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Moving Kayako

April 13, 2016, 3:20 am
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Hi all,

I'm moving our help desk to a new server in preparation for updating.

getting the following error when I try to connect

include(/var/www/clients/client11/web30/web/support/__swift/thirdparty/dwoo/plugins/builtin/blocks/topLevelBlock.php): failed to open stream: No such file or directory (./__swift/thirdparty/dwoo/Dwoo/Loader.php:102)

The Client number is and web number is incorrect ( thats the old server location )

Any idea where its getting that from ?
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Upgrading Kayako

April 13, 2016, 5:12 am
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I've created a new server for out Kayako

copied the data and helpdesk over and got that working ok (thanks for your help)

Ran the upgrade to the latest version - and that appears to run ok.

So now I need to backup the live data and restore that to the mysql

Will I need to run the setup/upgrade again ?
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Can't open Kayako after moving to CentOS7 Nginx

April 15, 2016, 9:11 am
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Hi all,

We've been having speed issues on our current setup (CentOS 6.7, Apache 2.2.15, PHP 5.5.32, MySQL v5.1.73) and I was having issues installing Xcache (I believe due to the version of PHP or more the repository it was from) so I was building a new virtual server to save downtime.

Rather than going with the same setup I had before I decided to go with the following:
CentOS 7.2.1511 (Core)
nginx 1.6.3
PHP 5.4.16 - Zend Engine v2.4.0 with XCache v3.1.1
MariaDB 5.5.41-1

I've tested my PHP...

Can't open Kayako after moving to CentOS7 Nginx
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Kayako tweaks for improved performance

April 21, 2016, 1:38 am
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Hello Everyone,

as i didn't find a proper thread or document around on how to tweak kayako database to perform fast full text searches while using innodb, i would like to post our configuration changes (they were default) which allowed us to improve search speed from 120-150 seconds to 3-15 seconds.

Here are the lines we changed from default:

[mysqld]

max_connections = 300
event_scheduler=ON
performance_schema

thread_cache_size=4

innodb_buffer_pool_size=10G...

Kayako tweaks for improved performance
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Importing Users

April 22, 2016, 3:50 am
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Hi everyone. we are currently deploying kayako in a school based enviroment. one of the challenges we are facing at the moment is logging student issues. Basically students come to a helpdesk physically and log their jobs.

Each time this happens, we have to manually create / add the user in. this is very time consuming. what we would love to be able to do is a csv import of all staff and students into kayako. And be able to update the list as new students and staff come and go.

In terms...

Importing Users
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Integrate Kayako and site

April 22, 2016, 8:36 am
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Hello!

We have a form for registration tickets on our website. How could we integrate our form and Kayako? For example, form's field "login" = customfield 'login' in Kayako. Is it possible? Presently we get information from form's fields how text in ticket's discription. But it will be very cool to optimise this and fill up customfield automatically.

Sorry for my grammatical mistakes.:oops:
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New Tickets Being Assigned to Creating User

April 25, 2016, 4:51 am
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Hi Chaps,

After updating our helpdesk to the latest version ALL faults are being assigned to the user who created it.

Any ideas how to stop this ?

The option in Views/Options for ALL views "Automatically Set Ticket Owner to active Staff user" is set to No on all views.
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Blank onsite link remaining after upgrade

April 27, 2016, 12:21 am
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After upgrading my test-environment from 4.71.1 to 4.73.3 onsite is still available as an empty link in admin settings.
How can I remove that?
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Kayako Upgrade to 4.73.3 could crash MySQL

May 12, 2016, 4:05 am
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We tried to upgrade from Kayako 4.71 to 4.73.3 and found that with the introduction of FULLTEXT search in Kayako 4.72 onwards a MySQL bug (which seems to affect all versions of MySQL and will only be fixed in MySQL 5.6.31 and 5.7.13 - http://bugs.mysql.com/bug.php?id=81387&thanks=2&notify=67) results in a crash of the MySQL server if your swtickets or swticketposts table contains more than 1m records.

There is no workaround for this other than waiting for a MySQL upgrade. Despite...

Kayako Upgrade to 4.73.3 could crash MySQL
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Login form has incorrect redirect

May 18, 2016, 3:41 am
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I am trying to configure a dev environment so I can test upgrades and other operations before pushing it to my production site and nail down disaster recovery procedure to get it up and going quick.

I have done set this dev site up in the past and have had no issues.

I've change the "general_producturl" to reflect the IP I'm using for the dev server (which is also in my license). However on the staff login page it still makes the url be the production url. If I change it using the browser...

