Listing Support - Ask about your Ticket # status

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Listing Support - Ask about your Ticket # status

Postby mandville » Wed May 18, 2016 12:43 pm

Detailed Support cannot be provided over Twitter, Facebook, email, Skype, this forum or any other method except the JED Listing Support.
You can contact JED editors by submitting a ticket through the JED Listing Support. http://extensions.joomla.org/support/support-tickets

We have to impose those restrictions in support to ensure a level of service and quality.

If you wish to ask about any suspected missing tickets or long time pending listings, please ensure you include your ticket number and extension JED developer name.

For user questions about an extension please use the appropriate forum http://forum.joomla.org/viewforum.php?f=715

Thank you for your understanding.
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the status of the #18806 ticket?

Postby SheriffDM » Thu Oct 19, 2017 4:50 pm

anibal_sanchez, hello!

Could you let me know what's the status of the #18806 ticket?

Thanks!
Last edited by toivo on Thu Oct 19, 2017 5:49 pm, edited 1 time in total.
Reason: mod note: split from someone else's topic - please create your own topics in the future

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Re: the status of the #18806 ticket?

Postby SheriffDM » Tue Oct 24, 2017 8:51 am

anibal_sanchez, hi! :)

We've fixed the plugin issue that you reported. Please check now, it's the #19047 ticket. Thank you for your prompt response!

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Re: the status of the #18806 ticket?

Postby anibal_sanchez » Tue Oct 24, 2017 10:44 am

Great.

A support specialist will process your ticket in a few days.

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

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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Wed Oct 25, 2017 2:46 pm

Hi,

We do not disclose in the forum the contents of a private ticket.

If you need to know the status of your ticket, please, ask about your Ticket # status and we will give you an update of the ticket processing status.

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

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Re: the status of the #18806 ticket?

Postby SheriffDM » Sun Oct 29, 2017 2:05 pm

Hello,

The answer in ticket #18765 - is the answer double from ticket #18806? Your recommendations were met on october 24 and updated

Best Regards,

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Re: the status of the #18806 ticket?

Postby anibal_sanchez » Mon Oct 30, 2017 12:22 pm

Thanks. The team will review the ticket soon.

A
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Tickets closed

Postby paulsimonrough » Sun Nov 05, 2017 3:23 am

Could Anibal check these 2 tickets 18876 and 18882

I had already updated the extensions and was asking for you to update the names of the listings at your end.

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

Postby SheriffDM » Mon Nov 13, 2017 11:04 am


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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Mon Nov 13, 2017 11:08 am

They look great.

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

Postby SheriffDM » Mon Nov 13, 2017 12:42 pm

Thanks! Created a ticket 19369, I hope it will be quickly processed.

Best Regards,

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Re: Listing Support - Ask about your Ticket # status

Postby SheriffDM » Thu Nov 23, 2017 10:21 am

Could you tell if it's possible to update the date when the plugin was added?

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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Thu Nov 23, 2017 10:39 am

Hi,

You sent the ticket on 13 Nov '17. We expect to catch up with the delay of JWC in a few days and be back in the queue under 7 days. Right now, your ticket is the fifth in the queue.

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

Postby SheriffDM » Fri Nov 24, 2017 9:10 am

Hi there!

You've informed me about the issues with the license. If I specify this address https://ucalc.pro/help/joomla/license.html , will it be okay?

Thanks!

Best regards,
Dmitry

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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Fri Nov 24, 2017 9:15 am

Yes, that's the standard GPL license.

In my personal opinion, it's better if you publish a single public license page on your site. It looks suspicious when the license is not published on the main legal page.

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

Postby SheriffDM » Fri Nov 24, 2017 9:20 am

anibal_sanchez wrote:Yes, that's the standard GPL license.

In my personal opinion, it's better if you publish a single public license page on your site. It looks suspicious when the license is not published on the main legal page.

Regards,


Do you mean that we should include the text of license from here https://ucalc.pro/help/joomla/license.html to this page on our website https://ucalc.pro/en/terms?

Best regards,
Dmitry

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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Fri Nov 24, 2017 9:43 am

Hi,

Yes. In general, it is expected a single place of reference for the legal stuff: ToS, software licenses, etc.

If the legal stuff is scattered around, eyebrows start to raise.
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Re: Listing Support - Ask about your Ticket # status

Postby SheriffDM » Fri Nov 24, 2017 11:00 am

Anibal, I totally understand your concern. I just consulted with our lawyer, what we can do is to add a new paragraph to our TOS (https://ucalc.pro/en/terms) saying that if a person wants to use a plugin or extension of our uCalc tool that was created using a third-party service like Joomla, a person also has to accept the terms of service of this third-party service (the software license of the Joomla extension).

