users can't sort tickets - HELP

lak · **users can't sort tickets - HELP -** 12-02-2008, 09:41 PM

When users log into the support suite and view their ticket, they are not able to sort by the different columns.

The tickets are only displayed from "last reply" they can't sort by status of ticket open or priority or anything like that.

How can we change this so users can sort by whichever column they click on?

please help

thanks

**Jamie Edwards** · 12-02-2008, 09:44 PM

Hi Lak,

What version are you running? Sorting is working fine here on 3.11.01.

lak · 13-02-2008, 01:03 PM

we are running version 3.10.2

have not upgraded to 3.11.01 because everything seemed to be working fine and did not want to mess it up....

Is there any easy way to update to 3.11.01 from 3.10.2?

craigbrass · 13-02-2008, 01:23 PM

The upgrade proceedure is described in the manual -> Redirecting

It is pretty simple to do and should only take 30 mins.

**Jamie Edwards** · 13-02-2008, 01:25 PM

Yes - simply follow the upgrade procedure outlined in the manuals. It involves replacing all of your files (except your config.php file), and running the automated upgrade script in the ../setup/ directory.

Ensure to revert your templates that require a revert after upgrading.

mopa · 13-02-2008, 01:45 PM

Make sure that you have a backup of both all the data files and the SQL as well if anything should go wrong though - Better safe than sorrow.

Also note that if you did any changes to some of the files (ie. some mods you have gotten from somewhere else) then these modifications will be lost.

lak · 19-03-2008, 09:57 PM

i have upgraded to 3.11.01 but still can NOT sort tickets as a user.

When a user logs in to view tickets they can not pick the different headings...

can someone help me with this?

Dewak · 19-03-2008, 10:22 PM

Hello,

Maybe it's possible that during the upgrade your cache folder remained intact keeping the old templates cached. Why don't you try this:

1. Delete all the contents of Kayako's installation cache folder.
2. Browse to this URL, http://yourkayako.com/staff/index.php?_ca=rebuildcache
3. Delete your browser's temporary internet files (javascripts, cookies, etc,)

Try again and let me know if this worked.

lak · 19-03-2008, 10:54 PM

I did what you asked but still no luck....

What else can I try???

nikolex · 19-11-2008, 04:37 PM

I'm dealing with the same issue on my end; I have two helpdesk sites running, one has it and the other one does not. Using the same versions, 3.11.01 ... the only difference I see is that one is running Apache 2.0 and the one that works with sorting, is running Apache 2.2 with a few more modules. I will upgrade the web server and post a response.

nikolex · 20-11-2008, 02:03 PM

After upgrading Apache to 2.2, reinstalling php5-extensions and php5, sorting now works.

John Haugeland · 20-11-2008, 07:16 PM

I find that an underlying upgrade would repair this quite surprising. Though I'm working entirely on guesswork, I suspect this is actually about default configurations, rather than application versions.

I'd also like to strongly recommend a SupportSuite upgrade - there are several hundred bugfixes and a half dozen security fixes that you may want in the modern edition.

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lak Offline New Member Posts: 29 Join Date: Mar 2007	users can't sort tickets - HELP - 12-02-2008, 09:41 PM When users log into the support suite and view their ticket, they are not able to sort by the different columns. The tickets are only displayed from "last reply" they can't sort by status of ticket open or priority or anything like that. How can we change this so users can sort by whichever column they click on? please help thanks

Jamie Edwards Offline Operations Manager Posts: 7,373 Join Date: Jan 2006 Location: England, UK	12-02-2008, 09:44 PM Hi Lak, What version are you running? Sorting is working fine here on 3.11.01. Jamie Edwards (jamie.edwards ]at[ kayako.com) ------------------------------------------------------------------- Connect with Kayako on: Twitter, Facebook and LinkedIn Receive technical support via the members area The ultimate V4 FAQ thread.

lak Offline New Member Posts: 29 Join Date: Mar 2007	13-02-2008, 01:03 PM we are running version 3.10.2 have not upgraded to 3.11.01 because everything seemed to be working fine and did not want to mess it up.... Is there any easy way to update to 3.11.01 from 3.10.2?

craigbrass Offline Senior Member Posts: 7,557 Join Date: Jun 2005 Location: Cumbria, UK	13-02-2008, 01:23 PM The upgrade proceedure is described in the manual -> Redirecting It is pretty simple to do and should only take 30 mins. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Click here for Kayako Software Development My Addons: BlackBerry Ticket Client for Kayako - Windows Mobile Live Support Client for Kayako

mopa Offline Member Posts: 178 Join Date: May 2007 Location: Denmark	13-02-2008, 01:45 PM Make sure that you have a backup of both all the data files and the SQL as well if anything should go wrong though - Better safe than sorrow. Also note that if you did any changes to some of the files (ie. some mods you have gotten from somewhere else) then these modifications will be lost. Kayako: 3.11.01 and 3.60.02 \| PHP: 5.2.3 \| MySQL: 5.0.41 \| Windows 2003 Server

lak Offline New Member Posts: 29 Join Date: Mar 2007	19-03-2008, 09:57 PM i have upgraded to 3.11.01 but still can NOT sort tickets as a user. When a user logs in to view tickets they can not pick the different headings... can someone help me with this?

lak Offline New Member Posts: 29 Join Date: Mar 2007	19-03-2008, 10:54 PM I did what you asked but still no luck.... What else can I try???

nikolex Offline New Member Posts: 8 Join Date: May 2008	19-11-2008, 04:37 PM I'm dealing with the same issue on my end; I have two helpdesk sites running, one has it and the other one does not. Using the same versions, 3.11.01 ... the only difference I see is that one is running Apache 2.0 and the one that works with sorting, is running Apache 2.2 with a few more modules. I will upgrade the web server and post a response.

nikolex Offline New Member Posts: 8 Join Date: May 2008	20-11-2008, 02:03 PM After upgrading Apache to 2.2, reinstalling php5-extensions and php5, sorting now works.