Live Support icon says online, show offline form

[scottd]

I have having difficulty getting the html button to work properly. It does correctly detect if I am online or offline (both image and text have been tested). However, when clicked, both display the offline "leave a message" form. I have the departments all correct, and have also removed the group inherit option to be sure that wasn't the cause. But because it does change the image correctly depending on my availability, I am confused as to where to go from here. This is a new install of the latest version.

[Digital Mayhem]

um login to Admin CP > Staff > Manage Staff > click on a Staff Member at the bottom make sure Staff Members are actually setup for the Departments... 90% of the time this is what people forget to do....

[scottd]

Originally Posted by Digital Mayham

um login to Admin CP > Staff > Manage Staff > click on a Staff Member at the bottom make sure Staff Members are actually setup for the Departments... 90% of the time this is what people forget to do....

Yes, all of the settings there are correct. The odd thing is that the icon and chat window work fine from the support center, just not from the website outside of kayako.

-sed

[supportskins]

Do you have any cache supporting software installed on your server?

[craigbrass]

Try hitting Control + F5. Does it show online then?

[scottd]

I tried it on 2 different boxes and with 2 different browsers, with cache clearing between attempts. The icon changes as it should depending on the state of the Winapp but the chat form is never displayed, only the "leave a message" one.

Here, play with it and see if you can make it come up with the chat. Note that I am online most of the day, and do have rights for that department (thus the icon showing correctly)

Patriot Online Donation, Volunteer, and Event Management System

[Siora]

I tried and the "leave a message" form does come up. Thats weird. There's gotta be an issue with the code you generated and or how if was copied to the site.

[craigbrass]

I suggest you submit a ticket (http://support.kayako.com -> "Get Support") so they can trace the issue for you. Remember to link to this thread in the ticket.

[scottd]

I had several other people that also had success, however during one of the chats (a legitimate customer that clicked on the button even), an error about a timeout or closed browser plagued the chat, and several "are you still there" messages from them. Luck would have it, they did send an email, otherwise that would have been opportunity lost. Not sure where the issue is here, but this was not a good start.

[craigbrass]

Yea, I think it is deffo time you submitted a ticket so you can get the issue resolved before it costs you money. It is likely a misconfiguration error.

[Jamie Edwards]

What version are you running? This is a known problem with some versions prior to 3.10.00.

[markbyles]

I have been having a similar problem. The icon is ONLINE when the users who are online are members of a 'Ticket' department and not members of a 'Live Support' department. I have quickly modified the SQL select statement in the function isStaffMonitorOnline contained in ..\module\livesupport\functions_livesupport.php as below:

Mark

PHP Code:

/*
* Returns BOOL Value depending upon the status of staff visitor monitor (Online/Offline)
*/
function isStaffMonitorOnline($departmentid)
{
    global $dbCore, $_SWIFT;

    // Only support winapp for now, if we ever add a web based monitor we will need to change this.
    $staffidlist = $staffgroupidlist = $onlinestaffidlist = $awaystaffidlist = $backstaffidlist = array();

    $dbCore->query("SELECT staff.staffid, staff.groupassigns, staffgroup.staffgroupid, sessions.status FROM `". TABLE_PREFIX ."sessions` AS sessions LEFT JOIN `". TABLE_PREFIX ."staff` AS staff ON (sessions.typeid = staff.staffid) LEFT JOIN `". TABLE_PREFIX ."staffgroup` AS staffgroup ON (staff.staffgroupid = staffgroup.staffgroupid) LEFT JOIN `". TABLE_PREFIX ."groupassigns` AS groupassigns ON (staffgroup.staffgroupid = groupassigns.staffgroupid) LEFT JOIN `". TABLE_PREFIX ."departments` AS departments ON (groupassigns.departmentid = departments.departmentid) WHERE sessions.sessiontype IN('". SESSION_WINAPP ."', '". SESSION_MONITOR ."') and departments.departmentmodule = 'livesupport' and sessions.lastactivity >= '". (DATENOW-180) ."';");
    while ($dbCore->nextRecord())
    {
        if ($dbCore->Record["status"] == STATUS_ONLINE)
        {
            $staffidlist[] = $dbCore->Record["staffid"];
            $onlinestaffidlist[] = $dbCore->Record["staffid"];
            if ($dbCore->Record["groupassigns"] == 1)
            {
                $staffgroupidlist[] = $dbCore->Record["staffgroupid"];
            }
        } else if ($dbCore->Record["status"] == STATUS_AWAY || $dbCore->Record["status"] == STATUS_AUTOAWAY) {
            $awaystaffidlist[] = $dbCore->Record["staffid"];
        } else if ($dbCore->Record["status"] == STATUS_BACK) {
            $backstaffidlist[] = $dbCore->Record["staffid"];
        }
    }

    // Is department id set to 0?
    if (empty($departmentid) && count($staffidlist) > 0)
    {
        return STATUS_ONLINE;
    } else if (empty($departmentid) && count($awaystaffidlist) > 0) {
        return STATUS_AWAY;
    } else if (empty($departmentid) && count($backstaffidlist) > 0) {
        return STATUS_BACK;
    } else if (!empty($departmentid)) {
        // Check to see if the staff we have are assigned to this department
        $dbCore->query("SELECT departments.departmentid FROM `". TABLE_PREFIX ."departments` AS departments LEFT JOIN `". TABLE_PREFIX ."staffassigns` AS staffassigns ON (staffassigns.departmentid = departments.departmentid) LEFT JOIN `". TABLE_PREFIX ."groupassigns` AS groupassigns ON (groupassigns.departmentid = departments.departmentid) WHERE staffassigns.staffid IN (". buildIN($staffidlist) .") OR groupassigns.staffgroupid IN(". buildIN($staffgroupidlist) .") GROUP BY departments.departmentid;");
        while ($dbCore->nextRecord())
        {
            // does this department match our department?
            if ($dbCore->Record["departmentid"] == $departmentid)
            {
                return STATUS_ONLINE;
            }
        }
    }

    return STATUS_OFFLINE;
} 


[craigbrass]

Thanks for sharing the fix Mark.

[markbyles]

No problem Craig. I'm fairly new to these forums. What is the process for requesting this bug fix to be considered for the next Kayako software release? It is a pretty simple change

Thanks

Mark

[craigbrass]

It used to be to submit to the bug tracker but John (developer) tells me they now want users to submit tickets to the help desk (http://members.kayako.net -> "Get Support") and this will get confirmed and passed to the developers.