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[Escalated to 2nd Tier] The Forum (again)

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This topic contains 6 replies, has 3 voices.

Last updated by julieP 1 year, 4 months ago.

Assigned support staff: Nigel.


This is a follow on to this ticket Please allocate to Nigel.


I closed the above ticket in good faith that the issue would be fixed the following day (16th April) but I'm very unhappy to discover today that it hasn't been sorted after all.

It is simply not acceptable for links to be visible to other users (albeit only in certain circumstances) when everyone believes they can only be seen by ticket authors and Toolset support staff.

I'm emailing you the "evidence" with this ticket ID in the subject line so you can investigate and I'd like to know why the issue hasn't been fixed.

I think Toolset has two choices:-
1. fix it
2. revert to not hiding links thus passing the onus back to the ticket author to obfuscate their links if they don't want them made public



Languages: English (English ) Spanish (Español )

Timezone: Europe/London (GMT+01:00)

Hi Julie

I'm sorry about this.

When I discussed with the developer at the time I understood that this would be fixed along with the issue about private messages being leaked. It seems that the private messages issue was assigned critical priority and so handled immediately, while this was deemed less serious and is added to the normal development board to be worked on in turn.

I've asked them to re-assess and handle promptly.

Rather than close here, this time I'll leave escalated and I'll let you know when it has actually been fixed.

Thanks again for bringing it to my attention.


Do you think 4 weeks (and no resolution) is an accurate definition of "prompt"?



Languages: English (English ) Spanish (Español )

Timezone: Europe/London (GMT+01:00)

I can only ask the systems team to consider this a priority, but they have their own.

I'm asking my manager to intervene to see if he can force the issue.


Well let them give that as a reason for their inaction if the ICO should become aware that users' information is being shared without their knowledge


Amit Kvint

Hi there, my name is Amit and I am the Toolset support manager.

You have rightfully reported that it is wrong for you to be able to see the information that is publically hidden in emails sent to you while you are following other clients' tickets in our public Toolset Support forum.

That issue was rapidly moved to our system development team, it's already assigned to a developer and he is aware of the urgency.

I am sorry if this is taking longer than you have expected, we are following the issues according to their priority, this one indeed was given a high priority and I hope it'll be fixed before this weekend.

There is no need to keep reporting it in the support forum, once the issue was confirmed and escalated (in the original ticket - it's in the hands of our development teams.

If you need more help with that you are welcome to directly email me -


I've reported it again because:-

a) I was told in the original ticket it was to be rectified the following day but it wasn't

b) 8-9 weeks is simply too long to address an issue that is in breach of GDPR

c) I don't see you guys making any attempt to inform forum users of the situation whilst the issue is addressed and you should be

d) all the above means I have no confidence that the issue will in fact be fixed and you trying to guide me away from using the forum to discuss this only exacerbates the situation