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How-to configure I.T. for non-registered customers - Macrotone Forum

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How-to configure I.T. for non-registered customers


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9 years 8 months ago #1 by crimle
I would like to enable submitting new issues and follw-ups for non-registered users. Submitting a new issue from the frontend works fine. But how can an anonymous customer view his issue(s) online and how can he add comments? How to configure and to handle the email-submitting feature?

Unfortunately I don't quite get to the point since the documentation is very brief as far as this topic is concerned. It is especially this feature I'm interested in. Thank you for your appreciated help.

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9 years 8 months ago - 9 years 7 months ago #2 by chrisc
This is quite a long answer, especially on the setting up of 'emailed issues', but I will try to be as concise as possible.

Non registered users can create issues, but you have to change the ACL permissions to permit them to do so. (See the FAQ where this is explained). You also need to create a menu link to the form itself to enable them to do so. When they create an issue depending upon how you have configured the component an issue will be created either being owned by the 'Anonymous' user (or other assigned user) with the raisers details contained within the 'progress field' or as the user themselves, when they would have been created as a non-registered user known only to Issue Tracker.

Aside: When a non-registered user, decides to subsequently register, providing the email addresses provided are the same then the user's existing issues would normally become visible to them. If the email addresses do nt match all bets are off.

When the issue is created they are shown their newly created issue, BUT they will not again see their issue unless you configure the component such that all issues are visible to 'public'. This may or may not be a good thing depending upon what information is contained in the issue details. Registered user can (usually) always see their issues, so it is non-registered users that we are discussing here.

If the issues are not made visible to public, they have no way of seeing the issue again, since Joomla does not provide a means of identifying the viewer if they are not logged in (i.e. registered). Thus Issue Tracker can not know what to show the guest user, unless it is 'publicly viewable'. This may give rise to privacy since one would not want information such as usernames/passwords, which might be in the raised issue being shown to just anyone. Issue Tracker is possibly not the best tool for this type of usage, as this is the sort of environment that a forum is usually used for.

Updates to the issue by the 'staff' will generate email to the users, using either a) the details in the progress record or b) the email address in the issue Tracker people table which contains details of all registered and 'non-registered users. Again the specific user entry in the IT people table must have the specific email notification field enabled.

Also because Issue Tracker has no way of associating non-logged in users with specifc issues. it is not possible for a 'guest' to be able to update an existing issue. Without a user being logged in, if were possible to update existing issues (or add more information) if could be just about anyone adding information. Yes there are spam checks but this would be a security nightmare.

To be able to receive issues via email you need to look at using the 'cron' feature. This requires a connection to a mail server to be able to fetch the email from the server on a periodic basis. The cron can use either a front end URL access to trigger the fetch or a PHP CLI script, both are provided, since not all hosters enable the use of PHP CLI scripts. You would usually also turn on the option to create non-registered users when using this feature. The email address is used to try and identify multiple issues from the same user. There is more detail on this in the 'Issue Tracker Developers Guide' which will be visible in the documenation area only if you are logged into our site. Receiving updates to existing issues from a user requires that the email header follows a specific format. When configured correctly and assuming that the email reply header is recognised an existing issue will be updated. This is quite complex since it relies upon the header containing the issue no (alias) so that it can check that the sender and the issue number match. Again more on this is in the documenation.

Setting up the cron and handling emailed issues can be quite tricky to set up, but does work and we have several non-English users that do make use of the facility.

Handling isues for non-registered users does raise many security questions about what should or should not be made visible to 'public'. This is why I earlier said that in many cases a forum is better for that specific scenario, but even then having said that most forums require a user to login before they can post information.

This is a very big topic and we try to cover most of this in our documentation. Either the 'User Guide' or the 'Developers Guide'. I hope that this makes things a bit clearer.

Regards

If you are using our extensions please leave a review at the JED: IP Mapping | Issue Tracker | JAudit | Password Control

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