 03, 2018 5:07 pm

Issue has been solved. Thanks to Daniel for taking care of it.
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Re: Listing Support - Ask about your Ticket # status

Post by cwjoomla » Wed Nov 14, 2018 8:28 am

Dear admins,

I would like to kindly ask about the status of ticket #22730 by CW Joomla, created on 5th October 2018. It has been more than 1 month already with no reply.
Thank you.

Have a nice day,
Pavel

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Re: Listing Support - Ask about your Ticket # status

Post by zyx » Thu Mar 14, 2019 10:38 am

Hello.
Please inform the status of tickets #24264 and #24265

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Re: Listing Support - Ask about your Ticket # status

Post by alledia » Sat Aug 15, 2020 8:00 pm

Hi JED team

Can I ask about REVIEWS-FXWU5AG3C9 and REVIEWS-VHD90Z000S, please?

These are reviews that should have been removed a couple of months ago, but are still showing.
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Re: Listing Support - Ask about your Ticket # status

Post by anibal_sanchez » Sun Aug 16, 2020 7:47 am

Hi,

Yes, you must send a ticket to remove each of the unpublished extensions from your profile.

Best Regards
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Re: Listing Support - Ask about your Ticket # status

Post by xfsgpr » Sun Aug 16, 2020 4:02 pm

alledia wrote:
Sat Aug 15, 2020 8:00 pm

These are reviews that should have been removed a couple of months ago, but are still showing.
Are you talking about reviews/comments by users of any extensions? If so then I don't agree this. USers comments whether they are favorable or adverse about an extension should remain for people to read them. It's always the case that some people may like the extension and some won't. That's life.

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Re: Listing Support - Ask about your Ticket # status

Post by anibal_sanchez » Wed Aug 26, 2020 7:58 am

Hi,

There is no ticket ID 21199. Please, send a new ticket asking for the removal of the extensions from your profile.

We'll check it as soon as possible.

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Re: Listing Support - Ask about your Ticket # status

Post by alledia » Mon Nov 16, 2020 6:48 pm

Can I check on REVIEWS-H598T1YAAQ and REVIEWS-YU1T7KQ44K, please?

Those are two spam reviews posted on the same day in October.
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Re: Listing Support - Ask about your Ticket # status

Post by alledia » Mon Dec 07, 2020 3:24 pm

Hi JED team. Could I give a gentle bump to this post above, please? Those spam reviews have up for a couple of months now.
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Re: Listing Support - Ask about your Ticket # status

Post by sanus70 » Fri Aug 20, 2021 7:37 am

Hi, I sent extensions to publish. The review marked a minor issue and i should create a ticket to recheck under “New Listing Support”.
Since the ticket system is broken, how can I submit the receck request?

kind regards

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Re: Listing Support - Ask about your Ticket # status

Post by webgobe » Fri Aug 20, 2021 2:53 pm

Who did told you that is broken? When last checked, was up and running.
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Re: Listing Support - Ask about your Ticket # status

Post by sanus70 » Fri Aug 20, 2021 3:16 pm

The page itself told me that
jticket.png
You do not have the required permissions to view the files attached to this post.

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Re: Listing Support - Ask about your Ticket # status

Post by webgobe » Fri Aug 20, 2021 3:32 pm

OK, thanks. Please, post an issue there: https://github.com/joomla/jed-issues/issues this way the right people will be notified and you will be keept up to date about the evolution of the issue. TIA.
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Re: Listing Support - Ask about your Ticket # status

Post by alledia » Thu Aug 26, 2021 8:23 pm

Can I check on REVIEWS-S4A9A4OZJC and REVIEWS-622E7AVM57, please?
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Re: Listing Support - Ask about your Ticket # status

Post by alledia » Mon Oct 25, 2021 5:09 pm

Sorry to be that person, but can I check on these, please? These are some really bad lazy and reviews that have been reported but not taken down.

For example, one user wrote "Not compatible with Joomla 4" and just copy-pasted "Joomla 4 website" into all the other fields. Spoiler alert ... the extension was marked as Joomla 3-only.


REVIEWS-78IG984OV8
REVIEWS-PG6O90T91W
REVIEWS-5XP228WOE0
REVIEWS-XQ680B76Y4
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Re: Listing Support - Ask about your Ticket # status

Post by victor92z » Wed Oct 12, 2022 8:31 am

I have opened a ticket for more than a month but no response (LISTING-M12E753FO6). Currently my extension has been discontinued and I cannot add new extensions either. What should I do?

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Re: Listing Support - Ask about your Ticket # status

Post by webgobe » Wed Oct 12, 2022 2:30 pm

What's the ticket number, the extension name, something to help me locate your ticket?
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Re: Listing Support - Ask about your Ticket # status

Post by webgobe » Wed Oct 12, 2022 2:40 pm

Ok, located it. You got this email when your extension has been suspended:
"Based on reports, for functioning the module needs to call back to your server. According to JED rules this is a not permitted action, you can not restrict the usage of your extension this way.
Please open a ticket under "Current Listing Support" to contact the JED team."
I see that you claim you have addressed the issues, so the module can be re-tested and re-checked. I asked my colleagues from Listings team to put this up on their priority list, unfortunately I can't do more - is not my desk.
We are severely understaffed, but still the one month delay is still way too much, I can admit that. Apologies.
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Re: Listing Support - Ask about your Ticket # status

Post by victor92z » Thu Oct 13, 2022 5:35 am

Thanks @webgobe, I got the support from JED Team.

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Re: Listing Support - Ask about your Ticket # status

Post by nicolas-hika » Mon Dec 04, 2023 1:57 pm

Hi,

1 week ago, a vulnerability ( which we were not aware of ) has been reported through the JED for our main extension, HikaShop. The extension was directly made unavailable on the JED.
A few hours later, we published a new version with the fix and then requested it to be published back with the ticket LISTING-BH86J2P391
Our extension is still not available on the JED one week later and it is hurting our sales badly. Please look into it as soon as possible.

Thanks in advance !
Nicolas

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Re: Listing Support - Ask about your Ticket # status

Post by mandville » Mon Dec 04, 2023 10:26 pm

nicolas-hika wrote:
Mon Dec 04, 2023 1:57 pm
A few hours later, we published a new version with the fix and then requested it to be published back with the ticket LISTING-BH86J2P391
Developers - How to get yourself RESOLVED on the VEL
Please solve the issues and:

To have your extension marked as resolved, please follow these steps:

Contact the VEL team* with a notice of resolution, the latest version number and a link to the security release statement on your website. (Please read this article for further information on making a security release notice). Create a JED listing owner ticket to the JED with a notice and ask that your listing be republished. Include the full details of your new version number and security notice page
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