Email Issues

[DrakeHS]

I am having problems with email. I have setup and had working an alert that would send out an email to all staff whenever a new ticket is created. I just implented the system live to a client first of this week. This morning he logged in and submitted a ticket. None of the staff recieved an email about this ticket coming in. The only reason I found it was I logged in to the Staff CP and there it was.
I am using the stmp option as our email is hosted offsite. I have gone through all of the settings and can't find anything that has changed. Does anyone have any ideas on where to start? Let me know what info is needed.

Thanks
Mike

[craigbrass]

Have you upgraded Kayako recently?

[supportskins]

If you post a reply to the ticket, does your client receive the replies?

[DrakeHS]

I have not upgraded yet. I have been thinking about maybe doing that. Right know I have 3.04.10. I doubt my client is getting the responses as the test tickets I have been creating are not going through to my test email account.
It was working fine. I hadn't made any changes before having a client live test it. Should I upgrade? Any other thoughts would be appreciated.

Thanks
Mike

[craigbrass]

I strongly recommend you upgrade. 3.11.01 has many bug fixes since your version and introduces a few new features.

[DrakeHS]

Thanks Craig,

I will look into upgrading. I just looked over the procedures in the manual. Is it really as straight forward as it seems?

[craigbrass]

All you have to do is backup your template changes and manually merge these back in after the upgrade. Other than that, it is simple.

[supportskins]

Besides backing up the templates, make sure you take a complete back up of your database as well just incase if anything goes wrong although the upgrade process is very straight forward

[craigbrass]

And files would be advisable too.

[DrakeHS]

Ok....I decided to give the upgrade a try and did the following:
I downloaded the most recent stable version.
I backed up the entire support directory on my server.
I backed up the database in both the Admin CP and MySQL admin.
I copied the new version files to the support dir (excluding the config folder).
I opened a browser and pointed it to the setup folder and clicked upgrade.
I accepted the legal stuff.
At the bottom just above the username and password prompt I got an error about mbstring not being enabled and to recompile PHP with the enable mbstring option.

I stopped immediately there and reverted to my backup as I dont want it down for very long until the weekend. Any ideas as to why I got this error? I am using PHP 4.4.4 and MySQL 5.0. I was upgrading from V. 3.04.10 to 3.11.01.

So far the only reason I was trying the upgrade was to fix email issues. I have my own on-site webserver and we use an outside POP email hosting account.

Come on guys, I'm counting on you. You haven't failed me yet.

Thanks in advance
Mike

[craigbrass]

You need to recompile (or get your host / sys admin to) PHP with mbstring. mbstring is a requirement for 3.11.x.

Adding --enable-mbstring to the compile command compiles PHP with mbstring.

[DrakeHS]

How do I recompile PHP? I am running this on a Windows 2003 server. Does this mean to reinstall?

[craigbrass]

Yea, you will need to reinstall. A guide is available at http://www.php.net/manual/en/install.windows.php

[DrakeHS]

Thanks for the help all.

I performed what looked to be a successfull upgrade to 3.11.01.

I will let you know if I still have issues with email. Also is there a list of features added to the new version?

Thanks

[craigbrass]

New Build: 3.11.00 STABLE lists the majority of changes.