Help Desk completely down with multiple errors - Page 2

supportskins · 28-05-2007, 06:43 PM

Well I have some good news

I caught up with Raghav who suggested that he will have this fixed within the next 20 minutes. I suppose you wont have to wait till tomorrow then

To add I have been told it was not a holiday today but it was a half day.

Lisa · 28-05-2007, 06:49 PM

Thank you very much. I had left my computer to do a few things as I am at home and my programmers are on site at work. When I came back and saw that this wouldn't be fixed for 10 hours I was very disappointed. We would be entirely lost without this help desk as it's the very core of how our time is planned. I will be waiting for you reply when the issue is resolved.

Regards

Lisa · 28-05-2007, 06:51 PM

Quote:

Originally Posted by 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?

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

I do get the login screen at the bottom but when I try to login it just brings me back to the same page.

Thankfully I do see that this is being worked on right now.

supportskins · 28-05-2007, 06:52 PM

Raghav is going to have someone fix this within the next 20 minutes. Your helpdesk should be up and running in no time!

Lisa · 28-05-2007, 06:54 PM

Quote:

Originally Posted by supportskins

Raghav is going to have someone fix this within the next 20 minutes. Your helpdesk should be up and running in no time!

Thank you for your assistance.

supportskins · 28-05-2007, 06:58 PM

Glad to help

**Jamie Edwards** · 28-05-2007, 07:10 PM

Hi there,

Supportskins must have miscommunicated with Raghav. I have been in direct contact with him during this time, and in the said 20 minutes Raghav will try to reach one of the lead engineers who will be able to fix the problem.

I apologise to Lisa for the problems. We will do our best to fix your issue as soon as possible.

As I said previously, I will continue to investigate improvements we can make to 24/7 availability of our hosted servers.

Thanks,

Lisa · 28-05-2007, 07:20 PM

I have alerted the programmer that I have to leave for about 1/2 hour but will be back. He has the link to this thread so if you could please reply when the situation has been resolved I would greatly appreciated it. I have instructed him to keep trying the help desk also.

Thank You

Lisa · 29-05-2007, 12:53 AM

No resolve?

**Jamie Edwards** · 29-05-2007, 01:11 AM

Hi Lisa,

We were unable to reach an engineer. One will be available in 5 hours time, and you should receive an immediate resolution.

Mohit Sharma · 05:46 AM

Hi,

Sorry for inconvenience. This has been fixed. The problem with the "allow_call_time_pass_reference" is already fixed in the latest builds and the client is using very old version i.e. v3.00.32 .

Regards,

Lisa · 29-05-2007, 11:15 AM

Thank you for resolving the issue.

I want to comment that I am fully aware of the fact that we are using a very old version and felt a little input may shed some light as to why. I want to start by saying that for this help desk to be down is a production stopping emergency for us. I had two programmers , one on site and one off, who were both working yesterday in the efforts to get caught up. Neither was able to access their tickets in the system. They had other projects to work on but due to the capability to work uninterrupted with the outstanding tickets was the point and that was lost.

We began using this system back in February of 2006. There was virtually no documentation at the time but we were able to find our way around. Just as we were beginning to become completely familiar you released a new build. Between the lead programmer and I watching the posts in here and the problems that people were having who moved to the build we made the decision to hold off. This help desk is the core of our business and is too essential for us to not have it functioning at all times. To move to a newer build has been a low priority for us because as long as the system worked we were satisfied. Up until the past few days we haven't had any issues. Oddly enough, over the past week my lead programmer had created a backup and was looking into moving to the latest build. He didn't want to do this until we were absolutlely sure that it was safe for us to do that. He was doing further research through the release notes and posts on here. Once again, I must stress that for this to be down is devastating to us and our workflow.

With the issues that we have had between the autoemails not generating properly and this error message I have come to learn that the way to support is through this forum. I can't tell you how frustrating it was to enter a ticket for support. For some reason I would enter all of the information in the members area and it would virtually disappear when I hit the submit button. I then entered a ticket under sales just to have a record of it, received the autogenerated email that my ticket was received. However, when I clicked the link for the ticket it tells me that access to the ticket is denied and you have no record of this ticket. In the meantime I have clients that are not receiving crucial information and neither are we. Thankfully the issue was resolved.

So to sum it up the reason that we are on an old build is due to the fact that when people upgrade I have seen posts where they also had to deal with production stopping issues. We can't afford to have that happen.

I'm sure that over the next few weeks that we will bite the bullet and do the upgrade. My only hope is that if something goes wrong that we are able to remedy the issue quickly. To have what happened yesterday occur on a normal business day would bring business to a literal halt outside of reverting back to emails going back and forth for support. Then what would be the point of having a help desk?

I appreciate your help in the issues that I've had. However, I must stress that something needs to be done regarding the ability to enter support tickets. The ability to get things resolved on here gives me a bit more confidence in attempting to move to the latest build.

Regards

**bear** · 29-05-2007, 11:47 AM

Just a suggestion, but if this is so mission critical for you, perhaps it would be best if you purchased an owned version and installed on your own server instead of using the Kayako hosted version? This would afford you the ability to implement the smaller fixes yourself should they arise, and give you more control over the whole thing. This was one of the deciding factors for me in buying the owned version as opposed to the hosted one.

**Jamie Edwards** · 29-05-2007, 12:14 PM

Hi Lisa,

It is terribly bad luck for all of the problems to have occurred with yourself, and especially on the weekends.

The support desk is actually the best place to receive support but is closed on the weekends, unfortunatly. Therefore, coming to the forums was the correct thing to do.

We will be looking to improve the availability of staff for responding to any issues regarding the hosted services - you are correct that high availability of your support desks is a necessity.

I believe there are no major current issues with the latest STABLE build, 3.10.02. Many people have been running it for some time (including myself), and I strongly advise you put in the request for an upgrade.

Thanks,

Lisa · 29-05-2007, 01:04 PM

I am going to alert the lead programmer that we should upgrade to the latest version and will go from there.

Thank you for all of your help.

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Lisa Offline Member Posts: 73 Join Date: Feb 2006	28-05-2007, 06:49 PM Thank you very much. I had left my computer to do a few things as I am at home and my programmers are on site at work. When I came back and saw that this wouldn't be fixed for 10 hours I was very disappointed. We would be entirely lost without this help desk as it's the very core of how our time is planned. I will be waiting for you reply when the issue is resolved. Regards

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	28-05-2007, 06:52 PM Raghav is going to have someone fix this within the next 20 minutes. Your helpdesk should be up and running in no time! Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	28-05-2007, 06:58 PM Glad to help Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Lisa Offline Member Posts: 73 Join Date: Feb 2006	28-05-2007, 07:20 PM I have alerted the programmer that I have to leave for about 1/2 hour but will be back. He has the link to this thread so if you could please reply when the situation has been resolved I would greatly appreciated it. I have instructed him to keep trying the help desk also. Thank You

Lisa Offline Member Posts: 73 Join Date: Feb 2006	29-05-2007, 12:53 AM No resolve?

Mohit Sharma Offline Member Posts: 39 Join Date: Aug 2006	29-05-2007, 05:28 AM Hi, Sorry for inconvenience. This has been fixed. The problem with the "allow_call_time_pass_reference" is already fixed in the latest builds and the client is using very old version i.e. v3.00.32 . Regards, Mohit used to be a Kayako staff member. Last edited by Mohit Sharma; 29-05-2007 at 05:46 AM.

Lisa Offline Member Posts: 73 Join Date: Feb 2006	29-05-2007, 01:04 PM I am going to alert the lead programmer that we should upgrade to the latest version and will go from there. Thank you for all of your help.