During the upgrade, which went far smoother than we expected, we encountered these problems:

Upgrade issues:

On first visit to the staff panel we had two tickets which contained this message: Error fetching ticket thread - get technical help.

Missing image file: scp/images/logo-support.gif (we copied the one from the 1.6 installation)

Deleting a ticket while viewing a ticket: the delete confirmation box is off the viewable screen... you have to scroll way down and its located in the bottom left corner. This was in IE9.

From the main staff panel, if you select multilple tickets and attempt to delete them, you get an error: Unknown or unsupported action - get technical help

To fix the last problem we found that: Logging out as admin, following open link as a customer and viewing ticket from the customer side, logging out as customer and logging back in as admin and this problem seems to have gone away.

Ahh... the hitch... here's a bug:

Table 'domain_support.ost_sla' doesn't exist

EDIT: Some new info on the above error:

We did run the upgrade script and the tables were created. We have not seen this error on any tickets since the original upgrade how ever we got multiple emails for the ost_sla table and the filter tables.

We have a duplicatable issue on our system:

We have two departments that we setup, each has its own email address (billing and abuse), each has its own template.

We have setup filters on email = billing@domain.com and abuse@domain.com to send those emails to their respective departments.

A ticket gets sent to the address billing@domain.com and the user gets an email informing them the ticket is generated along with a link that works and this email is from the correct template.

The helpdesk admin gets an email saying a ticket has been created in that department.

That ticket simply does not exist in the Tickets tab under open or anywhere else.

Having checked the ost_tickets table it doesn't exist in the table either... not sure which gremlin is eating them!

It should be noted that the billing and abuse departments have no employees, these requests will be handled by the general staff, we just wanted to use different templates.

We have generated 3 tickets for each of these departments with no ticket appearing in the staff panel.

This problem was caused because we were logging in using a userid that belonged to a default group and that group could not see tickets from other departments.

I get that but the admin group was also blocked from seeing departments other than support and I think this default is wrong and will frustrate a lot of people.

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