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Troubleshooting

No icons appear

1. Plugin active? In the Admin Panel under Manage > Plugins, "Priority Icons" must be enabled. Check in the plugin's instance list that the instance is enabled.
2. Option off? Check in the configuration that "Enable Priority Icons" is switched on.
3. Is anything injected? Open the page source (Ctrl+U) and search for data-plugin="priority-icons". There must be one <style> and two <script> tags with this attribute.
4. Configuration loaded? Type window.PriorityIconsConfig in the browser console. The object contains the priorities with their colors.
5. Browser console and error log: check for error messages.

The plugin injects nothing on AJAX requests. This is intended: during dynamic navigation (PJAX) the already loaded page and its script stay in place.

Some priorities stay plain text

The plugin only replaces text nodes whose trimmed text exactly matches one of the names Emergency, High, Normal, Low, Notfall, Hoch or Niedrig (3 to 10 characters, case-sensitive). If the name sits in the same text node together with other text, it is not replaced. Renamed or translated priorities (for example in another language) are not recognized. For custom names you have to extend $priorityMap in class.PriorityIconsPlugin.php, see Configuration.

Color change has no effect

• Use a 3 or 6 digit hex value with a leading hash, for example #dc3545. Values that do not consist of # and 3 to 6 hex digits are ignored and the default color applies. Values with 4 or 5 digits are accepted but are not valid CSS colors and have no effect.
• Reload the page, because the colors are delivered together with the page.
• The pulse of the Emergency icon always uses the default red, even if you changed the color.

Tooltips, icon style

The settings "Show Tooltips" and "Icon Style" in the configuration form have no effect. The tooltip always appears on hover, and the icon is always a filled circle.

Icons appear in unexpected places

The replacement is not limited to one osTicket area. It searches the ticket lists, the ticket details and the PJAX container, and if none of these exists, the whole body. Any other text that exactly matches a priority name is replaced as well.

Switching the plugin off temporarily

Turn off "Enable Priority Icons" in the configuration or disable the plugin. Priorities then show as text again and no data is changed.

Support

Report bugs and questions in the issue tracker. Please include your osTicket version, PHP version, browser and error messages from the browser console.