All template groups' knowledgebase articles included in IRS - problem

[steveparks]

Hi

I'm experiencing an annoying problem with the Instant Response System, and I wonder if anyone has a fix for it please.

I have set up 4 template groups, each with its own knowledgebase. This works fine when accessing the knowledgebase itself in each template - but when the IRS autosuggests knowledgebase articles on the new ticket submit screen it is pulling articles from all the template groups.

Also, all staff can see all knowledgebase articles, regardless of which template groups they are part of.

Any ideas or fixes please?

Thanks
Steve

[eiden]

This must be easy and fast to fix for the Kayako developers. I guess it's just a small adjustment to the SQL query that pulls the KB articles from the DB.

Steve, have you reported this bug in the bugtracker? (http://bugs.kayako.net)

[steveparks]

I've opened a ticket to report it, but I'm not yet sure whether it only affects my installation in some way, or whether it's a wider problem (in which case I'll open a bug).
Does anyone else have the same issue or is it just me?

Also - i'm hoping someone else has experienced it and can suggest a quick fix! fingers crossed!

Steve

[dnicol]

We also have this problem with .81

[steveparks]

Hiren has passed this to the development team who are looking into it. I'll keep this thread updated as I get replies.

[dnicol]

I was told this was passed to the developers. Hopefully there will be a patch or a simple php hack so we dont have to wait for a new build.

[richyc]

I've reported this fault to the developers as well - http://bugs.kayako.net/?do=details&id=1458 .

[dnicol]

I was sent a new file but it didnt work. I reported back my finding and gave them access to system to test.

[dnicol]

Anyone get anywhere with this? Varun jumped on my install tried something but didnt get me a solution.

[sadasiva]

I am also facing the same problem.

I have 3 template groups with separate knowledgebases.

But in IRS, it is showing knowledgebase articles of other template groups as well.

This is some serious problem as the user who is creating a ticket will often be shown a wrong knowledgebase article which is not related to the product he needs support for.

Have you found any solution to this issue?

I am using SupportSuite v3.00.90

[Ryan Lederman]

I will remind Varun of this bug, and I'm sure he will attend to it at his earliest convenience.

[sadasiva]

Thank You Ryan.

I saw this problem exist in bugs.kayako.net since 07 February 2006.

See http://bugs.kayako.net/?do=details&id=1199

I donno if the solution has yet been found or not. It is not mentioned in the bugs page. But this is quite a big issue. IRS is one the main features for using Kayako Supportsuite. If that doesn't work, the support system is not useful at all.

There are some minor bugs which can be ignored. Like $postlist variables cannot be used in the email_staffforward template which results that the ticket history can never be sent to the staff emails. It is working for customer emails though. Also whenever a staff replies to a ticket by email, the ticket goes back into "Open" status instead of the "Replied" status which we have set everywhere in the supportsuite.

These bugs are minor and can be ommited. But the IRS issue is serious and cannot be ommited in any manner.

So please have a look at it.

[Ryan Lederman]

Originally Posted by sadasiva

Also whenever a staff replies to a ticket by email, the ticket goes back into "Open" status instead of the "Replied" status which we have set everywhere in the supportsuite.

The default status of a ticket after a staff reply is supposed to be 'On Hold.' Have you made modifications to the source files to change it to 'Replied' or something?

[sadasiva]

Hello Ryan

The default status after staff reply through email is getting to "Open" in my case.

Open is the first status and is also used when a New Ticket is created or when the customer replies to a ticket.

I have three other status - Replied, On Hold, Closed.

So whenever a staff replies through email it should get to "Replied" status, which is not happening. It is going back into "Open" status.

Ryan, what do you mean by "you made modifications to the source files to change it to 'Replied' or something?"

I have a SupportSuite v3.00.90 Monthly Leased. Everyfile here seems to be encrypted. I'm not able to edit even the index.php page.

Please tell me what to do?

[ppc]

Sadasiva,

This will help you:

how do i get it to default to on hold