SMS not working

[lilnittany]

I recently set up SMS. Bought the credits, edited everything that needs to be edits for this to work (and yes everything really is set up correctly). However it didn't work. I sent in a ticket 3 days ago only to be told that everything is set up correctly and that they can't see any reason it doesn't work but to try using SMTP. No idea why that would matter but I did and still nothing is working. Again its been a few days and no support on this critical matter.

My question, anyone else experiencing problems with SMS. Anyone know of any strange conflicts that make it not work? The reason I ask is being told to use my own smtp server which should have no baring on sms makes me wonder if there might be odd bugs. If anyone can help let me know.

The support staff certainly isn't on it! 3 days for a 'critical ticket' is ridiculous, especially by the support for a company that sells support for a living.

m

[craigbrass]

Kayako don't work weekends which is likely why you haven't received a response over the past two days anyway.

Could you post your ticket ID though, Jamie (Operations Manager) may be able to look into it when he sees this ticket and if the ticket id is already here, it makes the job easier.

[Jamie Edwards]

Hi there,

As Craig said, the sales and support offices are closed during the weekends. Have you tested with more than one number, and are you sure your ticket alert rule is configured correctly?

Please post your ticket ID.

[supportskins]

Have you confirmed that your Mobile provider is supported by Kayako Gateway?

[jnet]

Yes make sure your Mobile provider is supported by Kayako Gateway.
I have purchased the credit too but just my daughter's mobile is supported
and mine is not supported.

[lilnittany]

QFW-721216 is the ticket number. It was opened thursday morning (PST) so I was hoping for some resolved by the weekend at least.

My carrier is on the list. I checked it directly from http://master.kayako.net/gateway.php?username=username&password=pass&messag e=test&number=17071112222 and it worked so the phone works.

And the rule is set correctly. All the settings and rules were already confirmed by support as correct so no idea what the problem is. Are there any hiccups or tricks?

[Jamie Edwards]

Hi lilnittany,

Please can you post a screenshot of your rule configuration?

[Sohan]

I'm having this EXACT issue. Neither the SMS gateway for Kayako or Clicktella (direct usign their API and my own credits) will send the SMS using the alerts which ARE setup right.

I am supported by clickatell using the 3 network and using the API and pasting the URL directly is working.

[Jamie Edwards]

Hi Sohan,

Which version of SupportSuite are you using? Have your SMS alerts suddenly stopped working, or have they never been working?

[Sohan]

3.20.02 I think, the latest stable one.

It used to work at one point (years ago) but recently nothing. Not even on a fresh install.

[supportskins]

Can you post a screenshot of your configuration?

[lilnittany]

http://www.5150-productions.com/images/rule.gif for rule and http://www.5150-productions.com/images/config.gif for config.

This is my first time with sms, we have never used it before so this is our first time setting it up. I have read all the documentation and there is even a step by step article on this in this forum that I read and made sure everything was set up.

Version of support suite is 3.10.02

[supportskins]

They seem alright. I see no reason why they shouldn't work provided you used the correct login credentials for Kayako SMS Gateway. Also I suggest you get it confirmed from Kayako if they are not experiencing any issues with Clickatell.com which can also be a cause for such an issue.

[lilnittany]

support has confirmed no problems with clicktell and that all settings are correct. They are turning it over to the development team for debugging.... aye carumba!

[John Haugeland]

There were quite a few SMS related defects repaired in the 3.10 and 3.20 trees; we recommend an upgrade to 3.30.00 to see whether one of those repairs affects your current circumstances.