Login form has incorrect redirect
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Setting up new email queue - "Missing fields" error

May 25, 2016, 10:15 am
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Settings are as followed:

Queue type:Tickets
Mailbox type:IMAPSSL
Queue template group:Default
Email queue is enabled:Yes
Port number:993
Leave email on the server after fetching:No
Use the same mailserver to send email:Yes
SMTP connection type:TLS

This is identical to other queues. The connection verifies fine, but when "Insert" is clicked to create the queue, we get the error:

Missing fields
One of the required field is empty or...

Setting up new email queue - "Missing fields" error
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Security risk for the attachments

June 2, 2016, 12:25 am
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Just noticed one vulnerability regarding the attachments we add in the helpdesk

One of our tech friend noticed this and informed us about the same.

Please close the __swift folder and __swift/files folder using htaccess entries like the below

root@server1[/home/user/www/support/__swift]# cat .htaccess
Options -Indexes
Deny from all

root@server [/home/user/www/support/__swift]/files]# cat .htaccess
Options -Indexes
Deny from all

Else all your attachments can be seen by every ones and I...

Security risk for the attachments
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I want to upgrade Kayako Fusion from 4.71.1 to 4.73.3 but..

June 2, 2016, 11:36 am
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Hi guys, I am running Kayako Fusion 4.71.1 on Windows 2008 R2 server, PHP 5.6.22, and MySQL 5.1.53 running on the same box. I want to upgrade Kayako Fusion to version 4.73.3 and I am afraid that it will run into the compatibility issue with MySQL 5.1.53. First thing I thought about upgrading MySQL 5.1.53 to 5.7.12 before upgrading Kayako. Is it the right approach? What would be a good recommendation on best practice and upgrade path for MySQL without breaking Kayako? I appreciate any...

I want to upgrade Kayako Fusion from 4.71.1 to 4.73.3 but..
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LDAP Auth for Employees but Kayako Registration for Customers

June 3, 2016, 9:51 am
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Hello all,
We currently use Kayako for our IT Helpdesk to support our internal staff. Currently we use the suggested LDAP php config in order to authenticate both staff and user roles. What we're looking to do is also expose our helpdesk to our customer base for Customer Support and would like to use the standard Kayako registration for those users. Has anyone had any experience with this?

Would you suggest running a separate Kayako instance? and would that limit us from transferring...

LDAP Auth for Employees but Kayako Registration for Customers
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Change SLA Plan when changing Ticket Status

June 6, 2016, 3:42 am
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Hi All,

I am trying to setup SLA Plan that change according to Ticket Status. There are few status in the helpdesk, Only "Open" status will have "reply due" and other status will then have different resolution time.

I have setup the SLA Plan with specific criteria, however, it only pickup one SLA Plan only. Switching between statuses doesn't seems to match the criteria. I have the default SLA turn off.

May I know how this Criteria filter being applied?

Edit: It might seems weird with this...

Change SLA Plan when changing Ticket Status
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Installation and download

June 8, 2016, 3:29 pm
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Hello,
I'm new here, I would like a link to download the latest version and any supporting material to install?
Can anybody help me :)
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Array The used table type doesn't support FULLTEXT indexes

June 9, 2016, 10:57 am
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Hey,

I setup a new CentOS7 server and am trying to install Kayako Case latest version, but during installation I get the following error:

Creating index: idxft_ticketnotes for table: swticketnotes FAILED
Reason: Array The used table type doesn't support FULLTEXT indexes

Anyone experienced this and has a fix ready?
Thanks!
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class.SWIFT_TicketEmailParser.php - auto add a note to every new email

June 15, 2016, 2:53 am
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Hi,
Is it possible to create automatic note for every new incoming email (ticket), best place would be "class.SWIFT_TicketEmailParser.php"

I would like to add short text info and in new line link to resource (a href="....something=?'senderemail@domain.xyz) as a proper clicable link.

I would be very grateful for your help
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Blank page after MySQL upgrade

June 17, 2016, 2:43 pm
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Hi guys, I am running Kayako Fusion 4.71.1 on Windows 2008 R2 server, PHP 5.6.22, and MySQL 5.1.53 running on the same box. I upgrade MySQL from 5.1.53 to 5.5.5. When I visit my site, I got white blank page. I appreciate any information you can share. Thank you.
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Migrating from Download back to Ondemand

June 22, 2016, 12:21 am
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Is it possible to have some staff on the Download version and others in the cloud OnDemand?

If we want to move all users from Download to OnDemand what's the migration like?
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