Cerberus Helpdesk Forums

Comments are getting lost in 5.1

roustem — Mon, 06 Sep 2010 15:48:51 GMT

We noticed that many of the comments are getting lost after upgrading to version 5.1.

Was this problem reported before?

Error with the Time Spent by Organization over Date Range

midgardtech — Fri, 03 Sep 2010 11:57:52 GMT

I upgraded my cerb to 5.1.0 last week and since then, the Time Spent by Organization reports do not reflect any time input since that time.

The other reports reflect it, however.

Here is an output for one of my organizations. There should be time show in the 26th, the 30th, the 1st and the 2nd but none displays.

2010-08-04: 480
2010-08-05: 480
2010-08-06: 0
2010-08-07: 0
2010-08-08: 0
2010-08-09: 0
2010-08-10: 480
2010-08-11: 480
2010-08-12: 0
2010-08-13: 480
2010-08-14: 0
2010-08-15: 0
2010-08-16: 0
2010-08-17: 480
2010-08-18: 480
2010-08-19: 480
2010-08-20: 0
2010-08-21: 0
2010-08-22: 0
2010-08-23: 480
2010-08-24: 0
2010-08-25: 480
2010-08-26: 0
2010-08-27: 0
2010-08-28: 0
2010-08-29: 0
2010-08-30: 0
2010-08-31: 0
2010-09-01: 0
2010-09-02: 0
2010-09-03: 0

Here is a report of Time Spent by Worker which includes all organizations from the same date range and you can see the time is reflected:

2010-08-04: 480
2010-08-05: 540
2010-08-06: 180
2010-08-07: 75
2010-08-08: 0
2010-08-09: 60
2010-08-10: 480
2010-08-11: 480
2010-08-12: 120
2010-08-13: 480
2010-08-14: 0
2010-08-15: 0
2010-08-16: 0
2010-08-17: 840
2010-08-18: 480
2010-08-19: 480
2010-08-20: 0
2010-08-21: 0
2010-08-22: 0
2010-08-23: 480
2010-08-24: 0
2010-08-25: 480
2010-08-26: 480
2010-08-27: 570
2010-08-28: 0
2010-08-29: 0
2010-08-30: 480
2010-08-31: 0
2010-09-01: 540
2010-09-02: 480
2010-09-03: 0

Is there any way to fix this? I need this to work so I can properly bill my contract clients.

Thanks.

Cerb5 -New Installation - now pictures

ping1 — Wed, 01 Sep 2010 18:28:06 GMT

Hello,

i have installed cerb5 on an centos5 32 bit, everything worked but when i login , i don'T see any pictures. FOr example in the "Plugins & Features" area.

Can somebody please help me?

Attached Images

Unbenannt.JPG (45.6 KB)

Search for Tickets Without Time Entries

barmanpoet — Tue, 31 Aug 2010 18:51:59 GMT

Is there a way to search for tickets that do not have associated time entries?

Service Ticket Close email

kshannon — Tue, 31 Aug 2010 05:56:34 GMT

Hi

I am sure it is really obvious where to find this but I have looked and looked with no luck. Since the upgrade when we close a ticket there is an auto email that goes out with 'service ticket close' in the body of the email. We don't have auto responders turned on for closing tickets - could you please tell me where to find this to turn it off? Thanks Kathy

Supporting resent-to header

PSi_101 — Tue, 31 Aug 2010 01:56:49 GMT

We regularly get mails sent directly to staff members which they then redirect to the support email address. This uses the resent-to header.

Now I know that I can modify the code manually to support this, but it's a bit of a pain to do on every upgrade, so I was wondering if there was any chance of supporting this feature in the core code.

If it's not, what other alternatives are there for implementing this? Plugins/Extensions?

Bug: Cerb 5.1 deleting comments

dteare — Mon, 30 Aug 2010 18:57:25 GMT

Ever since we upgraded to Cerberus 5.1 our entire team has been losing their comments. The comment will appear for a while, and then magically disappear after a few hours or days.

