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Get number of staff online via REST API

January 27, 2015, 2:31 am
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I'm developing an overview board. It shows the number of open tickets per department, average reply time, that sort of thing.

I want to be able to show the number of staff that is currently online, but I cannot see any API calls that have this information. The staff and staffgroup don't include it. The best I could find is...

Get number of staff online via REST API
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Hurl.it and API testing

January 27, 2015, 3:44 am
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Right - i am getting nowhere fast, probably down to my experience of this!

Following the documentation on Kayako i simply cannot get a working response from hurl.it when i try to query our helpdesk.

I keep getting No Salt Provided or Authentication failed...just need a helping hand in knowing exactly what fields work - once i have arrived at this point then i can move on with my project!

This is the site i am accessing:
https://www.hurl.it/

Just need to know really how the...

Hurl.it and API testing
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Authentication…REST

January 27, 2015, 4:02 am
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So I'm just diving into the REST API and just having a problem with authentication. I'm using Objective-C, but also testing using hurl.it.

I'm using the Objective-c method to create the salt/signature as the Wiki has:

Code:
    NSUInteger salt = arc4random() % 100000;
    NSString *saltString = [NSString stringWithFormat:@"%lu", (unsigned long)salt];
 
    // create HMAC with SHA256
    const char *cKey  = [KAYAKO_KEY cStringUsingEncoding:NSUTF8StringEncoding];
    const char *cData =...
Authentication…REST
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Troubleshooter to reference knowledgebase articles

January 26, 2015, 9:37 am
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It would be great if at the end of a troubleshooter we could link to a KB article. Often the resolution for our troubleshooter is something already documented as a KB article. This would allow us to document the resolution once and link between them.
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Single Location/Tab to view All Attachments on a Ticket

January 27, 2015, 1:22 pm
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Many of our tickets wind up with 20-30 communications within them spanning 4-5 pages. Different attachments are often added throughout the lifecycle of the ticket: a contract, a PO, a list of design templates to choose from, a project schedule, etc.

When viewing a ticket, it would be VERY helpful to be able to click on one tab or link and see a list of all attachments (perhaps in chronological order) on the ticket with the ability to click on them to open or save. (Currently, the...

Single Location/Tab to view All Attachments on a Ticket
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Multiple user phone numbers

January 27, 2015, 2:05 pm
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Does nobody have the same problems:

:confused: #1:
Most of our clients have multiple phone numbers (phone at home, phone at work, cellphone, fax).

There is a possibility to save multiple emails in a tag-input field. Exactly the same field structure is absolutely nessessary for phone numbers from my point of view. Right now we are urged to write notes to each user with the contact details in it because there is only one simple input field for phone numbers... awful!


:confused: #2:...

Multiple user phone numbers
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Live chat in Kayako mobile apps

January 27, 2015, 2:09 pm
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Hi,

Any plan for doing live chat from mobile?

Thanks
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WHMCS integration improvements?

January 27, 2015, 2:16 pm
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Possible integration of WHMCS app with Kayako Live Chat as well as WHMCS's admin section to have faster access to customer information? Currently the custom fields are not being filled/processed from whmcs's client area integration side.
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2factor authentication

January 27, 2015, 2:25 pm
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Hello,

I would be interested in 2 factor auth for login, on the admin login at least. A lot of websites are using this now, so people know what do.


Anybody else interested in this idea, or is working in security making me over cautious?


Thanks
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Parsing same emails again and again

January 28, 2015, 1:55 am
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Hello,
I have issue with Kayako Fusion 4.6.
Parser keeps parsing same emails from the Pop3 mail server over and over again.

Could this be because of same mail account is also setup on Office Outlook, and it is set to keep email on server for 2 weeks?
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Store historical Linked Select values

January 28, 2015, 2:10 am
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Custom field for Linked Select dropdowns are stored in [swcustomfieldvalues] as serialized values of corresponding primary keys. For example, imagine the following options:
Fruit
» Apple
» Orange​

If storing "Fruit » Orange", it might be saved internally as:
a:2:{i:0;s:1:"1";i:1;a:1:{i:1;s:1:"2";}}​

If for some reason you change the description from "Orange" to "Citric", or even worst, if you happen to...

