# Support Ticket is not working

**URL:** <https://discourse.openondemand.org/t/support-ticket-is-not-working/2733>\
**Category:** Get Help\
**Tags:** question\
**Created:** [June 6, 2023, 1:29pm UTC](https://discourse.openondemand.org/t/support-ticket-is-not-working/2733 "2023-06-06T13:29:05Z")\
**Posts on this page:** 5\
**Page:** 1

<div class="post-metadata">

**Author:** ![ping.luo](https://avatars.discourse-cdn.com/v4/letter/p/b5e925/32.png) [@ping.luo](https://discourse.openondemand.org/u/ping.luo)\
**Post date:** [June 6, 2023, 1:29pm UTC](https://discourse.openondemand.org/t/support-ticket-is-not-working/2733/1 "2023-06-06T13:29:05Z")

</div>

The first few lines of the error I received:

> #\<StandardError: No support ticket service class configured\>  
> /var/www/ood/apps/sys/dashboard/app/models/user\_configuration.rb:131:in `support_ticket_service' /var/www/ood/apps/sys/dashboard/app/controllers/support_ticket_controller.rb:44:in `create\_service\_class’  
> /var/www/ood/apps/sys/dashboard/app/controllers/support\_ticket\_controller.rb:16:in `new’

My configuration for Support Ticket:

```auto
support_ticket:
  attributes:
    email:
      required: true
    subject:
      value: "OnDemand Problem: "
  form:
    - email
    - subject
    - department

```

Any idea what’s wrong? Thanks.

---

<div class="post-metadata">

**Author:** ![travert](https://sea1.discourse-cdn.com/flex015/user_avatar/discourse.openondemand.org/travert/32/3074_2.png) [@travert](https://discourse.openondemand.org/u/travert)\
**Post date:** [June 6, 2023, 2:56pm UTC](https://discourse.openondemand.org/t/support-ticket-is-not-working/2733/2 "2023-06-06T14:56:19Z")

</div>

Hi, sorry for the issue. What OS are you on and what version of OOD?

Looking at how this is implemented I’m not sure what is going wrong here. The line that is failing in the `/var/www/ood/apps/sys/dashboard/app/models/user_configuration.rb` is:

```ruby
...
return SupportTicketEmailService.new(support_ticket) if support_ticket[:email]
...

```

But it seems like the `email` is not seen by the `support_ticket[:email]` somehow and raises an error.

I’ll have to play with this on my end to try and see if this is a bug or if the docs are missing steps to this.

---

<div class="post-metadata">

**Author:** ![ping.luo](https://avatars.discourse-cdn.com/v4/letter/p/b5e925/32.png) [@ping.luo](https://discourse.openondemand.org/u/ping.luo)\
**Post date:** [June 7, 2023, 8:58pm UTC](https://discourse.openondemand.org/t/support-ticket-is-not-working/2733/3 "2023-06-07T20:58:52Z")

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Hi Travis,

The OS is RedHat 8.7 and OOD is 3.0.1.

Thanks,

Ping

---

<div class="post-metadata">

**Author:** ![jeff.ohrstrom](https://sea1.discourse-cdn.com/flex015/user_avatar/discourse.openondemand.org/jeff.ohrstrom/32/136_2.png) [@jeff.ohrstrom](https://discourse.openondemand.org/u/jeff.ohrstrom)\
**Post date:** [June 8, 2023, 1:45pm UTC](https://discourse.openondemand.org/t/support-ticket-is-not-working/2733/4 "2023-06-08T13:45:29Z")

</div>

You’re missing the `email` section under `support_ticket`.

```yaml
support_ticket:
  email:
    to: johrstrom@osc.edu
    # ...

```

---

<div class="post-metadata">

**Author:** ![system](https://us1.discourse-cdn.com/flex015/uploads/osc/original/2X/b/bae70bd0ed39a3ae769c2108155f4cb3e9da8385.png) [@system](https://discourse.openondemand.org/u/system)\
**Post date:** [December 5, 2023, 1:46pm UTC](https://discourse.openondemand.org/t/support-ticket-is-not-working/2733/5 "2023-12-05T13:46:27Z")

</div>

Closed on December 5, 2023, 1:46pm UTC

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