Nothing appears in the Audit Log re: comments, so I'm not sure how I can help you track this down. Please let me know.

Version 5.1.0 - ajax.php causing high server loads

Paul67 — Sun, 29 Aug 2010 23:27:16 GMT

Issue with the latest versions...ajax.php cause a high server loads (Many processes, never closed).
We had to kill all processes generated by "ajax.php" (for prevent the crash of server!).
--------------------------------------
High 5 minute load average alert - 13.57
High 5 minute load average alert - 11.94
--------------------------------------

Server Information:
------------------------------------------------------
Processor #1 Vendor: GenuineIntel
Processor #1 Name: Intel(R) Core(TM)2 Duo CPU E4500 @ 2.20GHz
Processor #1 speed: 1200.000 MHz
Processor #1 cache size: 2048 KB
Memory: 3111100k/3144392k
------------------------------------------------------
note: this server is used only for our web site (Billing and Helpdesk).

Comments overwriting

kshannon — Sun, 29 Aug 2010 21:06:39 GMT

We have just done the recent upgrades available and have a problem with our comments now. If there is a comment on a ticket and you add another one, the new one overwrites the old one. Any help would be appreciated!

Replies to existing threads erroneously creating new threads

dteare — Sun, 29 Aug 2010 16:52:18 GMT

Hello,

In Cerberus 5.1, I'm seeing customer followup replies being created as new threads instead of properly being merged into the existing thread.

I have all the source for both of the customer's emails. I assume the most important line is this one in the customer's followup reply:

Code:

In-Reply-To: <1283028372.4c79759419268@snipped.out.toprotecttheinnocent>

Given the customer's followup reply had this message header, I am amazed Cerberus felt a new ticket was needed.

Has this been fixed? If not, what additional info can I provide to help?

Duplicate Tickets in 5.1

roustem — Sun, 29 Aug 2010 15:29:08 GMT

I made a few changes in our helpdesk installation yesterday:

1. Upgraded to 5.1
2. Added a cron job to run the scheduler

We are now seeing duplicate tickets for some of the incoming emails. I can see that the email headers are exactly the same so it seems that a duplicate tickets were created for the same email.

What could have caused this problem?

"Next Action" on reply

kahlif — Fri, 27 Aug 2010 21:22:44 GMT

When replying to a ticket, there used to be a "Next Action" field at the bottom in the "Next" box, with the resume question and status change.

It is no longer there...

Any reason?

I know it is there if I edit the ticket, but my users were used to filling in that field as they replied.

Thanks!

Cerb4 to Cerb5 - Workspaces not displaying properly

kahlif — Fri, 27 Aug 2010 17:19:14 GMT

This is a mirror of point 1 in this ticket in paid support but since I cannot post there, I will post here.

This is more of a warning than a request for help, as my resolution for this is to have my workers update their workspaces manually, but...

I just upgraded from the latest cerb4 to 5.1 and I had a minor issue with workspaces. Any filter on a workspace that had to do with a worker (i.e. Owner=me) was changed to "in 474" or another number. I have to recreate the Owner filter in each workspace.

During the upgrade process, is there any way to fix this for the next person who has this issue? I believe it is too late for me, but some others may get very annoyed by this...

Thanks!

original_message.html?

latinbits — Fri, 27 Aug 2010 15:30:39 GMT

Hello..

Am new to this version of cerberus.. I used to have cerberus 2.x back in the days.. I was just wondering how to get my full incoming html pages instead of stripped parts of it. I see in the attachment section of the help desk setup, there are a bunch of files named original_message.html that if i open up, they show the full html message as it was originally intended.

Thanks!

