Submit Button needs to be clicked twice

  • Resolved MasterMessengers

    (@mastermessengers)


    1 year, 6 months ago

    Hi,

    Trust you are doing well,

    For some odd reason the Support Candy shortcode requires the New Ticket submit button to be clicked twice today. It worked fine yesterday, so I have no idea what the issue is.
    This happens for Agents, Administrators or Users.

    Environment:
    Basic WordPress install with the Divi Theme

    Troubleshooting steps:
    Disabled any custom or “required” fields
    Enabled basic fields only,
    Disabled any Caching Plugins and flushed Caches
    Removed Divi Cache
    Created a new Page with the shortcode to test if it’s not Page related.

    Thank you for any advice on what to check,
    Kind regards,

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • miliighe

    (@miliighe)

    1 year, 6 months ago

    Hello there,

    Thanks for contacting us. I hope you are doing well.

    It looks like CSS conflicts with the theme. It needs to be investigate on your site. Please create a ticket on our Support Portal.

    Thank you.

    Thread Starter MasterMessengers

    (@mastermessengers)

    1 year, 6 months ago

    This isn’t a CSS issue. This is a custom fields and conditional logic issue.

    Remove my custom field and remove the conditional “view” logic and it submits first try.
    Leave the custom fields and conditional logic and submit needs to be clicked multiple times.

    As I said initially, this is an internal system, so no public access is possible, available and will not be granted either.

    Thread Starter MasterMessengers

    (@mastermessengers)

    1 year, 6 months ago

    Ok, so the issue started with your Plugin version: 3.2.7
    I downgraded each plugin from your latest to version 3.3.0 down to 3.2.6 which is the last and newest working version.

    I tested Agent and User,

    The conditional logic doesn’t work as it should on any version above 3.2.6

    miliighe

    (@miliighe)

    1 year, 6 months ago

    Hello,

    If you have any visibility condition for custom fields then while analyzing the conditions the “Submit” button remains disabled. It takes some time to analyze the condition and make the submit button enabled.

    It will be the reason, where you are trying to click the Submit button while it is disabled. There is a spinning wheel beside the submit button while the analyzing the condition. If the spinning wheel is not there then there must be CSS conflict due to which you are getting confused.

    Thank you.

    Thread Starter MasterMessengers

    (@mastermessengers)

    1 year, 6 months ago

    Ok, so why would the spinning wheel be an issue on your plugin version starting with 3.2.7 and not on version 3.2.6?

    The spinning wheel is definitely there when clicking submit the first time (on 3.2.7 above), but I still need to click submit twice? Why? Because you say the condition is being analyzed?

    So it’s not analyzed on 3.2.6?

    Why would you say it’s a CSS conflict either? There is Zero CSS on the page where the SupportCandy dashboard is any way. For clarity purposes. I have used 3.2.6 to make the support system and all my tests passed successfully. Conditional logic works, everything else works as it should.

    Your response makes no sense.

    miliighe

    (@miliighe)

    1 year, 6 months ago

    Hello,

    Thanks for your feedback.

    You are right, the Submit button is not disabled upto the version 3.2.6 which was causing the issues like submitting the ticket with empty values for the fields those are visible only after conditional check.

    We noticed this flaw in our product and decided to improve it in version 3.2.7. Please check the change log here, version 3.2.7 – “New: Wating for visibility conditions”.

    Now, the issue of the spinning wheel is not visible beside the submit button in the latest version – it is visible in the ideal environment and it is working fine on more than 10000 sites. If it is not visible on your site then there must be some factors that are causing the issue. You can check this on your staging site by disabling all other plugins or switching to basic themes like Twenty Twenty-Four.

    Thank you.

Viewing 6 replies - 1 through 6 (of 6 total)

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