issue with modernbill?

[gate2vn]

just upgraded to 3.00.90, and see few issue with modernbill
- have integrated with modernbill following the instruction, included in eSupport installation
- trying to submit a ticket from modernbill: received blank page after submitting
- ticket went to helpdesk, but it contains just subject, and nothing else. No body message, no customer ID (custom field)

my modernbill and esupport are working fine together on 3.00.32

any other one has this trouble?

[Devil Inside]

I just got eSupport and am not having any troubles with modernbill integration. (v3.00.90)

[gate2vn]

I am not sure what the reason is. Just upgraded from v3.00.32, and the blank page issue appears

[Digital Mayhem]

I upgraded to 3.00.90 and having no issues.

[Devil Inside]

I assume you tried re-uploading the files, just in case something is corrupt?

[Neil-UKWSD]

Hi,

Make sure you have reverted the templates even if u made no changes they should be highlighted as needing a revert if something has been changed in them since the version you had running.

[gate2vn]

Neil,

do I need to revert all templates? Or just some likes header....

thanks

Originally Posted by Devil Inside

I assume you tried re-uploading the files, just in case something is corrupt?

no, I just upload compressed file, then de-compress it on server. Also, I have tried both stable and cvs package. Nothing changes

[gate2vn]

one more thing I want to notice: if customer submits ticket directly from helpdesk link (www.helpdeskex.com), it's working fine without any problem. But if submitting ticket from MB (support.domain.com), the issue appears

[gate2vn]

tried to revert all templates without any change when submitting ticket
any other solution?

[michael_S]

I also have the same issue with submitting tickets through modernbill. After submitting, the next page is shows the modernbill header and left menu, but there is no main content for the page.

When reviewing tickets through the customer interface, there is no content for tickets submitted through modernbill.

Same when reviewing from the Staff CP side. No content for tickets submitted with MB. Title, description and custom fields are there, just no main content. Tickets submitted with the supportsuite main interface are normal.

This issue was present for me in 3.00.80 and is still there after upgrading to 3.00.90...

I also reverted all templates and deleted the cache.

Any ideas?

[subxtech]

Am I missing something, where are the files and directions people are speaking of here?

[michael_S]

The files mentioned above are the Kayako esupport php files and the kayako integration files for modernbill...

The directions/instructions are those included with esupport on how to install the integration files.

You are missing something...

[michael_S]

Has anyone that was having this problem found a solution? I am still unable to get this working. I have tried clean installation, revert all templates, and still no luck.

[michael_S]

Hi,

Just an update. I upgraded to 3.04.10 and the issue was still present, so I decided to do a second install alongside my live install. I installed from scratch with a clean empty database. Then I changed my modernbill integration script to connect to the new clean db, and it works fine.

So, I have narrowed the focus to the database. Something in the settings, or in the actual data is not right and is causing this to fail.

I am in the process of importing all my ticket data into the new db to see if I can find where it breaks. I did a structural diff and everything is identical in both the live and new database, so it is definitely a data issue, but I have no idea what it could be.

If anyone has any ideas, I welcome them.

I have had a ticket in with kayako for weeks now, but there has been no activity on that in about a month...