Importing Templates - Kayako

Siora · **Importing Templates -** 10-08-2007, 01:29 AM

I am trying to import a template for one of my template groups. What I did was this...exported the main template group and then imported the template to over write an existing template group. However after it is done importing I go to check that template group and it still has all the old templates. Anyone know why or what I'm doing wrong? With the old version thats what I used to do and it worked perfectly but with this version it does not.

craigbrass · 10-08-2007, 09:10 AM

Did you import version to version rather than an older template into a new version?

Maybe try ticking "Ignore Version" on import.

Siora · 10-08-2007, 01:09 PM

It is version to version. I created the export right before I did the import and I always have that other setting set to no.

craigbrass · 10-08-2007, 01:22 PM

Try setting it to yes to see if that works.

Siora · 10-08-2007, 01:51 PM

No go...I mean it looks like it goes through but the templates don't change. Here's a question...do I have to restore all the templates from the group that I'm trying to import into first?

Siora · 10-08-2007, 01:53 PM

What does the restore templates function do? Will it prompt me as to which templates to restore or will it just restore the default...I'm a bit scared to hit it.

craigbrass · 10-08-2007, 02:02 PM

You shouldn't have to. The restore functionality restores it to what it defaultly should be.

I suggest you contact support and ask them to have a look over it as it is working fine for me (tried an import / export).

Siora · 10-08-2007, 02:11 PM

Okay done: OYZ-309943

It sucks that all this has to happen after an upgrade...makes me scared of ever upgrading again.

Siora · 15-08-2007, 02:14 AM

Its been 4 days and support hasn't even acknowledged my ticket. Any idea?

craigbrass · 15-08-2007, 08:50 AM

As you have posted your ticket ID, Jamie should be able to get it chased up when he comes online.

**Jamie Edwards** · 01:06 PM

Hi Mehul,

Mahesh will contact you directly about this. I am sorry for the invonvinience.

Siora · 15-08-2007, 12:56 PM

Thanks Jamie, I got his email and emailed him back. My ticket was accidentaly erased.

craigbrass · 15-08-2007, 01:20 PM

Accidentaly erased? Was that the reason it never got answered like?

Siora · 15-08-2007, 01:32 PM

I guess so. I didn't ask, mistakes happen.

craigbrass · 15-08-2007, 01:40 PM

Oh yea, am sure it was. Just wondering.

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craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	10-08-2007, 09:10 AM Did you import version to version rather than an older template into a new version? Maybe try ticking "Ignore Version" on import. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	10-08-2007, 01:09 PM It is version to version. I created the export right before I did the import and I always have that other setting set to no. Siora Solutions Inc. www.sioraIT.com

craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	10-08-2007, 01:22 PM Try setting it to yes to see if that works. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	10-08-2007, 01:51 PM No go...I mean it looks like it goes through but the templates don't change. Here's a question...do I have to restore all the templates from the group that I'm trying to import into first? Siora Solutions Inc. www.sioraIT.com

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	10-08-2007, 01:53 PM What does the restore templates function do? Will it prompt me as to which templates to restore or will it just restore the default...I'm a bit scared to hit it. Siora Solutions Inc. www.sioraIT.com

craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	10-08-2007, 02:02 PM You shouldn't have to. The restore functionality restores it to what it defaultly should be. I suggest you contact support and ask them to have a look over it as it is working fine for me (tried an import / export). Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	10-08-2007, 02:11 PM Okay done: OYZ-309943 It sucks that all this has to happen after an upgrade...makes me scared of ever upgrading again. Siora Solutions Inc. www.sioraIT.com

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	15-08-2007, 02:14 AM Its been 4 days and support hasn't even acknowledged my ticket. Any idea? Siora Solutions Inc. www.sioraIT.com

craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	15-08-2007, 08:50 AM As you have posted your ticket ID, Jamie should be able to get it chased up when he comes online. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	15-08-2007, 12:56 PM Thanks Jamie, I got his email and emailed him back. My ticket was accidentaly erased. Siora Solutions Inc. www.sioraIT.com

craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	15-08-2007, 01:20 PM Accidentaly erased? Was that the reason it never got answered like? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Siora Offline Member Posts: 1,283 Join Date: Apr 2007 Location: Toronto Canada	15-08-2007, 01:32 PM I guess so. I didn't ask, mistakes happen. Siora Solutions Inc. www.sioraIT.com

craigbrass Offline Senior Member Posts: 5,922 Join Date: Jun 2005 Location: Cumbria, UK	15-08-2007, 01:40 PM Oh yea, am sure it was. Just wondering. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger