University's Library without helpdesk for 3 weeks!

[aegean]

For the past three weeks our administrator, has been trying to sort out a problem with the Kayako helpdesk. So far there's no given solution from Kayako and the entire library of our University is without a helpdesk. At the moment the situation is like this: we've tested several platforms and we decided to use kayako cause it looks rather user friendly. Of course given that it is not a free platform we were expecting better support.
We were just in the process of buying an owned license (SupportSuite Owned) but the lack of kayako's team support brings up lots of worries.

[Digital Mayhem]

So what exactly is the problem?

[User Name]

Originally Posted by aegean

For the past three weeks our administrator, has been trying to sort out a problem with the Kayako helpdesk.

I'd be willing to bet that it's a configuration error.

[craigbrass]

3 weeks? Thats bad depending on what exactly has happened. If you mean 3 weeks with no responce on one issue then yes, it is bad.

Try emailing varun <at> kayako.com with your problem. He should be able to help you out or alternativly, post your problem here. One of us should be able to help you with your problem.

[AKL-MFCU]

not posting what your problem is, will definitely not help you. Alot of us have either gone through it and solved it, or have solved a problem for someone else. That is the point of this forum- user to user help.

[Extra]

Now this one is interesting. The "administrator" is not posting with a valid issue, an anonymous "aegean" is posting and registered the same day.

I have a feeling that many of these "complaints" are being posted from competitive products knowing their end of life is approaching rapidly.

Sure wish Kayako could delete these as it clutters receiving / providing issue resolutions.

[Ryan Lederman]

Hi,

Do you have a specific problem? Please provide more information about the problem so that someone can look in to it.

Thanks,

[dnicol]

I too have been waiting a long time for a response to my problems. I think it is obvious the support staff left the company and I hope the company updates it customers on the issues it is facing.

I started this thread a few weeks back and still no results.

ticket responses

**** I even got married, went on a 10 day honeymoon , got back and still not a peep

[aegean]

Wow! Too many replies all of a sudden! I apologize for not writing earlier, but urgent family problems kept me away from work for 2 weeks.

Back to the issue now. The problem has been described in this forum before, in a previous message which didnt get as much attention as this one: Suddenly: Strange error appeared

The 'administrator' has opened a ticket long before I posted my message (ELJ-430780) explaining what the problem was and Mr Hiren Mehta asked for administration privilleges to fix the problem. So far the problem is still there...

and I am kindly asking all of you for ANY kind of help.

The problem is that eSupport Suddenly started returning the following error in various places and - even worse - not consistently (it appears on ALMOST all clicks to a specific place):
Fatal error: Cannot redeclare class tickets in ./modules/tickets/tickets.php on line 0

We really like this platform and we wish to adopt it in our University Library. We have also translated the platform in Greek and as you can check on another message in the forum Greek Language File for the Support Center Front End the language file is available in Greek.

However with such a lack of support I doubt we can proceed .

Marianna Douka (aka: aegean)

[AKL-MFCU]

take the install files that came in the package and recopy that file back over. It seems like someone opened the file in wordpad or some program that requested to reformat it to a specific setting (happened once on mine) and it caused fatal errors and white screens. If you copy back from the good source of files it should work. Let me know otherwise.

[Ryan Lederman]

Seems like your source code has been corrupted, either by a person or computer. You should re-upload the entire source tree to your server, and everything should be fine.

Regards,

[aegean]

We have reinstalled the eSupport 4 times already, either with the same or new database. We finally managed to make it work when we installed it on a completely different server. Does this make any sense to you?
Could a corruption on the php engine files caused this?
Please note that other php sites on the same server keep running smoothly.
Marianna (aegean)

[Francisco]

install it on a webhost

[kourtzis]

Hello to all, this is the "library admin" speaking .

Unfortunately, publishing our helpdesk to a webhost is not an option. Also unfortunately, our licence (monthly leased) does not give us access to the source code, in order to try to debug it ourselves. I would like to ask a couple of questions to the devs:

1. Is there a chance that an assumption is made anywhere in the code (probably incorrectly) that the class "tickets" is destroyed?

2. Is there a check such as

if ( class_exists('tickets') )
{
return;
}

in tickets.php?

Thanks,
Nikos

PS. Could we have a look at the tickets.php code? (This is where the error occurs.) I know I may appear to be crossing the line, but put yourself in our position. I can assure you we were just a step before getting an owned licence at the time the error appeared.

It may also be helpful to note that the error appeared somewhat "gradually". In the first few occurences, a reload would sometimes display the page.

[Adam12]

Hey,

Your going to need to contact Kayako Support team (via support.kayako.net), as that is the main goal for support and not here in the forums. Also what version are you running? I'm running version 3.00.90 (the lastest stable build) and I get no errors when I or my clients use it, so it could be some settings that cause this problem...

From,
Adam