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Listing Support - Ask about your Ticket # status

Posted: Wed May 18, 2016 12:43 pm
by mandville
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.

the status of the #18806 ticket?

Posted: Thu Oct 19, 2017 4:50 pm
by SheriffDM
anibal_sanchez, hello!

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

Thanks!

Re: the status of the #18806 ticket?

Posted: Tue Oct 24, 2017 8:51 am
by SheriffDM
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!

Re: the status of the #18806 ticket?

Posted: Tue Oct 24, 2017 10:44 am
by anibal_sanchez
Great.

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

Best Regards,

Re: Listing Support - Ask about your Ticket # status

Posted: Wed Oct 25, 2017 2:46 pm
by anibal_sanchez
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

Re: the status of the #18806 ticket?

Posted: Sun Oct 29, 2017 2:05 pm
by SheriffDM
Hello,

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

Best Regards,

Re: the status of the #18806 ticket?

Posted: Mon Oct 30, 2017 12:22 pm
by anibal_sanchez
Thanks. The team will review the ticket soon.

A

Tickets closed

Posted: Sun Nov 05, 2017 3:23 am
by paulsimonrough
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.

Re: Listing Support - Ask about your Ticket # status

Posted: Mon Nov 13, 2017 11:04 am
by SheriffDM

Re: Listing Support - Ask about your Ticket # status

Posted: Mon Nov 13, 2017 11:08 am
by anibal_sanchez
They look great.

A

Re: Listing Support - Ask about your Ticket # status

Posted: Mon Nov 13, 2017 12:42 pm
by SheriffDM
Thanks! Created a ticket 19369, I hope it will be quickly processed.

Best Regards,

Re: Listing Support - Ask about your Ticket # status

Posted: Thu Nov 23, 2017 10:21 am
by SheriffDM
Could you tell if it's possible to update the date when the plugin was added?

Re: Listing Support - Ask about your Ticket # status

Posted: Thu Nov 23, 2017 10:39 am
by anibal_sanchez
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,

Re: Listing Support - Ask about your Ticket # status

Posted: Fri Nov 24, 2017 9:10 am
by SheriffDM
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

Re: Listing Support - Ask about your Ticket # status

Posted: Fri Nov 24, 2017 9:15 am
by anibal_sanchez
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,

Re: Listing Support - Ask about your Ticket # status

Posted: Fri Nov 24, 2017 9:20 am
by SheriffDM
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

Re: Listing Support - Ask about your Ticket # status

Posted: Fri Nov 24, 2017 9:43 am
by anibal_sanchez
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.

Re: Listing Support - Ask about your Ticket # status

Posted: Fri Nov 24, 2017 11:00 am
by SheriffDM
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

Re: Listing Support - Ask about your Ticket # status

Posted: Fri Nov 24, 2017 11:06 am
by mandville
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

Re: Listing Support - Ask about your Ticket # status

Posted: Fri Dec 01, 2017 10:14 am
by SheriffDM
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

Support Ticket Still New

Posted: Mon Jan 22, 2018 3:57 pm
by seyi
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

Re: Listing Support - Ask about your Ticket # status

Posted: Sun Jan 28, 2018 8:08 am
by ExtensionBase
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.

Re: Listing Support - Ask about your Ticket # status

Posted: Tue Jan 30, 2018 1:35 pm
by seyi
At least you have a reply. I still have none, after 2 weeks. My ticket is just sitting collecting dust.

Re: Listing Support - Ask about your Ticket # status

Posted: Tue Mar 20, 2018 4:02 pm
by seyi
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.

What is the response time for Unpublished Extensions support ?

Posted: Wed Mar 21, 2018 9:41 pm
by starazure
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

Re: Listing Support - Ask about your Ticket # status

Posted: Wed Mar 21, 2018 9:48 pm
by mandville
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.

Re: Listing Support - Ask about your Ticket # status

Posted: Wed Mar 21, 2018 11:06 pm
by seyi
Are you saying I need to submit a ticket to ask about my current ticket?

Re: Listing Support - Ask about your Ticket # status

Posted: Thu Mar 22, 2018 5:03 am
by mandville
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.

Re: Listing Support - Ask about your Ticket # status

Posted: Thu Mar 22, 2018 10:20 am
by anibal_sanchez
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,

Re: Listing Support - Ask about your Ticket # status

Posted: Wed May 02, 2018 4:32 am
by starazure
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
StarAzure