Help Desk completely down with multiple errors

[Lisa]

In trying to log into the help desk we get the following:

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/swift.php on line 276

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/swift.php on line 373

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/swift.php on line 374

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/includes/functions.php on line 1189

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/includes/functions.php on line 1981

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/includes/functions.php on line 1983

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/includes/functions.php on line 2129

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/includes/functions.php on line 2236

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/includes/SmartyLight/class.template.php on line 717

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/includes/SmartyLight/class.template.php on line 785

Warning: Call-time pass-by-reference has been deprecated - argument passed by value; If you would like to pass it by reference, modify the declaration of [runtime function name](). If you would like to enable call-time pass-by-reference, you can set allow_call_time_pass_reference to true in your INI file. However, future versions may not support this any longer. in /var/www/vhosts/onlinetechnologies.helpserve.com/httpdocs/modules/tickets/tickets.php on line 141

I have a programmer who is working the holiday and he can't access any of his tickets.

Thank you for any assistance you can provide.

[Jamie Edwards]

Hi Lisa,

I have alerted everyone I can to your problem. You will be updated soon.

[bear]

This has come up before. Still no official fix, but here's something you can try on your local install:
http://forums.kayako.com/showpost.ph...9&postcount=21

[Jamie Edwards]

Unfortunately, Lisa is on a hosted account.

[bear]

Htaccess isn't allowed on the hosted accounts?
And this issue, being a long standing one, it seems, isn't fixed on the Kayako servers either?

[Jamie Edwards]

The reason why Lisa's account is affected directly by this is a mistake following a PHP upgrade, where warnings were not suppressed (at least, I believe so).

There is no major issue with the code even though PHP reports its depreciation. This warning is only preparing developers for PHP5, where pass-by-reference will be implicit rather than explicit (due to the object oriented nature).

In PHP4, it is difficult to work around the problem.

[craigbrass]

Would it not be advisable to have PHP upgrades set to manual on the hosted platform?

[Lisa]

I appreciate your help in this matter.

Can you give me some kind of an ETA? I have two programmers who worked the holiday to attempt to clear out tickets. Since it's a holiday they are free from interruption and were hoping to get caught up. With no access to tickets they can't see what's pending or reply with an update as to what they have done. Is it possible that this will be fixed soon? I don't want them to sit there waiting if this will not be up and running soon.

Thank You

[bear]

Lisa, I was able to still access the desk by scrolling down past the errors. Do they prevent you logging in if you do the same?

The reason why Lisa's account is affected directly by this is a mistake following a PHP upgrade, where warnings were not suppressed (at least, I believe so).

Rather than suppress the error, it should be corrected, no?

[supportskins]

Unfortunately Kayako is closed today hence the issue should be fixed first thing tomorrow (in about 10 hours from now)

[craigbrass]

I think this comes back down to a point I raised on an earlier thread.

If people are paying Kayako for the hosting of their helpdesk, there should be at least 1 person able to come online day or night to sort out urgent issues like a server being down or erroring of the software. Helpdesks need to be working 24/7.

[supportskins]

Originally Posted by craigbrass

I think this comes back down to a point I raised on an earlier thread.

If people are paying Kayako for the hosting of their helpdesk, there should be at least 1 person able to come online day or night to sort out urgent issues like a server being down or erroring of the software. Helpdesks need to be working 24/7.

I could not agree more!

Edit: Let me try and get hold of one of the Kayako guys. Will post an update in 5 mins

[Jamie Edwards]

Originally Posted by bear

Rather than suppress the error, it should be corrected, no?

It is not an error, only a warning.

We will investigate and look to improve the hosted services shortly. I am already in the process of investigating these improvements.

[bear]

Originally Posted by supportskins

Unfortunately Kayako is closed today hence the issue should be fixed first thing tomorrow (in about 10 hours from now)

Why would an Indian based company take off for an American holiday? Nothing wrong with days off, but that is unusual, I feel.

[craigbrass]

A service such as SiteUptime should be used to monitor uptime of all the servers and should text someone on going down to come and fix the issue.

Also, there should be a department on http://support.kayako.com for urgent hosted solution support which should have an alert texted to someone again.

Edit: Yea, I was wondering about the holiday too. Thought it was only a UK / USA holiday.