Session Lost in ModernBill Integration - Kayako

SnakeDiver · **Session Lost in ModernBill Integration -** 08-01-2008, 11:05 PM

Hello,

I already have created a support ticket (which was supposedly lost (==ignored)), and a bug ticket about this. But I also wanted to post it here.

So, this is what I have:

I'm using ModernBill (everyone turn and spit now), which is integrated with eSupport. I'm using PHP 5.2.x, on a Linux system.

The issue:
I'm testing the integration of MB and eSupport, so I've created a ticket as a client. The issue is that when I try to update the Priority or Status (Open, Closed, etc) of a ticket. Everytime the status or priority is updated by the client in MB, the session is lost. However, the replying to a ticket works just fine.

MB retains sessions by using a variable called "sid" in the query string. This variable is either not being passed to eSupport (the Swift thing) or is not being sent back by eSupport to MB when it redirects the user. I think its the first of the two, as the status of the ticket is not updated.

Has anyone else run into this issue? Anyone have a quick fix? I've already tried modifying the template to append the sid to the helpdesk ticket creation template thing (from MB side) but that didn't work. I don't have access to the source so I can't investigate / resolve the issue myself.

Cheers,

**Jamie Edwards** · 09-01-2008, 09:07 AM

Hi SnakeDiver,

What was your ticket ID? Although I cannot help you with the integration problem, I can follow this up (and find out why your ticket was lost).

SnakeDiver · 09-01-2008, 03:53 PM

Ticket ID: FLF-809291

Thanks,

SnakeDiver · 10-01-2008, 08:29 PM

Wow. Its been 9 days since I posted my ticket and I've had no response to it. Managed to resolve one issue myself, but there is still another issue outstanding in the ticket (both were related).

I contacted live help and asked what the ticket response time was, and they said for support issues 6 hours. That was 3 (or 4) days ago. Ticket opened 9 days ago.

Any updates Jamie? Thanks.

Cheers,

supportskins · 10-01-2008, 08:58 PM

Issue which need tracing can take more time.

**Jamie Edwards** · 10-01-2008, 09:05 PM

Hi there,

I am very sorry about this - I just checked up on it and someone who was meant to update you never did (mixed up ticket assignments); you will receive an update tomorrow (~ 9 hours).

SnakeDiver · 12-01-2008, 01:33 AM

SupportSkins, I know development issues can take a little time. But even just a message of "We're looking into it, we'll let you know of what we find shortly" is better than no response at all.

Thanks for your help Jamie, but I still have no response. No updates on the issue. I'm supposed to renew my license in 9 days, but will not until I at least get a response on the issue.

Cheers,

craigbrass · 12-01-2008, 10:37 AM

As long as you submitted it before your support ran out, your issue will be answered if you don't renew.

SnakeDiver · 12-01-2008, 06:48 PM

Quote:

Originally Posted by craigbrass

As long as you submitted it before your support ran out, your issue will be answered if you don't renew.

I've got a monthly leased license. If I don't renew I don't have a product.

craigbrass · 08:06 PM

Oh right, missed that info on the left. I see what you are saying now.

SnakeDiver · 12-01-2008, 08:05 PM

Not just that. I'm interested in a product that when I pay for it if I have a problem I actually get support. Prefer that all the features work, but if there are some minor issues (such as integration not working) I would like to know that there is a support team available to assist me.

But its been 11 days now without a response. And multiple broken promises on when I'd be receiving a response.

**Jamie Edwards** · 12-01-2008, 08:08 PM

Hi SnakeDiver,

I have again prompted our developers to update your ticket. I apologise for you not having received a response yet, it is unacceptable. I am unable to access our support desk at present, but will ensure you are updated as soon as possible.

SnakeDiver · 12-01-2008, 08:19 PM

Thanks Jamie.

n2972s · 20-01-2008, 06:09 AM

Same issue here, if you do get a response and have a solution could you post it here?

SnakeDiver · 20-01-2008, 07:28 AM

Hey,

I did finally get a response, and from then the responses were fairly fast until my last one.

They told me to upgrade to the CSV 3.11.02. While I was kind of nervous about upgrading to an unstable version, they insisted it was production suitable so I upgraded.

The issue is not resolved. They said it fixed both of my issues (2nd one being that private Departments and Statuses do not show in the ticket summary at the top for the client). Neither issue was fixed.

I have yet to receive a response to that ticket (granted its only been a day or so). I'll post back if and when there is a solution.

Thanks,
Brian

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SnakeDiver Offline New Member Posts: 23 Join Date: Aug 2007 Location: Canada	09-01-2008, 03:53 PM Ticket ID: FLF-809291 Thanks,

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	10-01-2008, 08:58 PM Issue which need tracing can take more 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/

craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	12-01-2008, 10:37 AM As long as you submitted it before your support ran out, your issue will be answered if you don't renew. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,928 Join Date: Jun 2005 Location: Cumbria, UK	12-01-2008, 08:01 PM Oh right, missed that info on the left. I see what you are saying now. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger Last edited by craigbrass; 12-01-2008 at 08:06 PM..

SnakeDiver Offline New Member Posts: 23 Join Date: Aug 2007 Location: Canada	12-01-2008, 08:19 PM Thanks Jamie.

n2972s Offline New Member Posts: 20 Join Date: Jun 2003	20-01-2008, 06:09 AM Same issue here, if you do get a response and have a solution could you post it here?