3.30.01: Staff replies not clearing due date - Kayako

Breadcrumbs · **3.30.01: Staff replies not clearing due date -** 20-08-2008, 04:09 AM

I have two separate SupportSuite installations that are encountering this problem after an upgrade to the latest 3.30.01 STABLE:

Staff replies are not clearing the due date for tickets.

I've tried toggling the "Clear Overdue Time for Tickets After Staff Reply" setting, but there doesn't appear to be a difference whether it's set or not.

This was definitely not the case with the previous 3.20.02 STABLE build we were previously running - staff replies always cleared the due date (as expected), and the due date was then recalculated when the user replied.

Is anyone else encountering this problem?

Thanks.

P.S. I should add that closing tickets now seems to clear their due date, which is nice.

Breadcrumbs · 20-08-2008, 10:11 PM

I hate to bump, but is anyone else encountering this bug?

craigbrass · 21-08-2008, 08:03 AM

I think the best thing you can do is submit a ticket as it may be a configuration issue. http://members.kayako.net -> "Get Support".

Breadcrumbs · 21-08-2008, 08:12 AM

Quote:

Originally Posted by craigbrass

I think the best thing you can do is submit a ticket as it may be a configuration issue. http://members.kayako.net -> "Get Support".

I was actually hoping to see whether or not others were experiencing the same problem. Is that feature working properly for you? (Or do you not use "Clear Overdue Time for Tickets After Staff Reply"?)

To clarify for Jamie, John, + others: This is happening on two separate SupportSuite installs - both were working when running 3.20.02 STABLE before the upgrade, and the *only* thing changed was upgrading to 3.30.01 STABLE. No settings were changed - this functionality was working 10 minutes before the upgrade, and broke immediately after upgrading to the new version.

craigbrass · 21-08-2008, 11:33 AM

I haven't noticed any problems with it, no. Tickets are best for this type of thing tho as staff can investigate and pass to the developers quickly if needed.

***John Haugeland*** · 21-08-2008, 08:13 PM

Breadcrumbs: this is going to require server access to sort out what's going on. Please open a support ticket.

Breadcrumbs · **Tested fresh installs of old STABLE and new STABLE -** 22-08-2008, 06:46 AM

Quote:

Originally Posted by John Haugeland

Breadcrumbs: this is going to require server access to sort out what's going on. Please open a support ticket.

John,

To provide access requires paperwork and permission, so I went through the process of performing a *completely fresh* install of both 3.20.02 STABLE and, separately, the new 3.30.01 STABLE.

Details:

[Test with fresh 3.30.01 STABLE]

1.) Installed SupportSuite 3.30.01 from scratch, with a separate, fresh database + everything else. (Proceeded through every step of the install document exactly - this is a brand new install.)
2.) Touched *no* settings.
3.) Created a Staff account, using a different e-mail address from the Admin account.
4.) Created a ticket using yet another different e-mail address (to ensure the creation of a separate User account). This works fine, and the ticket has an appropriate due date.
5.) Logged in as the Staff account, and replied to the ticket.

The Due Date is *not* cleared on the ticket. It still retains the original due date.

[Test with fresh 3.20.02 STABLE]

I then removed that install and did the *same* series of steps with a completely fresh install using 3.20.02 STABLE.

The Due Date *was* properly cleared on the ticket when the Staff user replied.

So the "Clear Overdue Time for Tickets After Staff Reply" option is broken in 3.30.01 STABLE. These were both entirely fresh installs, brand new database, etc. No settings were changed. You shouldn't need any server access - doing a fresh install on your end should show this behavior.

[Possible Cause of Bug]

One thing I noticed, which might help you track the problem down, is a behavior change between 3.20.02 STABLE and 3.30.01 STABLE when a Staff user is Posting a Reply:

In the old 3.20.02, the "Due:" box defaults to being blank.

In the new 3.30.01, the "Due:" box defaults to being filled with a due date. It's impossible to manually clear this date because the field is set as read-only. However clearing the value of the Due field using Javascript and then replying causes SupportSuite to properly clear the due date after the Staff reply.

