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Installation & Upgrading Questions and issues regarding the installation and upgrade procedure of SupportSuite, eSupport and LiveResponse.
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(#1)
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| New Member Posts: 27 Join Date: Aug 2005 |  After Upgrading From 3.0.27 Users can't log into Support Centre -
26-04-2006, 11:22 AM
Hi, We are runnig eSupport 3.0.27 after updating to 3.0.80 our Users can't log into the Support Centre. I narrowed it down to a problem in the User Groups. If a User is not in the Group "Registered" he can't log in, if i move him to this Group he can. I checked the permissions on the Groups and even tried to create new groups, but it always rejects them unless the are in "Registered". It seems to not happen if i do a fresh install of 3.0.80. From a look in the database under swuser* i can't see any difference for the groups. I also Already submitted a Support Request to Kayako (Ticket ID: GCP-957921), but after an initial answer i have not heard back from them :-( Does anybody have had similar problems or a clue on how to solve this? |
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(#2)
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| New Member Posts: 27 Join Date: Aug 2005 |
28-04-2006, 04:40 PM
Bump............ |
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(#3)
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| New Member Posts: 27 Join Date: Aug 2005 |
02-05-2006, 09:31 AM
Bump ...... |
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(#4)
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| New Member Posts: 27 Join Date: Aug 2005 |
04-05-2006, 02:26 PM
what do i need to do to get any support from Kayako? I wait now for over a week to get at least a response on my ticket... |
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(#5)
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| New Member Posts: 2 Join Date: Sep 2005 | I am now waiting 30 days -
04-05-2006, 05:01 PM
good luck....my patience has run out i have been waiting for over 30 days for no action to a serious issue that makes the helpdesk useless what hope have you got |
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(#6)
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| Member Posts: 85 Join Date: Mar 2006 Location: Honolulu HI |
04-05-2006, 08:10 PM
no manual to life ? or to kayako ? |
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(#7)
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| New Member Posts: 27 Join Date: Aug 2005 |
12-05-2006, 09:33 AM
I don't know what the problem with Kayako Support is, but after now over 3 week i still got not even a life sign from them! Could anybody with 3.0.80 please try if they can login in the client interface if the client is in a custom group (like "test" instead of "Registered")? |
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(#8)
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| Member Posts: 92 Join Date: Sep 2005 Location: Los Angeles, CA, USA |
12-05-2006, 11:11 PM
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(#9)
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| Member Posts: 30 Join Date: Oct 2005 |
12-05-2006, 11:24 PM
Just a note... Been with Kayako since 1/2004. Have never had an issue with response on tickets. Makes me wonder if maybe there is a spoofed Kayako ticket system out there that people are using to submit tickets... :-) Database Version: 5.0.45-community PHP Version: 5.2.5 Web Server: Apache/2.0.63 (Unix) mod_ssl/2.0.63 SupportSuite v3.20.02 |
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(#10)
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| New Member Posts: 27 Join Date: Aug 2005 |
17-05-2006, 02:54 PM
I can even see my tickete in their ticket system over their Support Centre... It's just nobody replies or gives me any help. I already PM'ed Varun and other people from Kayako, but everybody pretends to be dead  |
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(#11)
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| New Member Posts: 27 Join Date: Aug 2005 | 
22-05-2006, 05:21 PM
After over a month still no reaction from Kayako to my problem... Maybe time to move on |
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(#12)
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| New Member Posts: 27 Join Date: Aug 2005 |
01-06-2006, 10:42 AM
Suprise suprise still no reaction from Kayako |
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(#13)
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| Community Moderator  Posts: 855 Join Date: May 2005 Location: Henderson, Nevada |
01-06-2006, 10:54 AM
I had version .80 and had no problem with custom user groups... but recently just upgraded to .90 so you might wanna upgrade to the latest build and see if that helps... odd I IM Varun and Roger almost daily and they always respond don't act dead to me... |
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(#14)
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| New Member Posts: 27 Join Date: Aug 2005 |
01-06-2006, 11:04 AM
I have no problems with a new install, but as it is a production system I need to migrate the existing data. I already looked into the DB, but can't really see any reasons for this. What is Varuns IM? |
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(#15)
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| Community Moderator Posts: 855 Join Date: May 2005 Location: Henderson, Nevada |
01-06-2006, 11:47 AM
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| Tags |
| centre, log, support, upgrading |
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