Upgrading from 5.0.1 to 5.1 problems

barzog — Thu, 26 Aug 2010 10:06:32 GMT

Today I've upgraded from stable 5.0.1 to stable 5.1 (Build 2010082401). Here's some problems which I've encountered:
1. My old column "Worker" in any search/view disappeared. If I add column Owners instead of Worker, its always empty. Why?
2. Subtotals/Filter presets is in place of Overview which we heavily used. According to http://wiki.cerb5.com/wiki/Filter_Presets_and_Subtotals documentation If I save filter preset with status and worker lists then subtotals contents will change. But this is not happens: i.e. worker subtotals is always empty, status subtotals contains only opened tickets count and group subtotals contains only unassigned totals count.

Any suggestions?

Couple of Cerb5.1 Issues

ecarter — Wed, 25 Aug 2010 17:05:49 GMT

Hello,

I upgraded to Cerberus Helpdesk Version 5.1.0 (Build 2010082201) yesterday. Noticed a couple of issues I was curious about:

After the upgrade, I noticed that in the workspaces the assigned owner filter had broken. I'm not sure but there was a checkbox and next to it was 'in 0' or 'in 512', just FYI. I removed that filter and added the 'owner' filter and things seemed to work OK.
The other issue is a bit more puzzling. I noticed that in my workspace, when I add the column 'Owners' under customize, no owners are displayed. Is there another way to display the owners in the worklist customization?

Thanks!

Missing functions in 5.1 vs 5.0.1

netground — Wed, 25 Aug 2010 08:12:45 GMT

Hi,

Some other weird things we miss or found useful in previous versions:

1) Normally I could click on properties for a ticket, after replying, and when I would like to resume the conversation for example, after 7 days. Now I can click on edit and let it open or close, but not set a date when to resume, as I get when replying: When would you like to resume this conversation?

2) The snippets where a great invention, also the fast search option above the snippets, and then click on the snippet link to insert. The search option is gone.

3) Worker notifcations on every ticket reply, which takes time an annoys, but this is another thread.

Hans

Notification on reply default on?

netground — Tue, 24 Aug 2010 18:22:55 GMT

Hi,

I hear from my employees they get an notification when a client replies to their tickets. They see no option to turn it off.

Is there some hidden one? :)

Thanks in advance!

Hans

Cerb 5.1 Upgrade

dfroberg — Tue, 24 Aug 2010 13:03:12 GMT

Hi folks

Upgrade explodes with Warning: Invalid argument supplied for foreach() in /var/www/cerb5/api/Application.class.php on line 331

Warning: Cannot modify header information ...

Using svn up to upgrade to latest, when the above occurred i cleared everything regetting via svn.

Cleared cache files.

How automatically replace the recipient's address?

yurka — Tue, 24 Aug 2010 06:48:11 GMT

Hello. I have Cerberus Helpdesk Version 5.0.1 (Build 2010061702).
I need your help. We have a partner (for example, mailer@partner.com) that sends to our mailbox (cerberus@company.com) notifications. I need to make some marks in the notifications and reply to another e-mail (save@company.com). I need to change recipient's address each time from mailer@partner.com to save@company.com manually. Maybe it possible to do automatically (only in case if recipient is mailer@partner.com) ??
Could anyone give me advise please?

5.1 is released with 179+ improvements from community feedback!

jstanden — Mon, 23 Aug 2010 22:21:42 GMT

View the highlights of the 5.1 release here:
http://wiki.cerb5.com/wiki/5.1.0

Enjoy!

Watchers and spam feature request

levn05 — Fri, 20 Aug 2010 02:26:23 GMT

I have my mail system handling/deciding what is spam instead of Cerberus (so I did not train Cerberus to decide properly what is spam and what is not). I found that sometimes watcher notifications were not being sent and could not figure out why for a while. Eventually I opened up the code and found this:

PHP Code:


		
			
// [JAS]: Don't send obvious spam to watchers.
      if($ticket->spam_score >= 0.9000)
            return false;

This is non-obvious behavior. It should be documented somewhere or removed or an option added to disable it or something such IMO. With option added to modify what spam score is "obvious" being the best choice, in my opinion.