An image of this change follows:

And the expected behavior after a staff reply, which does not happen with 3.30.01:

In case it matters, although I strongly suspect it won't based on the test results above, the tests were performed with the latest PHP 5.2.6 and using the Zend-encoded version of SupportSuite.

Breadcrumbs · **BROKEN, and still affecting us -** 26-08-2008, 04:50 AM

*BUMP*

Please see the above post. I tested with *COMPLETELY FRESH INSTALLS* of the previous STABLE and the new STABLE, with *no* setting changes, and this bug showed only in the new stable.

I also suspect the cause of this bug and bug #780 may be the same or similar.

craigbrass · 26-08-2008, 07:14 AM

If John has said it requires access to your system, it is likely because he can't reproduce it. Unfortunately, if this is the case, he will be able to do little else unless you can do this.

***John Haugeland*** · 26-08-2008, 05:37 PM

Breadcrumbs: Please open a support ticket. We need server access to diagnose this problem.

**Jamie Edwards** · 26-08-2008, 06:06 PM

Hi Breadcrumbs,

Quote:

Originally Posted by Breadcrumbs

*BUMP*

Please see the above post. I tested with *COMPLETELY FRESH INSTALLS* of the previous STABLE and the new STABLE, with *no* setting changes, and this bug showed only in the new stable.

I also suspect the cause of this bug and bug #780 may be the same or similar.

The forum is not a place to get support from our staff - so please do not get frustrated or bump threads because they haven't been responded to.

I can confirm the bug you describe (http://bugs.kayako.com/index.php?cmd=view&id=781). One of our support staff have identified a similar bug and submitted it (the one you quoted). Both have been targeted for fixing in our next minor release 3.20.02.

Thank you,

Breadcrumbs · **Confirmed as Fixed -** 01-09-2008, 04:19 AM

Hi,

I just wanted to confirm that this problem is resolved in 3.30.02 STABLE, and express our appreciation for the quick fix.

The new Kayako release schedule is a *great* improvement.

**Jamie Edwards** · 01-09-2008, 10:31 AM

Hi Breadcrumbs,

Glad to hear it is resolved

***John Haugeland*** · 02-09-2008, 07:59 PM

Breadcrumbs: we're glad you're happy, but wait'll you see v4.

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Breadcrumbs Offline New Member Posts: 7 Join Date: Dec 2007	20-08-2008, 10:11 PM I hate to bump, but is anyone else encountering this bug?

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	21-08-2008, 08:03 AM I think the best thing you can do is submit a ticket as it may be a configuration issue. http://members.kayako.net -> "Get Support". Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	21-08-2008, 11:33 AM I haven't noticed any problems with it, no. Tickets are best for this type of thing tho as staff can investigate and pass to the developers quickly if needed. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Breadcrumbs Offline New Member Posts: 7 Join Date: Dec 2007	BROKEN, and still affecting us - 26-08-2008, 04:50 AM BUMP Please see the above post. I tested with COMPLETELY FRESH INSTALLS of the previous STABLE and the new STABLE, with no setting changes, and this bug showed only in the new stable. I also suspect the cause of this bug and bug #780 may be the same or similar.

craigbrass Offline Senior Member Posts: 5,920 Join Date: Jun 2005 Location: Cumbria, UK	26-08-2008, 07:14 AM If John has said it requires access to your system, it is likely because he can't reproduce it. Unfortunately, if this is the case, he will be able to do little else unless you can do this. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Breadcrumbs Offline New Member Posts: 7 Join Date: Dec 2007	Confirmed as Fixed - 01-09-2008, 04:19 AM Hi, I just wanted to confirm that this problem is resolved in 3.30.02 STABLE, and express our appreciation for the quick fix. The new Kayako release schedule is a great improvement.

*John Haugeland* Online Developer Posts: 800 Join Date: Dec 2007 Location: Idaho	02-09-2008, 07:59 PM Breadcrumbs: we're glad you're happy, but wait'll you see v4. John Haugeland (john.haugeland ]at[ kayako.com) ------------------------------------------------------------------- New to the forum? New user's guide here. Submit a bug report here. Submit support tickets via the members area. Submit sales queries either via live chat or via e-mail.