AWBS v2.1.2 / Kayako v3.00.32 Integration Instructions?

[maximux1]

I'm stumped guys. Im hoping someone can assist me, please.

There are many difference from the manual to the actual software UI to implementing the LoginShare with AWBS.

This howto will assume that you have SupportSuite installed and running, and that you have AWBS installed and running. If you don't, follow their instructions on how to set them up, and get them configured and running to your taste.



Ok, now onto the good stuff :

in the kayako/includes/LoginShare directory, you will see a file called awbsimportfunctions.zip . You need to unzip this to a temporary directory, and change to your encoded directory (zend or ion). In there you will see a file called importfunctions.php . Move that to the kayako/includes/LoginShare directory, and call it awbsfunctions.php . Without this, you won't be able to use the LoginShare properly.



Now, go to your kayako/admin panel . Click on Groups, then the settings icon for the group you want to use. In my case, it's default. In that window, change the LoginShare setting to use AWBS

Still in your kayako/admin panel, go down to LoginShare . Click on AWBS and fill in the important stuff there (db host, pass, login, all that).


Next, in your awbs admin area, go to system setup -> modules setup. Change Kayako from disabled to active.

Next, go into your system setup -> system options . In there, you will now see a kayako area. Make sure you fill that out completely and properly.

Next go into your admin's user account. Click on change contact information, and at the bottom, you will see the user's kayako information. Make sure that this is set appropriately. You will need to do this with each admin you want to have access to the helpdesk.

Keep in mind, as well, that you need to create those admin users that you're assigning to helpdesk logins. Otherwise, the login will (obviously) be rejected.

Once you've done that, you're done.

The bolded portion above simply no longer applies and I just cant figure out how to get the system sharing user db.

Thanks so much for any assistance.

Kindly,
Max

[Digital Mayhem]

ya well I had my awbs loginshare working properly for about 2 weeks then suddenly stopped working and cant get it working...

[maximux1]

Originally Posted by XETechnologies

ya well I had my awbs loginshare working properly for about 2 weeks then suddenly stopped working and cant get it working...

So, You had it working?

Is this not a supported function of Kayako anylonger?

Hrm, I've opened a support ticket here so perhaps they will shed some light on it. I've got little interest in the product without the AWBS integration.

Let me know if figure out how to get it working again, I'll do the same.

Thanks,
Max

[maximux1]

I think if I could just find out a way around this one line I could get it -

Now, go to your kayako/admin panel . Click on Groups, then the settings icon for the group you want to use. In my case, it's default. In that window, change the LoginShare setting to use AWBS

None of this exists in my Kayako installation, or - at least that I have been able to find.

Anyone?

Max

[netFusion]

Originally Posted by maximux1

I think if I could just find out a way around this one line I could get it -



None of this exists in my Kayako installation, or - at least that I have been able to find.

Anyone?

Max

I'm not using a loginshare, but I went and checked my admin section just to confirm it for you. I don't have the group options either in my v3.00.32.

[Neil-UKWSD]

Hi,

From the AdminCP go to:

Templates > LoginShare

Select the LoginShare you wish to use and configure the settings for the LoginShare module (your AWBS database details).

Next change the LoginShare used by a template group login to the AdminCP go to:

Templates > Manage Groups

You will now see a list of your template groups, click the settings icon for the template group you wish to change the LoginShare module for.

Select the LoginShare module you wish to use from the drop down list in the settings and save your changes.

You should now be able to login to the client end using client details from your AWBS install.

[Digital Mayhem]

Neil-UKWSD I already have my LoginShare setup on a specific template group.. Then in AWBS I set it to work with that template group...

Everything is setup correctly.. I know its correctly cause both Kayako and AWBS said it was correctly... Plus it was working for like 2 weeks.. If it wasnt setup correctly then it wouldnt have worked for that two weeks.... Now when someone goes to www.xedomains.net and logins to their account then clicks on the Support System link another browser window opens and they just get a blank white page... I have tested this with both Internet Explorer and Firefox both have the same issue... I even cleared my cache and cookies since awbs doesnt add the &nosave=1 to the end of the url but that still didn't work :'(

[Digital Mayhem]

Also if we go directly to https://www.xesupport.net/?group=xedomains&nosave=1 and enter the AWBS login details you again get a blank white page...