Remove Version Number from Login Screen

rclements — Thu, 19 Aug 2010 15:33:45 GMT

Hi,
I was wondering how one would remove the version number from the login screen in Cerberus?

-Randall

Anyone successfully running a FreeBSD server?

Mystique — Wed, 18 Aug 2010 15:09:57 GMT

I have spent many hours trying (with *much* help from the live chat) and it seems that there might be an issue..

I would love to hear from *anyone* that is running FreeBSD and cerberus 5.0.x.

I have issue with Apache (mod_php and fastcgi) and lighttpd (fastcgi).

if anyone replies I will supply details.

Thanks in advance.

Sending internal messages (multiple tickets)

glopez — Tue, 17 Aug 2010 15:51:01 GMT

Hi,

I've tried sending messages from Cerberus to an e-mail address also managed by cerberus, like if one group manager sent a message to another group.

Looks like 2 tickets are generated in the DB. One for the sent message and another for the received one. But only the received is shown.

Maybe you can point me in implementing some changes that would allow sending internal messages..

using 5.0.1

Regards

11 new sneak-peek screenshots of Cerb 5.1

jstanden — Tue, 17 Aug 2010 08:13:36 GMT

Check out the publicly-accessible album here:
http://www.facebook.com/album.php?ai...40162299357168

Sort 'Subject' column alphabetically

Skidoo32 — Tue, 17 Aug 2010 00:14:56 GMT

Hi,
I'm currently using Cerberus Helpdesk - Version 3.6.0 and would like to know if its possible to sort the Subject column alphabetically. We log our tickets with an acronym at the start of the subject and would like to sort/group tickets with the same acronym.

Clicking the # at the top of the column sorts the ticket number alphabetically but not the Subject.

Thanks

Not liking some of the new Cerb 5.1 terminology (i.e. "Owners")

gglynn — Sat, 14 Aug 2010 19:45:34 GMT

I've had a chance to digest some of the design changes related to "Links" that have recently been announced for 5.1:

Cerberus Helpdesk Blog: Preview! Links

At first, I hated the fact that "Owners" was now replacing "Assignments" on Tickets, Tasks, and Time Tracking Entries, but now I think I just have a small problem with the design change and a bigger problem with the terminology.

I dislike the use of the term "Owner" in these contexts. I'm all for genericizing terms when appropriate, but in my opinion:

1) Tickets and tasks are more properly "Assigned" to one or more Workers ultimately responsible for getting them closed/completed, not "Owned" by them. Bear in mind that I've never been especially fond of the term "Next Worker," either (I get it, it just bugs me).

2) Time tracking entries have a "Worker" who did the work, not an "Owner." When I look at a time tracking entry, I want to know the answer to two questions: what was done in the time specified, and who did it? The use of the term "Owner" is just odd here.

Furthermore, I'm not clear about how the elimination of "Next Worker" affects ticket workflow. Although I don't currently use it myself, I see the usefulness of the automatic reassignment (or deassignment) of tickets that sit unworked for a certain period of time. Has that gone away in 5.1?

5.0.1 is released

jstanden — Fri, 13 Aug 2010 03:02:10 GMT

Cerb5 (5.0.1) is a maintenance update released on June 17th 2010 containing over 37 minor fixes and usability tweaks from community feedback.

http://wiki.cerb5.com/wiki/5.0.1

5.0.0 is released with 307+ improvements from community feedback!

jstanden — Fri, 13 Aug 2010 03:00:19 GMT

Cerberus Helpdesk 5.0 (Cerb5) is a stable release as of May 17th 2010, and it contains over _307_ improvements from community feedback.

