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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 94 Join Date: May 2006 Location: Luton, UK | Due time not being re-calculated -
19-05-2006, 12:33 PM
Hi, I'm having problems getting due time stamps to be re-calculated when the client replies. I've tried this issue on a few versions (I'm running Kayako on a Windows server) and get the same result, even on the Kayako demo area.. - I set the 'Clear Overdue Time for Tickets when Staff Replies' setting to 'Yes'. - Client creates a new ticket from the client support website and a due time is correctly calculated for the ticket. - Staff replies via the staff cp then the due time is cleared. - Client replies via the client support website and the due time remains cleared .. I would expect a new duetime to be recalcuted! Is this a bug or am I missing something? Has anyone else seen this behaviour? Thanks, Rob p.s. Neil - Thanks for your reply on this issue in the thread '3.00.80 stability issues' (http://forums.kayako.com/showthread.php?t=7301&page=9), I was incorrect when I said this functionality worked on a previous release I was mistaken! |
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(#2)
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| Member  Posts: 868 Join Date: Jun 2003 Location: United Kingdom |
19-05-2006, 12:43 PM
Hi Rob, I've just re-tested using just the support centre and I have duplicated this on a Linux system, I was testing with emails when I replied to your other post. Can you please log a bug in the bug tracker if you have not already done so then post the bug ID here for reference? UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk |
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(#4)
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| Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom |
19-05-2006, 02:27 PM
Thanks Rob. I have just tested this with .81 with the SLA debug enabled and have submitted the results to Varun. For some reason replies through the support centre are not getting put through the SLA checking process that is used to create the relevant due time. UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk |
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(#5)
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| Member  Posts: 387 Join Date: Jan 2007 Location: Orange County, CA |
11-04-2007, 01:35 AM
I'm seeing the same thing in current stable build. Features I need asap: 1) Ticket search in the client portal! 2) Column display in client portal showing clients email address or name 3) Downloads by client (i.e. - each client has their own download area and can't see/touch downloads for any other client.) This would be on top of a "public" download area. 4) Integrated KB image uploads The ability for staff to upload images with a KB articles. Cheers! |
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(#6)
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| Operations Manager  Posts: 5,445 Join Date: Jan 2006 Location: United Kingdom |
11-04-2007, 02:00 AM
Hi there, We are aware of the bug and will be pushing out a fix for it soon. -------------------------------------------------------------------
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(#7)
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| Member Posts: 387 Join Date: Jan 2007 Location: Orange County, CA |
11-04-2007, 06:33 PM
Thanks Jamie! This is an important one... Also, just tried enabling the sla debug thing mentioned by Neil. Do I need to restart the website for that change to be picked up? I'm not seeing anything in the audit log (which I'm assuming is where I should see the results of turning this on) or is sla debug not working as a result of this problem? I'd like to know how this (sla debug) is supposed to work, as it sounds like it would be a helpful tool. Thank you! Rich Features I need asap: 1) Ticket search in the client portal! 2) Column display in client portal showing clients email address or name 3) Downloads by client (i.e. - each client has their own download area and can't see/touch downloads for any other client.) This would be on top of a "public" download area. 4) Integrated KB image uploads The ability for staff to upload images with a KB articles. Cheers! |
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(#8)
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| Member Posts: 387 Join Date: Jan 2007 Location: Orange County, CA |
11-04-2007, 10:24 PM
n/m re: the sla debug, I found the sla debug in the general section of the actual ticket. Tks. Rich Features I need asap: 1) Ticket search in the client portal! 2) Column display in client portal showing clients email address or name 3) Downloads by client (i.e. - each client has their own download area and can't see/touch downloads for any other client.) This would be on top of a "public" download area. 4) Integrated KB image uploads The ability for staff to upload images with a KB articles. Cheers! |
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(#9)
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| Operations Manager Posts: 5,445 Join Date: Jan 2006 Location: United Kingdom |
11-04-2007, 10:53 PM
Hi rixm, Glad you had it sorted and sorry I couldn't answer before you found it yourself. -------------------------------------------------------------------
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(#10)
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| Member Posts: 387 Join Date: Jan 2007 Location: Orange County, CA |
12-04-2007, 09:29 PM
NP! your efforts in here are appreciated Jamie! If you happen to know, or learn of, and ETA for that fix, I'd appreciate knowing. It's quite important to me, and I'm sure others as well.  Thanks, Rich Features I need asap: 1) Ticket search in the client portal! 2) Column display in client portal showing clients email address or name 3) Downloads by client (i.e. - each client has their own download area and can't see/touch downloads for any other client.) This would be on top of a "public" download area. 4) Integrated KB image uploads The ability for staff to upload images with a KB articles. Cheers! |
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(#11)
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| Member Posts: 182 Join Date: Jul 2006 |
16-04-2007, 12:30 PM
Hi, This issue has been fixed in upcoming CVS build. You can also email me to get patch for this. Thanks. Regards, |
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(#12)
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| Member Posts: 387 Join Date: Jan 2007 Location: Orange County, CA |
16-04-2007, 11:02 PM
Hi Mahesh, Yes, please send the patch (I emailed you on this also) Thanks, Rich Quote:
Features I need asap: 1) Ticket search in the client portal! 2) Column display in client portal showing clients email address or name 3) Downloads by client (i.e. - each client has their own download area and can't see/touch downloads for any other client.) This would be on top of a "public" download area. 4) Integrated KB image uploads The ability for staff to upload images with a KB articles. Cheers! | |
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(#13)
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| Member Posts: 182 Join Date: Jul 2006 |
17-04-2007, 10:21 AM
Hi, Patch sent on your email. Please update me if issue persists. Thanks. Regards, |
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