Upgrading question

[PhilW]

Hi Support

I have what is probably a really simple question but I need to ask as I don't want to mess our install up.

Currently we are running 3.04.10 and obviously I wish to upgrade this.

I have downloaded the new version but am confused as to what I should do with the folders.

I have extracted the .tar.gz and am now left with multiple folders. There is a folder called upload with what looks like the site code in. Do I simply go into this folder then upload everything to the working directory of the support suite in binary mode, overwriting the existing files? Or do I create a new folder and pop the files there and then continue?

Many thanks

[craigbrass]

Yes, basically upload everything inside the upload directory (APART FROM the config directory) over the top of the old install. After you have done this, go to /setup/ on your install via your web browser, click Upgrade and follow the steps. After this, remove the setup directory, login to the administration area, click Templates, click Manage Templates and restore any that need it.

[PhilW]

Hi Craig

Thanks for the reply.

On another note do you think an upgrade will solve the current problem we have.

We have kayako monitoring some IMAP mailboxes, however whenever anyone sends an email to the specific email address it doesn't get put into the system. Kayako is defo doing something though as the emails disappear from the inbox, but never appears anywhere else. Parser logs also show nothing.

Any ideas?

[craigbrass]

How do you mean specific email address? If the email address isn't in the IMAP box you are pulling from, it won't get created as a ticket.

[supportskins]

Have you tried running the cron URL in the browser? If yes, what is the message that Kayako throws out when you run it?

[PhilW]

HI Apologies for not replying soon, got pulled onto another project yesterday.

I'm not really sure what I meant by specific email, just means all of our email addresses that are monitored by kayako.

If I ran the parser right it came back with the following

Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
0 Total Messages
Rejected Messages: 0
Accepted Messages: 0

Seems very confusing as to why this function was working then stopped. I cant tell you when it stopped as I do not know an exact date.

ANy ideas you throw my way will be greatly recieved. I shall also be hopefully upgrading our site tonight.

Should also add, I do see emails coming into our support@ email address, then disapearing. I know that the parser is doing this as we have some email bans in place, and whenever an email from a banned address arrives the parser log contains information about why it didnt let it go into the system.