== Highlights ==

* Friendly licensing: unlimited worker accounts; buy simultaneous worker "seats"; first 3 seats are free; no features are locked.
* Major performance improvements: from fast to faster; CSS sprites; smarter caching; faster queries; less memory.
* Cutting-edge tools: Devblocks2; Smarty3; jQuery/UI; Nginx-friendly.
* Lightweight: Goodbye ADODB, YUI, Zend Framework.
* Mail drafts: auto-save; shared; visible in the conversation history.
* Failure-proofing: failed mail is now automatically saved as a draft.
* Support Center: completely customize every template for each community portal; custom fields on portals; display any custom fields for addresses or organizations on 'My Account'; share template designs.
* Broadcast: send personalized replies to an entire worklist using all data and custom fields.
* Snippets: reuse conversational fragments that know everything about your customers that you do; all custom fields; relationships between records.
* Search: major improvements in search performance and relevancy.
* Storage: archive/unarchive content to/from disk, database, and Amazon S3 based on activity.
* Explorer: navigate the contents of any worklist; share search results via URL with your team.
* Mail Queue: send large amounts of mail efficiently.
* Knowledgebase: Markdown support; visual editor; permalinks; preview; custom fields.
* Web-API (JSON/XML): completely rewritten; simplified for mobile development; worker-auth based; read/write custom fields for all major records; plugin-ready.
* and much more...!

* Here's the summary of the major changes since 4.x:
http://wiki.cerb5.com/wiki/5.0.0

* Check out the feature highlights on the project website:
http://www.cerberusweb.com/

* You can evaluate Cerb5 instantly with a free, private copy hosted on our network for the next 14 days:
http://www.cerberusweb.com/tour/demo

Thanks for being a part of the project!

- Jeff Standen, Chief of R&D, WebGroup Media LLC.

WebGroup Media, LLC.
451 W. Lambert Road #201
Brea, CA 92821 USA
+1 714.671.9090
support@webgroupmedia.com
http://www.cerberusweb.com/

We've changed Facebook pages

jstanden — Fri, 13 Aug 2010 02:54:47 GMT

Hey guys,

Since Facebook doesn't make it easy to rename pages, we've changed the name of our page to reflect the new Cerb5 version:
http://www.facebook.com/pages/Cerber...40162299357168

Click the 'Like' button if you'd like an easy way to stay in the loop about Cerb5 updates & tips.

Thanks!
-Jeff

Cerb4 Address Book Export

J.T. — Tue, 10 Aug 2010 15:29:09 GMT

Hi,

Is there a way to export Address Book items?

I see an import with CSV, can that be reversed?

We got an Exchange-like server with LDAP capabilities which I want to populate. If I remember correctly, there's a hack/plugin floating about to let Cerb query an LDAP server so I can marry them back together.

Aside from SQL dumps, is there an export somewhere I'm overlooking?

Access denied - Invalid HELO name

Diego — Tue, 10 Aug 2010 02:34:39 GMT

Why I'm getting this message?
This only happens to Cerberus.

Quote:

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

customer@email.com
SMTP error from remote mail server after MAIL FROM: SIZE=13176:
host email.com [174.120.240.xxx]: 550 Access denied - Invalid HELO name (See RFC2821 4.1.1.1)

------ This is a copy of the message, including all the headers. ------

Return-path:
Received: from localhost.localdomain ([127.0.0.1] helo=custom.com)
by anubis with esmtpa (Exim 4.69)
(envelope-from )
id 1Oieb5-000392-G6
for customer@email.com; Mon, 09 Aug 2010 23:29:48 -0300
Message-ID: <1281407387.4c60b99b68b38@custom.com>
Date: Mon, 09 Aug 2010 23:29:47 -0300
Subject: Re: [Support #YEV-64764-282] Re: Sales
From: "Support [Custom]"
To: customer@email.com
MIME-Version: 1.0
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: quoted-printable
In-Reply-To: <812ADC98EC164BF5B57FAD6E31966542@HP1>
References: <812ADC98EC164BF5B57FAD6E31966542@HP1>
X-Mailer: Cerberus Helpdesk 5.0.1 (Build 2010061702)