Support Tickets... a member of staff in a note Piping... 5 Setting up Piping with cpanel... 6

Transcription

1 SUPPORT TOOLS

2 Table of Contents Support Tickets... a member of staff in a note Piping... 5 Setting up Piping with cpanel... 6 Troubleshooting... 8 Troubleshooting Piping Problems... 9 Troubleshooting Piping Problems - Advanced...11

3 Support Tickets Page 3

4 @Tagging a member of staff in a note In version 7.5 and above, members of staff can be mentioned when writing an internal note on a client's account and in support tickets. Usage will be familiar to users of Twitter and Facebook. When a member of staff is mentioned in a note a notification is sent to them containing a link to the ticket and the contents of the note. Using Staff Mentions in Ticket Notes 1. Navigate to the support ticket view via Support > Support Tickets 2. Click the Add Note tab 3. At the point you wish to mention the member of staff in the message, type symbol 4. A list of staff names will now appear by your caret. Continue typing to narrow down the search 5. Use your arrow keys and enter button or mouse to select the staff member you wish to mention 6. The tag will be inserted automatically, and will end with a # symbol. 7. When your note is complete, click the Add Note button. The note will be saved in the ticket, and a notification sent to the mentioned staff member. Using Staff Mentions in Ticket Notes 1. Navigate to a client's profile via Clients > View/Search Clients, or using the Intelligent Search 2. Click the Notes tab 3. At the point you wish to mention the member of staff in the message, type symbol 4. A list of staff names will now appear by your caret. Continue typing to narrow down the search 5. Use your arrow keys and enter button or mouse to select the staff member you wish to mention 6. The tag will be inserted automatically, and will end with a # symbol. 7. When your note is complete, click the Add Note button. The note will be saved in the client's profile, and a notification sent to the mentioned staff member. Staff mentions are exclusively available in these two locations. Page 4

5 Piping Page 5

6 Setting up Piping with cpanel In WHMCS, navigate to Setup > Support > Support Departments Note down the file path in the Ticket Importing using Forwarders section Login to cpanel and click Forwarders Page 6

7 Click Add Forwarder 1. Specify the address of your support department. In this example it's "support" 2. Click Advanced Options 3. Select Pipe to a Program 4. Paste in the file path you noted down earlier. 5. Click Add Forwarder N.B. With cpanel it is not necessary to copy the entire command presented in the WHMCS Support departments page, only the path to the pipe.php file. Page 7

8 Troubleshooting Page 8

9 Troubleshooting Piping Problems If an has not been piped into the ticket system, the first reference point is Utilities > Logs > Ticket Mail Import Log. This shows all the s processed by the WHMCS piping process and any errors that may have occurred, explanations of the most common errors are below: Ticket ID Not Found This means you are using an address assigned to an administrator to send your . Administrators can only reply to tickets, and not open new ones, hence the Ticket ID not found error message. When testing piping, you must send an from an address that is not assigned to an admin in your WHMCS system. Blocked Potential Loop This error message indicates that WHMCS received a large number of s from the same address, indicating an auto-responder loop So as to break the cycle WHMCS did not import the . By default any new tickets from the offending address will be blocked if 10 s are received from the same address within a 15 Page 9

10 minute period, but this can be customised via the Setup > General Settings > Support tab > Ticket Reply Limit setting. Unregistered Address Seeing this error means you have selected to only allow registered clients to open tickets in this department. You must untick the Clients Only checkbox in Setup > Support Departments > Edit to allow the public to create tickets. Only Replies Allowed by This entry in the log means that an was received to the department address, but the subject did not contain a ticket ID, therefore represents a new ticket rather than a reply to an existing one. Due to the Pipe Replies Only option being enabled in the support department configuration, the was rejected. This can be disabled in the support department configuration on Setup > Support > Support Departments > Edit Page 10

11 Troubleshooting Piping Problems - Advanced If an has not been piped into the ticket system and it is not listed in the Ticket Mail Import Log (refer to previous article) then these steps can be followed to identify the cause of the problem. Unable to communicate with the WHMCS installation This error occurs when the pop.php or pipe.php files are unable to communicate with the WHMCS installation, its typically occurs when the location of the /crons directory has been customised. The cron.php file will look for the WHMCS directory in the location specified in the /crons/config.php file. So to To resolve this error: Use your FTP client to locate the /crons directory on your server Open the /crons/config.php file. 1. Ensure the $whmcspath line is uncommented by removing the preceding // characters. 2. Ensure the path specified on the $whmcspath is the full system path to your WHMCS directory. This is the directory which contains the init.php and clientarea.php files. Page 11

12 Local Delivery Failed Bounce Error Message If you receive a bounce containing an error that states local delivery failed like the error shown below, then read on: pipe to /home/username/public_html/whmcs/crons/pipe.php generated by support@yourdomain.com local delivery failed To correct this, change the permissions on the /crons/pipe.php file chmod to 755 This can be done using your FTP client: Page 12

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