Store historical Linked Select values
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Kayako beta community invitation

January 28, 2015, 4:05 am
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Greetings,

We are inviting customers and app developers who:
  • Are Download customers (self-hosted)
  • Are interested in testing and providing feedback on the latest Kayako helpdesk features and software
  • Do not mind testing using beta features or software, or who are in a position to run test instances of their existing helpdesk
  • Are active and participate regularly here on the community forums
To participate in the Kayako beta community.

Members of the beta...

Kayako beta community invitation
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Parser Failure Message: To Email is Empty

January 28, 2015, 4:13 am
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Hello Guys,

i am getting this Parser Failure Message with Kayako Case 4.68.1
PHP:
To Email is Empty
#0 D:\web\my.site\__apps\parser\library\MailParser\class.SWIFT_MailParserEmail.php(80): SWIFT_MailParserEmail->ProcessMailStructure(Object(stdClass))
#1 [internal function]: SWIFT_MailParserEmail->__construct(Object(stdClass))
#2 [internal function]: ReflectionClass->newInstance(Object(stdClass))
#3 D:\web\my.site\__swift\library\Loader\class.SWIFT_Loader.php(406): call_user_func_array(Array,...
Parser Failure Message: To Email is Empty
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Nested organizations or sub-organizations

January 28, 2015, 5:01 am
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The addition of "Organisations" in V4 was a major step in bringing together users within the same place, however the abvaility to have parent organisations would propel this feature into a very powerful structure indeed. We have "Organisations" who have "Users", however those Organisations are then owned by a "Parent". Users in the parent should be able to view and report on tickets for all the "child organisations". Users in the Child organisations should have visibility on thier...

Nested organizations or sub-organizations
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Ability to edit/display custom fields from the General tab

January 28, 2015, 5:11 am
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It would be really useful to be able to edit a ticket's custom field from within the General tab - ie while reading/replying to the ticket - rather than having to click the Edit tab to get there.

Almost all of our tickets are created by email from customers, so by the time we work on a ticket it's already in the system. We rarely create a new ticket, only respond to existing ones, so the custom fields interface (that you see when creating a staff ticket) isn't presented to us.

It seems that...

Ability to edit/display custom fields from the General tab
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Key issues / shortcomings...unless i am wrong.

January 28, 2015, 10:13 am
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Having thrown our configured version out to the ones that will use it, three key issues have appeared:

No repeat uses of single phone number for multiple users of same organisation; the switchboard phone number cannot be used more than once in any organisation.
End users in many of the companies that we use are contacted through their switchboard.

No single ticket view can show all user fields; if you have more than one Group (for example, Hardware, Software and Voice faults)...

Key issues / shortcomings...unless i am wrong.
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Last activity not updated by client action

January 28, 2015, 11:56 am
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Seems like there are others that are affected by how 'last activity' is handled, however, I could not find a thread that quite fits our plight.

Problem:
After a ticket is created by a client, some reply or update their ticket before it can be viewed by an agent. All agent views are sorted by last activity (first in, first out). With that, clients that spam their ticket keep getting pushed to the end of the line as that act resets last activity. When we eventually get to them, we have nice...

Last activity not updated by client action
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Upgrade stalls from 4.59 to 4.68

January 28, 2015, 9:28 pm
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Duh... Array to string conversion error (bug) Please repair

January 29, 2015, 12:05 am
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Version :4.64.1.5058
Scenario: New install. Then installation of an existing, proven, custom app

Error message: Array to string conversion (line 728 in Swift library SetupDatabase)

Cause: in line 728:

return array(false, $_sql . SWIFT_CRLF . $_ADODBObject->ErrorMsg());

$_sql is the return value from the ADOdb create table function. This is an array and noyt a string. Hence you can not concat it like a string.

See also:
function...

Duh... Array to string conversion error (bug) Please repair
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Removing empty lines in tickets

January 29, 2015, 1:52 am
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Hi,

Is there a way to remove empty lines in tickets? We have some tickets that have multiple replies, and each time it's adding extra lines to the tickets.

So you really have to scroll a lot to see the whole ticket.

How do we remove the lines?

Thanks!
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