blank tickets using loginshare (modernbill)

[netgroup]

Hi,
Everything was working ok in my 3.04.10 build for months, until today.

As a customer:
If I use my support desk on it's own, everything works perfectly. It also works perfectly if customers send a support ticket via email. I use pop3.

However, if I login to modernbill, and call up my support desk with the loginshare, everything looks and works ok until I submit the support ticket.

There is no confirmation that the support ticket has been sent.

As admin:
When I view the ticket in my staff control panel, it is there, but the content of the ticket is empty. The subject is there, dept, etc, but no text in the ticket.

All emails are being sent so at present I'm reading customers emails and replying in the ticket thread, but their first post is non-existent. It only happens with loginshare.

Curiously, also today, all SMS messages stopped working as well.

Anyone got any ideas?

Thanks

[netgroup]

Further to this. If the customer adds to the conversation by making a second post, it shows up ok. It's just the first post that loginshare is losing somehow. ?

[Jamie Edwards]

Hi netgroup,

We are aware of the SMS problem some people are having - it is a strange one, as it is still working for a lot. We are looking into it.

About your ModernBill issue - I am afraid I am not clued up on this subject, so I would suggest you submit a ticket about it. If I recall correctly, it has been handled before.

[supportskins]

Have you edited any templates? Which version of ModernBill are you using?

[netgroup]

Originally Posted by supportskins

Have you edited any templates? Which version of ModernBill are you using?

Hi,
Only a couple of templates edited, such as removing the copyright from the footer etc, and nothing edited in the past 5 months when everything has been working perfectly.

I'm using Modernbill Version 4.4.0:B-2:REL:Z:35

I also carried out an upgrade to Kayako 3.10.02 last night.

Thanks for any help on this.

[supportskins]

Run the templates diagnostics test under:
Admin CP > Templates > Diagnostics

Check if it displays any errors. Also make sure you have restored the necessary templates after upgrading your helpdesk. You can check than under:
Admin CP > Templates > Diagnostics > List Modified Templates

[netgroup]

Originally Posted by supportskins

Run the templates diagnostics test under:
Admin CP > Templates > Diagnostics

Check if it displays any errors. Also make sure you have restored the necessary templates after upgrading your helpdesk. You can check than under:
Admin CP > Templates > Diagnostics > List Modified Templates

hi,
Yea, I did all of that and every template shows 'SUCCESS'.

Baffled.

[hbouma]

I'm running into it as well.

When I submit a ticket via Modernbill v4's support section, I get a blank page and while the ticket is entered, its blank and no email alerts are sent out even though I have an alert set for new tickets.

I've tried 3.10.02 and 3.11.00 without any success (plain vanilla installs).

I'm going to have to go back to v2.3.5 until this is fixed and will put a bug in the bug list for it.

Hal

[craigbrass]

Have you submitted a ticket hbouma? If so what is your ticket ID? If not, do submit one so the issue can be traced.

[hbouma]

Hi CraigBrass,

Yes, I have a ticket ID, it is UXU-891618. Its been open for a month now with little progress being made. Apparently, the blank pages come up when you have the SMTP option enabled for sending emails. The rest of the help desk works fine with it enabled though. Since then, I've also learned that customers can't close tickets from Modernbill. You click on close and they get taken back to the dashboard. So that is something else which will need to get fixed.

Hal

[craigbrass]

Hopefully Jamie will be able to chase it up when he gets online as you have given your ticket ID.

I cannot see why using SMTP would cause this problem.

[Jamie Edwards]

Hi Hal,

Your ticket is being worked on - it requires the attention of a developer, which is the reason for the delays here. It seems like your SMTP server is causing a time out; have you tried using a different SMTP server, or are you certain it is necessary to use one at all?

Thanks,

[hbouma]

Originally Posted by Jamie Edwards

Hi Hal,
Your ticket is being worked on - it requires the attention of a developer, which is the reason for the delays here.

If you consider no updates for over a month [where I am waiting to hear back on what files the developer(s) want to change the permissions on even though I've already provided them with ftp access that allows them to do this] as 'working on it', then yes, this issue is being worked on.

It seems like your SMTP server is causing a time out; have you tried using a different SMTP server, or are you certain it is necessary to use one at all?

As also stated in the ticket, the SMTP settings work fine in the other sections of eSupport so there is no reason why it shouldn't be working in the Modernbill integration section. And yes, it is necessary to use the SMTP server settings because surprise, surprise, I am having problems with the mail() method where Kayako is randomly picking email queue addresses for the -f setting. So I've had to remove the other email pipes to the help desk for now until someone gets around to fixing my SMTP server bug.

So I'm now up to three bugs [SMTP server doesn't work, users can't close tickets from Modernbill, and random addresses are being picked for the sender via the mail() function] and I've hardly used the product. I can't say this has been a promising start so far for software whose minor release is in double digits.

Hal

[hbouma]

Just in case anyone was still wondering about this.

I'm still waiting for anyone to get back to me on my Modernbill issues. So far, its been over 5 months now since contacting them and the basic response I've received from Kayako is that they're too busy to be bothered with this issue.

Hopefully the rest of you will have better luck with getting assistance from their support staff than I have.

Hal