Help getting Template Groups to work

[kristikls]

I'm having a very hard time trying to figure out something that I am assuming can be done in the system.

We are on the HOSTED version of Support Center.

I have two different divisions that I want to be able to use the same Kayako Support Center BUT with different header logos and different categories in the Knowledgebase, News, Downloads, etc.

I have set-up a 2nd Template Group and separate corresponding User Groups for both Guest and Registered.

What I cannot seem to figure out is how to direct one group to the one 'template' and the 2nd group to the other. There is only one URL which always defaults to the default template and header. How do I direct someone to Template 2?

Can anyone give me clear concise instructions on how to make this distinction work?

Thanks so much!!!

[malum]

Give this a try:

Navigate to your support suite site, and add to the end of the url:

?group=YourSecondGroupName

So for example if your site was:

http://www.mysite/support/index.php

Try:

http://www.mysite/support/index.php?group=YourSecondGroupName

I am trying to piece together the whole Template/Group - LoginShare happy sunshine stuff myself. Dark clouds so far

[kristikls]

Thanks for your note...you're exactly right and I finally did figure that out too. Now I'm just struggling with this strange caching issue when I try to go back and forth between the two groups. Once I've gone to my second group on a computer...I can't ever get back to my original group.

So I'm basically just keeping two computers up...making sure I never go to the second group on one of them...fun! Have you run into this?

[malum]

I havent fully tested, but I have a strong notion its a cookie issue.

You should be able to:
1. Log in as a privileged user
2. Log off, clear cookies in the browser
3. Then refresh, you should now see the site as an unprivileged user.

[supportskins]

That is correct this is a cookie issue. When you visit a template group the software sets a cookie as a preference for your browser and will display that specific group helpdesk till your cookie expires or is manually removed. Kayako is aware of this issue and is working on setting it correctly. A quick way to manually reset the cookie is by re-opening the URL -- http://www.domain.com/supportdirecto..._group=default in your browser. HTH

[rrnworks]

Has this been fixed in the 3.10.02 stable build? Or CVS?

[SoFiMaN]

Originally Posted by rrnworks

Has this been fixed in the 3.10.02 stable build? Or CVS?

Unfortunately not, I am running the latest stable ver 3.10.02 and still the same issue

[SteveLV702]

If you dont want it to save a cookie put &nosave=1 at the end so if your support center is at:

http://www.mysite.com/support/index.php 

You would put

http://www.mysite.com/support/index....PNAME&nosave=1 

[SoFiMaN]

Well, how to do this with LoginShare (seperate template group) ? I want clients who enter from the loginshare dont save the cookies.

[SteveLV702]

you direct them to http://www.yoursite.com/support/inde...group&nosave=1

[CraigB]

This sounds like the problem I am having with our support site.

I have set up a number of template groups and user groups for our different products (eg: prodA, prodB, prodC, prodAandB and so on), so that when a customer signs up we create their account in the relevant user group (paired to the matching template group) - and so they can only see the downloads, KB articles, troubleshooters, news items and ticket departments for the product(s) they have.

This works fine, until we change an existing customer's user group (for example, if a product A customer purchases product B, so we need to move them into prodAandB group).

When we do this, they are no longer able to log in (shown the "invalid username and password" message when trying) until they delete their cookies.

This really needs fixing, but in the meantime the solution described above to prevent the cookie being created sounds like a viable workaround.... could someone please describe to me where I need to make these changes in order to make it work?

Thanks in advance,
Craig

[CraigB]

*Bumperty Bump*

[tkinin]

Originally Posted by kristikls

Thanks for your note...you're exactly right and I finally did figure that out too. Now I'm just struggling with this strange caching issue when I try to go back and forth between the two groups. Once I've gone to my second group on a computer...I can't ever get back to my original group.

So I'm basically just keeping two computers up...making sure I never go to the second group on one of them...fun! Have you run into this?

i have a similar problem. I have group A and group B. I open both template group in the same browser. I refresh group A and click a button(link) in group B and the next page of group B changes to group A.

I think I can avoid it by adding "?group=groupname" in each url. Anyone have a better suggestion and how to find out all the links need to edit?

Thanks

[tkinin]

Originally Posted by tkinin

i have a similar problem. I have group A and group B. I open both template group in the same browser. I refresh group A and click a button(link) in group B and the next page of group B changes to group A.

I think I can avoid it by adding "?group=groupname" in each url. Anyone have a better suggestion and how to find out all the links need to edit?

Thanks

There are so many items in Template Categories. It is very hard to find out all URLs i need to edit......

[tkinin]

Originally Posted by tkinin

There are so many items in Template Categories. It is very hard to find out all URLs i need to edit......

I am able to change all the URLs and I know how to hide those widgets which I don't want. But for all the buttons, I am not able to do anything. When client open 2 template group in the same browser, "page swap" still happen. Anyone has good idea to solve it?