MAIAN MEDIA

Working perfectly now, thank you so much for your help in getting this sorted

Hi David,

I am still having HelpDesk ACP login issues as is all staff (this has been going on for months now). Our host and a couple of other IT VPS experts have checked our VPS and there are no issues within there. The only way we are able to login is if we check the box to "Remember Me" - then we can login fine, if we don't click that box it just takes us back to the ACP login page.

So, I really hate to ask this as I know how busy you are. But do you know roughly when 4.4 will be released? We are hoping that might fix this. Otherwise, we might need to look at a complete re-install and setup which will be a major pain as there are things in place we need to keep and it would take some time for us to get our HelpDesk back up if we went down this road. If you can't provide I totally understand. Just trying to sort this issue as it is beginning to cause some staff issues when they forget to log out and other members of their household have been viewing private information.

Cheers,

Zac

Nothing in support logs, but I will check server logs and see if anything there.

I also had it suggested to mention to you that I am on a VPS and various sites on the same server with the same IP are using this software with no issues like I am having on this domain. So they highly doubt a session issue is a problem.

This is already on a sub-domain, so are you suggestion do another install on another sub-domain?

All my settings have been running on this website correctly for years.

I am also about to start using this same support for a new website and installed it last night and no issues with logging in like with the website issue mentioned above.

I will have a look at sessions and see if that fixes it. I don't want to do a clean install as I will lose all my settings and tickets and accounts already there.

Note: This was looked at by my server admin and no issues there either.

I have an issue with my admin area and not sure how to fix it.

I login and it fails. All information is correct. This is the same for all my team. This also occurs on all browsers.

However, if we check the Remember me box it then logs us in just fine. Obviously, we don't want to be constantly logged in for Privacy reason. Have you come across this issue before or any ideas on how to fix it.

Thanks.

Issue Fixed. Sorry.

Not really, when you create a user as an Admin it sends them an email. they simply login and change their password in their profile.

Also, the Admin doesn't need to create an account the user can do that themselves or if they open a ticket without an account it automatically creates them one.

Thank you David, this is also good to know for me as I am going to make this change also. As some information, I need from clients and they are missing the additional tab with the information.

I will edit that template later tonight and have it all on the one page

Yeah that appears to be a typo, but you can edit that yourself in the templates if it does really bother you. A simple mistake to make: accept instead of except.

Is there a simple way to change the inter HelpDesk, both front and backend font to 'Calibri' at all?

Not even sure if this is possible.

Yeah sure I will do that now.

Yeah sure I will do that now.

Time zone in the php.ini is fine. There is no issue there. The person that manages my VPS says everything is fine server side it is something to do with your coding. I never had this problem on the previous version.

When I manually go to the cron job link for the email digest I get this message:

An error has occurred. For more details please view "logs/errors.log".

[23 April 2020 @ 14:26PM] Email Digest Completed - Started: 23 Apr 2020/14:26PM, Finished: 23 Apr 2020/14:26PM -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=

Within the log file I get this:

[Error Code: 2] strtotime(): Invalid date.timezone value 'Host', we selected the timezone 'UTC' for now.
[Date/Time: 23 April 2020 @ 04:24AM]
[Error on line 140 in file /home/hws2020/domains/hydrawebservices.com/public_html/helpdesk/control/system/core/sys-controller.php]

My cron job is:

/usr/bin/php/home/hws2020/public_html/helpdesk/control/cron/email-digest.php

I am not really sure what is wrong or why it is not working. Any help would be grateful.

Also ran the SQL command and changed all previous and current tickets with no problems at all. Worked like a charm. Thanks again

Thank you David

I am using the Random ticket numbers for my submitted tickets. I am wanting to know if this is possible to do.

In front of the random ticket number is it possible to add: HWS-

So the ticket would show as - HWS-[Random Ticket Number Here]

The HWS is the abbrev. of my business and our management team have been discussing if it might be possible for us to do this. So everything else we use has HWS- at the front at of it.

Thank you.

Go to the latest Documentation within your new release upgrade, it gives you the latest cron job information you need. You can access this information from within your Support Admin Panel. Hope that helps.

I downloaded and upgraded within a few days of the release of 4.3. Should I re-download and replace those files?

Not meaning to hi-jack this topic, but is this also an issue with the English templates or is it just with the German language files?

Do we need to replace those files also?

Awesome. Do you have any idea of the due date for 4.3? If I read correctly it is now finished.

Basically I want either a default email template or one that I can edit (even one that might be there now that could be edited with the business hours).

The main reason is that if people aren't getting a reply from a member of staff they are contacting us on our personal Social Media accounts. So we need to make things clear in tickets, even though we already have this information on our Social Media pages and website. I want to have it in the first sending out of an email.

If an open ticket currently sends a default email I suppose I could edit that (if it is possible) to suit my needs as a default.

Awesome, thank you David And that does sound like a better option especially when I know personally I also have staff in different time zones.