[maximux1]

Originally Posted by Neil-UKWSD

Hi,

From the AdminCP go to:

Templates > LoginShare

Select the LoginShare you wish to use and configure the settings for the LoginShare module (your AWBS database details).

Next change the LoginShare used by a template group login to the AdminCP go to:

Templates > Manage Groups

You will now see a list of your template groups, click the settings icon for the template group you wish to change the LoginShare module for.

Select the LoginShare module you wish to use from the drop down list in the settings and save your changes.

You should now be able to login to the client end using client details from your AWBS install.

Neil, thank you for your reply. Much appreciated.

I've followed your directions above and had no problems, however I am still unable to login as awbs registered user. I have appended my support ticket with this data as well.

With everthing setup correctly (as I know it) when I go to log in to the support center with a registered AWBS user I am presented with the redirect screen that says something like "logging in..." then I am immediately redirected back to the support center where the login box remains.

Any assistance would be greatly appreciated.

Max

[maximux1]

Does anyone know if there is a way to test communication between kayako and awbs?

[maximux1]

Ok, it would appear that when I use the standard 'supportsuite' login routine I get a "Register" icon in the support center. When I change the login share to use the AWBS templates the Register icon is gone.

This is a good thing, I think. As you would not be able to register directly in kayako only in AWBS.

So, it appears to be something between the kayako login form and my AWBS db...

Ok, i've verified the Kayako db credentials in AWBS AND the AWBS credentials in Kayako.

Interesting thing just happened. In Kayako -> admincp -> Templates -> LoginShare -> Advanced Webhost Billing System (AWBS) database configure settings, if I change the Hostname setting to the actual hostname, I get a blank white page after trying to log in. When I switch that back to 'localhost' I get redirected back to the support center login.


...

[Troy]

All in all, the AWBS LoginShare is junk, and integration is problematic and will only increase your support load, for these reasons:

1. If you get LoginShare working, and the customer enters eSupport through AWBS the first time, you're okay except that for unknown reasons, eventually the customer will be unable to log in, and you'll find that the password used for AWBS, even though it hasn't been changed, mysteriously no longer works for eSupport.

2. If the customer enters eSupport directly prior to going through AWBS, an account is created with a random password. If the customer logged in with the same email address that is the primary address on the AWBS account, he will not be able to access eSupport from AWBS because the password is different.

3. If the customer changes his email address in AWBS, he will no longer be able to log into eSupport from AWBS.

4. If the customer changes his password in AWBS, he will no longer be able to log into eSupport from AWBS.

The bottom line is you'll have MORE support headaches after switching to eSupport. I speak from experience.

The only true integration which would work seamlessly would be for eSupport to allow you to use the AWBS user table for authentication.

After reading this, be sure and ask for your refund before 30 days expires. Though Kayako's refund policy says nothing about time frames, if you're beyond 30 days you're out of luck. (I speak from experience on that too).

[maximux1]

Thanks for the info, Troy -

Pertty much exactly what I was looking for. Less time wasted the better.

K+

[Neil-UKWSD]

Hi,

The AWBS LoginShare was written by the AWBS developers, the way they have written the module is incorrect and they have encoded the functions file so Kayako cannot look into the problem and fix it.

Kayako did report the issue to Steve @ AWBS (The creator of the LoginShare plugin) but never received a reply or a fix.

Please understand that third party plugins are beyond the scope of Kayako, they can fix them but not if they are encoded. Its best to contact the creator regarding this.

[Digital Mayhem]

Originally Posted by maximux1

So, You had it working?

Is this not a supported function of Kayako anylonger?

Hrm, I've opened a support ticket here so perhaps they will shed some light on it. I've got little interest in the product without the AWBS integration.

Let me know if figure out how to get it working again, I'll do the same.

Thanks,
Max

yay I got it working again.. Man I got skillz