Helpdesk Maintenance 11/04/2011 !

[Rock]

Dear Customers,

Date : 11/04/2011
Time : 00:00 HRS GMT

In order to serve you better, we will be performing upgrades/updates on our helpdesk server on the above given date & time.

During this maintenance period, the support system will still be accessible, but in case you face any problems with getting to your existing tickets or placing new ones, please initiate a live chat from our web page itself & we'll be there to assist you.

We will further update the announcement on the latest progress of the upgrades. Any inconvenience is regretted.

[Rock]

Dear customers,

As per the scheduled maintenance, our helpdesk has been successfully upgraded to the latest stable version.

We were not able to migrate the old tickets to this newer version due to compatibility issues & the huge database size.

Please contact our 24x7 Live Chat support if you notice any problems accessing the helpdesk.

[Smithy]

I would have liked to been able to view old tickets. There were even some tickets that hadn't even been resolved.

Ah well, all done now.

[Rock]

I would have liked to been able to view old tickets. There were even some tickets that hadn't even been resolved.

Ah well, all done now.

We do still have the old DB in place & all unresolved tickets in them are created newly in the new system. Please let know if you notice any problems with this new upgraded system & we'll be happy to help.

[mdlp]

Hi

New Ticketing system does not work for me. Can login OK to client area but the submit ticket link takes me to a generic contact us page.

On this page the dropdown rejects my login details and lost password request fails to find my registered email address.

The home button on this page is a 404.

The View tickets asks me to Log in (I'm already logged in to client area)

The submit ticket link eventually takes me to an unsecure page asking for root/cpanel login details !! By the way it's spelt Loing Details.

At the bottom of the page Knowledgebase link is a 404.

Not a good omen !!

Martyn

[Cristiano]

Hi

New Ticketing system does not work for me. Can login OK to client area but the submit ticket link takes me to a generic contact us page.

On this page the dropdown rejects my login details and lost password request fails to find my registered email address.

The home button on this page is a 404.

The View tickets asks me to Log in (I'm already logged in to client area)

The submit ticket link eventually takes me to an unsecure page asking for root/cpanel login details !! By the way it's spelt Loing Details.

At the bottom of the page Knowledgebase link is a 404.

Not a good omen !!

Martyn

Hi Martyn.. Option available to view tickets in your client area is different in regards to one we have implemented now.

For smooth functioning of tickets, I suggest you to send us a support request at support [@] eukhost.com. Doing this we will have your details in our records. Click on Lost password here.

Once you have the password, you can login to eUKhost LTD. & open/manage the new tickets.

[stevem]

When will the helpdesk be ready to use?

Currently there's a 'webpage not found' for the Home page, logins are not accepted (invalid email or password), Lost password cannot find the email address and the Knowledgebase, News and Troubleshooter links have no content apart from the odd test.

Live Chat told me to use email to get support but would it have not been better to wait until the support pages were ready before going live?

[nickbits]

I too am frustrated at this. I am unable to login, the home buttin doesn't work, not very professional. Why go live with a system that is not finished and one where old content is not copied over. I still would like to see my previous tickets.

I have today experienced issues and tried to raise a ticket but no luck. I don't want to use Live Chat as the last 3 times or so it has been useless. So same question as previous post:

WHEN WILL THIS NEW SYSTEM BE READY TO USE?

[John]

Hello,

Is there any reason why https://support.eukhost.com/index.ph...mit/RenderForm isn't working? This is accessible by visiting https://support.eukhost.com and clicking on Submit A Ticket?

In regards to the merging of the old helpdesk tickets into the new one, that isn't technically possible are they are two complete different helpdesk softwares. Old tickets will be replied to and once a customer replies to that ticket, it will then open on the new one.

Or, as Christiano said, you can fill in the form at eUKhost LTD. - . which will create your account on the new helpdesk.

[stevem]

I'm afraid there are some problems with this approach. If I go to the old URL saved in my favourites http://support.eukhost.com/index.php?x=&mod_id=1 I get a 404 error where there should be a redirection. So I tried http:// support.eukhost.com instead. Yes there is a Submit a Ticket option there but it is not secure (http, not https), yet it asks for the server password.

Are you saying in effect you need to re-register? Then why not say so and give a registration form? Yesterday, I had a problem with the server, and tried to log in to submit a ticket and failed. In the end I used Live Chat who solved the problem. But there was no way to tell that I had to do something different from usual and that the invalid login message meant re-register or go to Submit a ticket. Since Live Chat didn't know about the Submit a Ticket option I don't suppose you can expect us to know either. Nor were they aware that everybody needs to re-register.

Suggestions to make the support pages more user-friendly:

1. Redirect all old URLs, including http:// support.eukhost.com and the 404 not found when clicking on Home, to the secure version https://support.eukhost.com.
2. On the login dropdown add an option to register and say why.
3. Email all users to tell them about the new system.
4. Cure the login dropdown of vanishing after typing the email address (IE8 & Firefox 3.6 on Windows 7).
5. Remove tests from the pages and put in holding information.

[stevem]

Or, as Christiano said, you can fill in the form at eUKhost LTD. - . which will create your account on the new helpdesk.

As explained before, that doesn't work! It gives Unable to locate a user account with "*********" email address. Even if it did, how would anyone know that Lost Password is to be used for re-registering?

[John]

Hello,

Thank you. I have passed on your https comment. The link I gave you did include https.

In regards to the helpdesk login issue, I have forwarded that on as well. I've just done a test submission and it worked for me and I can see that thousands of our customers are also registering without a problem.

[stevem]

I'm afraid there's yet another problem with the Helpdesk URLs. I emailed support to register and got an automated reply which says:

You can check the status of or reply to this ticket online at: https://support.eukhost.com/euk/Tick.../AIW-187-31848

I click on that and get

Not Found

The requested URL /euk/Tickets/Ticket/View/AIW-187-31848 was not found on this server.

Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request.

I get the error even now I have successfully registered. Is there an error somewhere?

[Cristiano]

Hello,

Login to Support URL & then click on view tickets. You should be able to view the tickets.

If any issues, PM me your login details & I will get it sorted.

[stevem]

Yes I can see the ticket in View tickets but my point is that the URL in the email is wrong.
Email URL is
https://support.eukhost.com/euk/Tick.../AIW-187-31848
but the correct URL is
https://support.eukhost.com/index.ph.../AIW-187-31848
so either the email needs changing or a redirection isn't working.

If you click on the first link you get a 404 error and the second link correctly asks you to log in to continue. Thus the email URL isn't working properly.

[Cristiano]

Yes I can see the ticket in View tickets but my point is that the URL in the email is wrong.
Email URL is
https://support.eukhost.com/euk/Tick.../AIW-187-31848
but the correct URL is
https://support.eukhost.com/index.ph.../AIW-187-31848
so either the email needs changing or a redirection isn't working.

If you click on the first link you get a 404 error and the second link correctly asks you to log in to continue. Thus the email URL isn't working properly.

Hi Steve.. Thank you for shedding the light

I have forwarded this to our developer. Will get this sorted as soon as we can.

[eben80]

Tell him to spell-check the ticket details page as well:

Loing Details

[Rock]

Tell him to spell-check the ticket details page as well:

This has been sorted out. The 404 errors will be done by today as well.

[Welshy]

can you install more ram into the staff also.... tickets are taking an age to get a response on nowadays.... (see vps post), now have another ticket in of 4+ hours

[AlexP]

Hi Steve.. Thank you for shedding the light

I have forwarded this to our developer. Will get this sorted as soon as we can.

View tickets URL issue has been fixed could you please check it let us know if you have any more issues.