What's happening with the support ticket system?

[Dab]

Is it just us that this is happening to, or is the Support ticket system going haywire for everyone? It keeps coming up with all sorts of alternative errors like Search Failed! I know I entered the correct name/psswd.

[woodp]

Dab,

I can get to the ticket system but I'm a little upset at a new policy to ask for credit card info prior to even verifying a problem exists.

Let's see - I have to log on to wonderdesk to open a ticket, and then I still have to prove I'm me - Seems to me JPC should want to fix problemss without making clients jump through a secondary (and delaying) hoop.

Phil

[lookout]

Originally posted by woodp
I can get to the ticket system but I'm a little upset at a new policy to ask for credit card info prior to even verifying a problem exists.

Huh? Are you referring to this, stated at the top of the support ticket page?

If you need to have your password reset please be sure to include the last four digits of the credit card on file for you account for verification. This will greatly reduce delays.

As far as I can tell, certain support requests might require a credit card for identification or billing purposes, but otherwise they do not. I just sent in at support ticket myself and didn't need to provide one. Didn't have any trouble sending it in, but maybe I was just lucky.

[Vin DSL]

Originally posted by lookout
Huh?... As far as I can tell, certain support requests might require a credit card for identification or billing purposes, but otherwise they do not...

The only time I've been asked for the credit card info --- actually the last 4 digits of the credit card, not the whole number ---- is when I wanted them to give me the user name/password to get into the Client Section. Perfectly understandable, IMHO...

[L3onheart]

Originally posted by Dab
Is it just us that this is happening to, or is the Support ticket system going haywire for everyone? It keeps coming up with all sorts of alternative errors like Search Failed! I know I entered the correct name/psswd.

Yup i get that too.

[lookout]

Sorry those errors are popping up for you with the support ticket system. It does not appear a universal problem though. It worked fine for me last night. Even set up another support account (as a quick test) without experiencing any problems whatsoever. Also got resolution on my ticket already. Pretty amazing, considering I submitted it on a holiday weekend night. Go JaguarPC!

Just as an FYI, support account usernames and passwords need not match those on your JaguarPC account. It's tracked separately, just like forum accounts.

Are you able to log in at all to the ticket system? Where/when do you see the errors? Possibly there's a cookie handling issue at play here.

Note to Vin: I think that quite understandable as well.

[Dab]

The problem now seems to have been corrected, although, previous tickets have dissappeared. I will put in a ticket and enquire as to what has happened.

Lookout: I have since added a ticket and got the same almost immediate response. I've got no complaints. They are very helpful.

[lookout]

Originally posted by Dab
... previous tickets have dissappeared.

If you haven't checked, you might find them visible under the "List Closed" link. "List All" rather unituitively lists only open tickets.

Glad to hear that otherwise it's cleared up for you, Dab.

[Dab]

Thanks Lookout, I have checked that-totally dissappeared!

[lookout]

That's too bad. For the record, I've on occasion seen similar behavior. If the ticket never appeared under the "List All" link after submitting it, it's likely you encountered some kind of cookie problem or a system glitch, preventing the record from actually being created in the first place.

You're not alone in having an existing open ticket simply disappear here for no apparent reason. Irritating as that is, I usually chalk it up to the sinister Mr. Murphy.

[Dab]

Is Murphy on the staff? ;-)

[lookout]

He's quite the mobile multi-tasker, so it may seem that way sometimes.

[Dab]

I'll keep an eye out for him, although, at the moment it doesn't seem like there's any support staff handling tickets at the moment! It's taking hours on end to get any response. Maybe Murphy's got them occupied!