Awesome Support Documentation

When Things Go Wrong

One of the most common issues you will encounter is a form submission that does not turn into a ticket or a ticket reply.  There is a log file inside the Awesome Support plugin/log folder that contains log trace information for every form submission.  By downloading and examining this file you can get an idea of what went wrong.  Gravity Forms itself saves the original form information regardless of whether a ticket was created.

Required Fields

When creating a mapping your form you need to make sure that the fields you map have their REQUIRE flag set properly.

New Tickets

For new tickets you must map AND make required at least the following fields:

  • Content
  • Subject/Title
  • Email Address

Additionally, IF you map any of the following fields, you should set the required, populate and validate flag as indicated below:

Assignee (Agent): Set the validate flag.  If you allow the user to choose the agent, then also set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Note: If you map this field, the SMART AGENT add-on will override it so you must disable it!

Product: Set the validate flag.  If you allow the user to choose the product (which is usually the case if using this field), then also set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Department: Set the validate flag.  If you allow the user to choose the department then also set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

While there is usually no reason to set the Ticket Status and Ticket State fields on a new ticket form, if you decide to do it, then you should set the validate flag.  If you also allow the user to select the content for these fields then set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Ticket Replies

For forms that are used to submit replies to tickets you must map AND make required at least the following fields:

  • Ticket ID
  • Content

Additionally, IF you map any of these fields, you should set the required, populate and validate flag as indicated below:

Ticket ID: Set the required flag.  If you want the user to select from a dropdown then you should set the POPULATE flag as well (and make sure that the gravity forms field type is a drop-down)

Ticket Status: Set the validate flag. If you also allow the user to select the content for these fields then set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Ticket State: Set the validate flag. If you also allow the user to select the content for these fields then set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Mapping Date Fields

If you create a Gravity Form date field and then map it to an Awesome Support custom date field type, you need to set the date field format in your Gravity Forms form to YYYY-MM-DD as shown in the image below: