Another day... another mishap

[gedsta07]

Originally Posted by Jamie Edwards

Hi here,

Firstly, your e-mail pipe seems to be broken as I have attempted to raise tickets be sending an e-mail to it and the e-mails are not entering the system (I have checked the parser logs for this).

Yep we have not enabled the piping yet, that's another day (and not important for us at the moment)

Secondly, I have also tried sending a ticket reply to myself (after forging a ticket) and I did not receive the e-mail, like you have said.

Yep, can you suggest to staff at Kayako at support, this is a feature of their product, as it is beyond me how that person can even attempt to fix it, if he believes its not there in the first place. Read the chat log for the full transcript. Also he says its normal for the APP not to drag the email address from the chat initiator and I have to fill that in manually if I want to email the log.

Have you enabled mbstring in PHP? I have looked for it in your PHP info but have been unable to find it. If you do not have it enabled, please enable it, restart IIS and then see if that helps things.

;extension=php_ldap.dll
extension=php_mbstring.dll
;extension=php_mcrypt.dll
;extension=php_mhash.dll

I had to do this to get the pages from turning blank on submission of a reply.

[Jamie Edwards]

Hi there,

Myself and Raghav have been hammering your system and trying to find out what the issue is.

We have found that your server is not connecting to our SMTP server (possibly a server issue), so we could not get SMTP working.

We have also found that the e-mail did go out to a user on one occasion (after 10 tries), so it seems the issue is sporadic.

This is probably going to be a problem with your server or configuration, which will take us some time to trace for you. Please have patience.

[gedsta07]

Hi Jamie

I can do a fresh install on another domain ie /beta/support and try from there. Just to see it it an install issue.

Just downloading and installing now, same details as the other one.

[Jamie Edwards]

Hi there,

I have been performing some PHP tests following the receipt of your FTP information, and there is something very wrong with the server - sometimes simple mail() commands work, sometimes not. Sometimes regular PHP functions work, sometimes they just give a blank page.

It seems like there is something fundamentally wrong with your environment that we will try our best to help you trace.

This will require the assistance of a developer, and we do not have developers in office round-the-clock so even more patience is appreciated.

You seem to have no error reporting for PHP enabled at all - is there anything suspect in your PHP logs? Maybe you can enable PHP error reporting and see if anything fruitful is shown up.

You will be updated via your ticket from our support staff now on.

[gedsta07]

Thank you Jamie

The server was fresh in January 2007

All other software, vB etc has no issues whatsoever sending emails and never has done, and has not suffered from any type of PHP error.

I am grateful that you are looking into it, but I cannot believe that the server is at fault, we have over 5k of visitors a day at least and we do not have any problems with registration etc. However I am open to advice.

Once again thank you.

[gedsta07]

Just as a heads up on this.

I managed to sort out by creating a new email address and then adding my SMTP details to the settings. The fact that it does not work on the PHP option, as above Kayako are blaming our server. However every other PHP product we have on there works with no issues whatsoever.

Kayako themselves stated in a ticket that their SMTP did not work on our setup, yet today they miraculously said it did. Either Kayako have fixed our PHP errors out, (which is highly unlikely) without access to the server, or they must have modified the code, as they had FTP access to the Support domain only.

As it is not the normal issue reported, (I tried with our own SMTP settings and PHP's Mail() Function, and both are failing to send the email replies to the client side),

Today's ticket

I tried your helpdesk using my own SMTP server settings and it is working fine. Please check attached screen shots.

However I must say that the non UK support is very, very poor, the UK support I cannot fault, and if you do have an issue, you would be far better asking for Jamie or Craig to help you.

Their ticket system works, but only if they understand your questions.

I am annoyed that it has taken so long to sort, and also very annoyed that the product does not work as it should.

For the benefit of the doubt I have done several fresh installations and also installed it on our mirror server for the same domain, with the same results. What is more frustrating is being told it is not designed to do that, when I know that it is.