Can't submit/reply to a ticket

[Matthew]

For some reason this morning users on our company network cannot submit or reply to tickets via the web interfaces, whether for client or staff. The page simply hangs; sometimes, after a while it might ask if we want to download a php file.

At first I thought this was a server-related issue, as I've made no changes to my Kayako installation, the hosting server, or to our firewall. My first step was to verify that the symptoms were reproducible from another network. However, they are NOT. Everything works fine. I also don't seem to have any problems submitting data to apps like vBulletin (this forum), or submitting changes to my Plesk control panel. I've tried clearing my browser cache, cookies, and the Kayako server cache for good measure. No joy. When I try to submit a ticket to my hosting provider's Kayako-based helpdesk, I see the same issue!

I tried using a 'backup' install of Kayako, using a database and source files from several days ago when things were definitely working. Same symptoms!

So the issue is something on our network, or possibly on the ISP network. Yet I'm completely baffled at this point as to what it might be, and why it only seems to affect Kayako so far. We use Kerio WRF v6.4.2 on a WinXp box as our firewall. A search of the logs shows nothing out of the ordinary. I've tried restarting this box.

Other Kayako functions, such as updating KB articles and ticket *properties*, seem to work fine.

Has anyone ever experienced a similar issue, with Kayako or another PHP app? Our helpdesk has ground to a halt because of this problem. Please help if you have any insight!

[craigbrass]

Sounds like Plesk has auto upgraded your PHP and it has removed something that was there before. Checking for mbstring would be my first port of call.

[Matthew]

Originally Posted by craigbrass

Sounds like Plesk has auto upgraded your PHP and it has removed something that was there before. Checking for mbstring would be my first port of call.

Thanks for giving it a shot Craig.

Plesk is not set to auto-update, and mbstring is on as it should be. As noted, I have no problems if I remote to an outside address and try from there. And everything other than ticket submission/replying is working fine. I suspect my firewall or ISP is doing something peculiar. I will try directly attaching to my laptop once the workday ends in a few minutes, and report back with the results.

[craigbrass]

Oh, right. Could be cache issue internally then.

[Matthew]

Originally Posted by craigbrass

Oh, right. Could be cache issue internally then.

That's what I thought, too. But I've set my firewall NOT to cache anything from the Kayako site (and have confirmed that it's working as intended), and I've cleared my browser cache and cookies. Damn.

I can update ticket properties, and reply to a staff message via the SupportCenter client side. I just can't submit a new ticket from anywhere, nor can I reply to a client request via the staff side. What makes those 2 functions different?