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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 57 Join Date: Jan 2008 | 3.20.02 live support issue -
03-04-2008, 04:43 PM
hello since we updated to 3.20.02 our client don't receive our answers on the livesupport. client updated to lastversion...update without any problème any idea |
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(#2)
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| Operations Manager  Posts: 5,451 Join Date: Jan 2006 Location: United Kingdom |
03-04-2008, 06:02 PM
After upgrading, did you revert your templates? -------------------------------------------------------------------
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(#3)
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| Member Posts: 57 Join Date: Jan 2008 |
04-04-2008, 06:48 AM
Quote:
we upgraded and we didn't do nothing else | |
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(#4)
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| Operations Manager Posts: 5,451 Join Date: Jan 2006 Location: United Kingdom |
04-04-2008, 09:28 AM
Hi there, As per the upgrade proceedure outlined in the manual, some templates may have been updated in the version to which you are upgrading, so you need to find these and 'restore' them. There is a tool to speed this up. In the admincp, go to Templates -> Restore Templates:  Search for all those that are marked as 'Revert Required':  Remember that any customisations to templates you 'revert' will be lost and will need to be reapplied. -------------------------------------------------------------------
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(#5)
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| Member Posts: 57 Join Date: Jan 2008 |
04-04-2008, 09:43 AM
ok I see which ones are concerned for the livechat ? |
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(#6)
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| Operations Manager Posts: 5,451 Join Date: Jan 2006 Location: United Kingdom |
04-04-2008, 09:44 AM
Hi there, The ones you find under the "Live Support" category of templates, but to ensure working order you should revert all the templates that are marked as revert required. -------------------------------------------------------------------
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(#7)
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| New Member Posts: 2 Join Date: Jul 2006 |
25-04-2008, 09:47 AM
We just upgraded from 3.11.01 to 3.20.02 and had this issue. Checking templates, several of them said "modified" (we didn't make any changes to templates). Clicking "Restore" on each of them fixed it. Feature request: a "Restore all templates" button. Oh wait, you've got one! Awesome! Thanks for documenting the fix. Google and this thread saved me hours of effort and emails to Kayako. |
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(#8)
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| Member Posts: 568 Join Date: Mar 2008 |
25-04-2008, 07:34 PM
No Way, I am using 3 languages and had to change so many things in templates. every upgrade must have details on what has been changed in templates other wise life is painful. I wish kayako would make a code the way phpbb did when there was any phpbb update. find this replace with this find bla bla relace with bla bla at least for templates |
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