Facing problem with Cerberus Helpdesk System

[rameshk]

Hello Cerberus Support,

We are facing some problems with Cerberus Helpdesk system from last few days. We are not able to reply, forward, add comment to tickets, when we click on Reply, Forward, comment links at the bottom of the ticket it says "Loading" but it doesn't load.

Also we are not able to search tickets from Search Builder. It gives a script error at the bottom (Task bar).

We are not able to use cerberus helpdesk system from last 2-3 weeks.

Please help us in this regard and guide us what to do.

Thanks & Regards
Ramesh K

[dsugita]

Hi Ramesh,
The information you provided doesn't really provide much info on helping with your issue(s). What build are you currently using? Have you tried using a different browser to see if you experience the same type of issues?

[tohara]

My helpdesk is hosted by cerberus and I am receiving php errors among others when attempting to send a reply or forward to an email from my cerberus4 helpdesk system. The errors:

Error:
May 20, 2008 11:10 PM delete note
Exception thrown while sending email: Mail not sent.

and....

Fatal error: Call to a member function getList() on a non-object in /home/vhosts/greenhouse.cerb4.com/admin/api/app/Mail.php on line 623

This has been happing for about the last 6 hours.

Please help or advise... Thank you in advance.

[Hildy]

hrm. The "last 6 hours" bit is a little odd. Are you using "localhost" as your SMTP server, or are you using a different one? If different, can you please try with "localhost"?

[rameshk]

Hi Darren,

Thanks for your quick response :)

We are using Version 3.5.1 Release (Build 418), We regularly use IE 6.0, However we have tried it on IE 7.0 and Mozilla 2.0 version.
Also we have tried different users on different machine, but the problem continues.

I don't know how but this problem has resolved at itself automatically for now.

But we always face this problem, if you could provide permenant fix for this issue.

Thanks for your help.

Regards
Ramesh K

[dsugita]

Glad to hear it's working again, though it sounds like perhaps you might be having some server issues that could be causing your load to spike while the helpdesk is running. Unfortunately we can't really provide a 'permanent' fix, since its unknown what the error is, nor are we developing for that branch of the helpdesk any longer (these forums are meant for Cerb4). I would suggest that at the very least you try upgrading your helpdesk to the last 3.x version which was version 3.6