Blank page after replying to ticket...

UH-Matt · **Blank page after replying to ticket... -** 13-05-2007, 09:59 PM

After submitting a reply to a ticket in the staff control panel it changes page name to index.php and the screen goes blank. There is no redirect, but the reply does get added to the ticket...

Why is this happening?

supportskins · 13-05-2007, 10:29 PM

Have you edited any templates? Check your server error_log for any reported errors.

UH-Matt · 13-05-2007, 10:31 PM

There is an error:

[Sun May 13 23:33:37 2007] [error] [client 150.101.162.17] PHP Parse error: syntax error, unexpected $end in /var/www/html/helpdesk/cache/9d5965e2cc4b02b41c3490d3806d1caa.php on line 102, referer: http://www.unitedsupport.co.uk/helpd...ticketid=41912

UH-Matt · 13-05-2007, 10:32 PM

Editted the header,footer,index, css template to integrate with site, yes.

supportskins · 13-05-2007, 11:16 PM

Try rebuilding your cache and run the diagnostics test on your templates to check if there are any errors in them.

UH-Matt · 13-05-2007, 11:47 PM

Clearing the cache seems to have fixed this, diagnostics was all ok!

Maybe there should be an automatic clearing of the cache each time a template gets modified...

Brent · 14-05-2007, 12:41 AM

Quote:

Originally Posted by UH-Matt

Clearing the cache seems to have fixed this, diagnostics was all ok!

Maybe there should be an automatic clearing of the cache each time a template gets modified...

That would be a great idea...and a feature that should be added...

sabotage79 · 16-05-2007, 02:37 PM

Where is the rebuild cache button? I can't find anywhere.

I'm having the same blank page problem, and the email never actually sends even though it posts to the web.

UH-Matt · 16-05-2007, 02:42 PM

http://www.yourdomain.com/supportsui...a=rebuildcache

sabotage79 · 16-05-2007, 02:59 PM

I just get another blank page with I use that url with my domain and support path. Is this correct, a blank page?

supportskins · 16-05-2007, 04:02 PM

Check your server error_log for any reported errors.

sabotage79 · 12:40 AM

error_log shows:

[Wed May 16 19:14:19 2007] [error] [client 69.130.121.232] File does not exist: /home/sites/special/public_html/support/files/20bf393ce500d123e71f7ded51e75e85.js

We also cannot reply to tickets as this results in a blank page. Hitting back shows our reply, but no email is actually sent.

We had one of your developers working on a seperate issue where emails were not going into the correct departments, and after they did, we started having 2 new issues.

1. Piping stopped working and we had to change our piping from
|/home/sites/special/public_html/support/cli/index.php

to

|/usr/local/bin/php /home/sites/special/public_html/support/cli/index.php

2. We can no longer create tickets or reply to tickets. Doing so results in a blank page. If we hit back, and hit refresh, our reply shows on the page, but no emails are ever sent.

What did they do and how can we fix? I tried renaming my support folder, and uploading a fresh copy, but same thing.

Brent · 17-05-2007, 01:37 AM

I would put in a support ticket....

That sounds like a mess that will need real help

Also a full run down of exactally what was done and in what order....

supportskins · 17-05-2007, 02:36 AM

Can be a PHP setting issue as well. Contact Kayako support with your phpinfo and make sure you have not changed any of the templates (specially email templates) and try rebuilding your cache.

sabotage79 · 17-05-2007, 03:37 AM

Raghav Arora graciously live chatted with me, and worked out the issue while I waited. He was able to fix the problem, but I'm not sure what he ended up doing. He said he replaced some files and tweaked some settings.

All is good now! Thanks so much for the great support!

Kind regards,
Sab

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UH-Matt Offline Member Posts: 59 Join Date: Jul 2004 Location: London, UK	Blank page after replying to ticket... - 13-05-2007, 09:59 PM After submitting a reply to a ticket in the staff control panel it changes page name to index.php and the screen goes blank. There is no redirect, but the reply does get added to the ticket... Why is this happening? Matt Wallis Company Director United Communications Limited www.unitedhosting.co.uk \| www.unitedhosting.com

supportskins Offline Senior Member Posts: 3,705 Join Date: Aug 2006 Location: Mumbai, India	13-05-2007, 10:29 PM Have you edited any templates? Check your server error_log for any reported errors. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

UH-Matt Offline Member Posts: 59 Join Date: Jul 2004 Location: London, UK	13-05-2007, 10:32 PM Editted the header,footer,index, css template to integrate with site, yes. Matt Wallis Company Director United Communications Limited www.unitedhosting.co.uk \| www.unitedhosting.com

supportskins Offline Senior Member Posts: 3,705 Join Date: Aug 2006 Location: Mumbai, India	13-05-2007, 11:16 PM Try rebuilding your cache and run the diagnostics test on your templates to check if there are any errors in them. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

UH-Matt Offline Member Posts: 59 Join Date: Jul 2004 Location: London, UK	13-05-2007, 11:47 PM Clearing the cache seems to have fixed this, diagnostics was all ok! Maybe there should be an automatic clearing of the cache each time a template gets modified... Matt Wallis Company Director United Communications Limited www.unitedhosting.co.uk \| www.unitedhosting.com

sabotage79 Offline New Member Posts: 15 Join Date: Dec 2003	16-05-2007, 02:37 PM Where is the rebuild cache button? I can't find anywhere. I'm having the same blank page problem, and the email never actually sends even though it posts to the web.

UH-Matt Offline Member Posts: 59 Join Date: Jul 2004 Location: London, UK	16-05-2007, 02:42 PM http://www.yourdomain.com/supportsui...a=rebuildcache Matt Wallis Company Director United Communications Limited www.unitedhosting.co.uk \| www.unitedhosting.com

sabotage79 Offline New Member Posts: 15 Join Date: Dec 2003	16-05-2007, 02:59 PM I just get another blank page with I use that url with my domain and support path. Is this correct, a blank page?

supportskins Offline Senior Member Posts: 3,705 Join Date: Aug 2006 Location: Mumbai, India	16-05-2007, 04:02 PM Check your server error_log for any reported errors. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Brent Offline Member Posts: 124 Join Date: May 2006	17-05-2007, 01:37 AM I would put in a support ticket.... That sounds like a mess that will need real help Also a full run down of exactally what was done and in what order.... KillerSurf Internet Services www.killersurf.net

sabotage79 Offline New Member Posts: 15 Join Date: Dec 2003	17-05-2007, 03:37 AM Raghav Arora graciously live chatted with me, and worked out the issue while I waited. He was able to fix the problem, but I'm not sure what he ended up doing. He said he replaced some files and tweaked some settings. All is good now! Thanks so much for the great support! Kind regards, Sab