Best regards,
Dmitry

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Re: Listing Support - Ask about your Ticket # status

Postby mandville » Fri Nov 24, 2017 11:06 am

moderators comment: this topic was not designed for in depth discussion on a particular site where using the ticket system would be best.
what we can do is to add a new paragraph to our TOS (https://ucalc.pro/en/terms)
it should be in all languages site wide not just English
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Re: Listing Support - Ask about your Ticket # status

Postby SheriffDM » Fri Dec 01, 2017 10:14 am

Hi, Anibal

In the ticket #19498, you informed me that the plugin was published. However, it has the "Unpublished" status. Could you help?

Best regards,
Dmitry

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Support Ticket Still New

Postby seyi » Mon Jan 22, 2018 3:57 pm

Hello,

I am a joomla developer and my listing was unpublished. I followed the instructions to open a ticket for 'current listing support' on Jan 15:

https://extensions.joomla.org/profile/t ... ils/20138/

Its been a week, I have received no reply, the ticket is still marked as new. Can you please let me know how long it takes in general to respond to a ticket?

Thanks

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Re: Listing Support - Ask about your Ticket # status

Postby ExtensionBase » Sun Jan 28, 2018 8:08 am

Dear Anibal Sanchez,

first of all thanks for your great efforts to make JED a better place.

Unfortunately i had to stay to submit a post here because i really want to solve that issue.

The case is open more than 2 weeks. I get responses from your team but each time they are inadequate and does not help me solving the problem.

I provided to you all required information at my ticket #20238 at Jan 27, 2018 11:28 UTC

I will be very glad to solve the issue immediately.

Thanks for your help and have a good day.

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Re: Listing Support - Ask about your Ticket # status

Postby seyi » Tue Jan 30, 2018 1:35 pm

At least you have a reply. I still have none, after 2 weeks. My ticket is just sitting collecting dust.

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Re: Listing Support - Ask about your Ticket # status

Postby seyi » Tue Mar 20, 2018 4:02 pm

Hello JED team,

Thanks for the work that you do. My extension was unpublished on Jan 15, for over 2 months now. I followed the steps to create a ticket to get it resolved. After 2 weeks of not hearing anything, I panicked and added another ticket on Jan 31. after reading some posts, I understand this then moved me to the back of the queue. Fair enough. I tried to close the old ticket, but the 'close ticket' button does not seem to work. Its been about 45 days since I opened the new ticket and have received no replies. Is there somewhere to see where I am in the queue so I can have an idea of when it will be looked at?

The ticket: 20284
Last edited: 31 Jan '18 23:26

Thanks for your time.

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What is the response time for Unpublished Extensions support ?

Postby starazure » Wed Mar 21, 2018 9:41 pm

I had a few free extensions. The site url was changed so the extensions were unpublished. I opened a ticket to get it published but in the past my tickets had no response for months.
Does anyone know how much time they take?

These are non commercial extensions so I dont have a ton of time to keep bugging for a response.

Thanks

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Re: Listing Support - Ask about your Ticket # status

Postby mandville » Wed Mar 21, 2018 9:48 pm

mandville wrote:Detailed Support cannot be provided over Twitter, Facebook, email, Skype, this forum or any other method except the JED Listing Support.
You can contact JED editors by submitting a ticket through the JED Listing Support. http://extensions.joomla.org/support/support-tickets

We have to impose those restrictions in support to ensure a level of service and quality.

If you wish to ask about any suspected missing tickets or long time pending listings, please ensure you include your ticket number and extension JED developer name.

For user questions about an extension please use the appropriate forum http://forum.joomla.org/viewforum.php?f=715

Thank you for your understanding.
HU2HY- Poor questions = Poor answer
Un requested Help PM's will be reported, added to the foe list and possibly just deleted
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Re: Listing Support - Ask about your Ticket # status

Postby seyi » Wed Mar 21, 2018 11:06 pm

Are you saying I need to submit a ticket to ask about my current ticket?

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Re: Listing Support - Ask about your Ticket # status

Postby mandville » Thu Mar 22, 2018 5:03 am

seyi wrote:Are you saying I need to submit a ticket to ask about my current ticket?


If you wish to ask about any suspected missing tickets or long time pending listings, please ensure you include your ticket number and extension JED developer name.
HU2HY- Poor questions = Poor answer
Un requested Help PM's will be reported, added to the foe list and possibly just deleted
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Re: Listing Support - Ask about your Ticket # status

Postby anibal_sanchez » Thu Mar 22, 2018 10:20 am

Hi,

In general, tickets are always answered within 7 days, and we try our best to answer and close the issue at the same time.

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

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Re: Listing Support - Ask about your Ticket # status

Postby starazure » Wed May 02, 2018 4:32 am

Our ticket 21199 was closed without correct action.

We are still getting the message:
You are not allowed to add an extension
You have unpublished extensions


I opened the ticket so that the 2 extensions below is removed:
StarAzure Page PreLoader
StarAzure Image GalleryPlus

Daniel responded to my ticket that the extenions are unpublished which they were already. Looks like they need to be removed so that I can add new extensions ?

Please do the needful. I have waited for a response to the tickt but now it has been closed but I still cant add extensions.

Thanks
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