Question about Reloading Page when error

Sarah_User · **Question about Reloading Page when error -** 17-07-2007, 08:58 PM

So I have a lot of extra html modifications to the submit ticket and custom fields templates. Now if a user presses submit and they missed a required field, it won't reload all my custom things. Is there a template I forgot to modify?

Thanks!
Sarah

craigbrass · 17-07-2007, 09:34 PM

I think it is likely you overwrote the code that handles this. Best thing would be to contact support who will investigate what code is missing (http://support.kayako.com).

supportskins · 17-07-2007, 09:45 PM

I do not believe Kayako will support your custom html modifications. What exactly does it not load?

craigbrass · 17-07-2007, 10:04 PM

Even template changes? I did not realise that. I knew they didn't support code changes to the php files but I always thought they did with templates.

Sarah_User · 17-07-2007, 10:13 PM

I changed the custom_fields template...and looking over it again (as i saved the original) I don't see anything that would affect this. All I changed on the Submitticket template was making a few things bold, etc. No real big changes there.

I really don't see why it is doing what it is doing. Any more help would be wonderful!

Thanks!
Sarah

supportskins · 18-07-2007, 06:57 AM

No they will not support *any* custom modifications, may it be templates or source code.

Which text did you change to "bold" in submit tickets?

craigbrass · 18-07-2007, 10:23 AM

Thats totally insane. Obviously people are gonna modify their templates and they should support this. If this is the case, I think Kayako need to change their stand on this.

**Jamie Edwards** · 18-07-2007, 11:08 AM

Officially no code or template modifications are guaranteed. If your support and upgrades subscription is current, if you run into problems modifying templates then you can submit a ticket and see what guidance you can receive but we do not guarantee to fix code that his been broken through your customisations.

Or you can make use of the forums here, which is what I advise most people should do because our staff are not trained all trained to customise the software whereas most of us on the forums are.

I do not think it is insane, it is quite sensible otherwise we would be inundated with support requests from users who want us to customise the software or who have broken it whilst modifying it themselves. The policy is also not out of line with many similar web applications or in fact, any much other software I know of.

craigbrass · 18-07-2007, 11:18 AM

Ah right, so you try to help where you can but make no guarnatees. Thats a much better policy. I know vB/IPB/X-Cart and a few other companies I deal with do it this way. Thanks for clearing that up Jamie.

Sarah_User · 18-07-2007, 03:08 PM

Ok that's great, but I don't think that I overwrote anything as I have my own modifications in there plus the originals, and my stuff is just for ticket layout. Is there another template that loads after an error (if someone forgot to enter in a required field that is a custom field)?

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
unexpected error	nadia	LiveResponse Desktop Application	3	21-06-2007 06:04 PM
ERROR: You do not have enough permissions to access this page	Bearman	SupportSuite, eSupport and LiveResponse	5	12-09-2006 08:12 AM
help needed with a page error	ppc	SupportSuite, eSupport and LiveResponse	2	11-07-2006 01:06 PM

Sarah_User Offline Member Posts: 52 Join Date: Jul 2007	Question about Reloading Page when error - 17-07-2007, 08:58 PM So I have a lot of extra html modifications to the submit ticket and custom fields templates. Now if a user presses submit and they missed a required field, it won't reload all my custom things. Is there a template I forgot to modify? Thanks! Sarah

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	17-07-2007, 09:34 PM I think it is likely you overwrote the code that handles this. Best thing would be to contact support who will investigate what code is missing (http://support.kayako.com). Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

supportskins Offline Senior Member Posts: 3,845 Join Date: Aug 2006 Location: Mumbai, India	17-07-2007, 09:45 PM I do not believe Kayako will support your custom html modifications. What exactly does it not load? 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/

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	17-07-2007, 10:04 PM Even template changes? I did not realise that. I knew they didn't support code changes to the php files but I always thought they did with templates. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Sarah_User Offline Member Posts: 52 Join Date: Jul 2007	17-07-2007, 10:13 PM I changed the custom_fields template...and looking over it again (as i saved the original) I don't see anything that would affect this. All I changed on the Submitticket template was making a few things bold, etc. No real big changes there. I really don't see why it is doing what it is doing. Any more help would be wonderful! Thanks! Sarah

supportskins Offline Senior Member Posts: 3,845 Join Date: Aug 2006 Location: Mumbai, India	18-07-2007, 06:57 AM No they will not support any custom modifications, may it be templates or source code. Which text did you change to "bold" in submit tickets? 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/

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	18-07-2007, 10:23 AM Thats totally insane. Obviously people are gonna modify their templates and they should support this. If this is the case, I think Kayako need to change their stand on this. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,734 Join Date: Jun 2005 Location: Cumbria, UK	18-07-2007, 11:18 AM Ah right, so you try to help where you can but make no guarnatees. Thats a much better policy. I know vB/IPB/X-Cart and a few other companies I deal with do it this way. Thanks for clearing that up Jamie. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Sarah_User Offline Member Posts: 52 Join Date: Jul 2007	18-07-2007, 03:08 PM Ok that's great, but I don't think that I overwrote anything as I have my own modifications in there plus the originals, and my stuff is just for ticket layout. Is there another template that loads after an error (if someone forgot to enter in a required field that is a custom field)?