by Fanatical Labs

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#3044 - SugarCRM Health Check failing due to a Zendesk file

Closed Bug? created by Teo Tech Verified Purchase 2 years ago

Our SugarCRM is an OnDemand version 7.7.2.1 (Build 23). Sugar is attempting to upgrade it to version 7.8.2.0 and running a Health Check prior. The Health Check fails with the following:
F: [Issue 110][customPhp4ConstructorCall][533][A class in modules/zendeskTickets/zendeskTickets.php calls its custom parent's constructor as parent::zd_Tickets()]
I installed the SugarOutfitters Zendesk version 2.0.1n, but it made no difference, Health Check is still throwing the same error. Can you help with that?

Thanks,
NancyE

  1. nancyearnst member avatar

    Teo Tech Verified Purchase

    2 years ago

    I haven't heard from anyone yet, any thoughts on this issue?

    Thx

    • jason member avatar

      jason

      2 years ago

      Thanks for reporting this issue. It's the first time that we have heard of this, but will be sure to get this worked out. To get you past the upgrade until we have this resolved, I recommend uninstalling the Zendesk integration. This should then allow you to upgrade Sugar to 7.8.2.0. Meanwhile, we are working on a change to the code to work around this restriction.

      Thank you,
      Jason Eggers
      SugarOutfitters

  2. nancyearnst member avatar

    Teo Tech Verified Purchase

    2 years ago

    Uninstalling the Zendesk integration is not an option. Sugar is willing to wait for this resolution, I believe. I appreciate your attention, thanks.

    • jason member avatar

      jason

      2 years ago

      Great! We will let you know here as soon as a solution is available. I would expect by end of day tomorrow at the latest as long as it is as simple as the Health Check message shows it to be.

      If you do have to uninstall, it can always be installed as soon as a solution is ready. Just want to give you some options.

  3. chad member avatar

    Hi Nancy, what's going on here is that you have the old Zendesk integration installed. The one that Zendesk developed internally and is no longer supported.

    Our new integration is compatible with Sugar 7.8.2.0. We can talk more about it on the call tomorrow, but what will need to happen is we uninstall the old Zendesk integration and make sure the new integration is all setup.

    Let me know if you have any questions in the meantime, otherwise looking forward to the call tomorrow!

  4. nancyearnst member avatar

    Teo Tech Verified Purchase

    2 years ago

    The version I have is the one I just downloaded from the link that was sent to me in an email from support@sugaroutfitters on 4/11/17. It is listed as FanaticalZendesk-2.0.1-for-Sugar7.zip (OnDemand Compatible which is the instance we are running) so that's what I downloaded and installed and within Sugar is visible as v2.0.1n. So you're saying that is not the proper version?

    • chad member avatar

      Got it, thanks. You have the correct version, but my guess is at some point in time in the past you had the old Zendesk integration installed. It either was uninstalled in the past or was lot during a Sugar upgrade and some of the old files from that were not fully removed.

      The reason I suspect this is the case is because the file mentioned in the error message is "modules/zendeskTickets/zendeskTickets.php". We've never had a file named that in our integration, but the old integration had that file.

      We may need to get the folks at Sugar to help us remove those old files, but we should be able to get you fixed up soon. Talk to you later today!

    • nancyearnst member avatar

      Teo Tech Verified Purchase

      2 years ago

      According to Sugar Tech Support running the Health Check, if the file is just a leftover from previous version dated, I think 2015, he can manually disable it and continue on. The unknown part is if it is still used by the current version. That's what we need to know from you, I guess.

    • chad member avatar

      Hi again, that file is not used by the new integration. It can be removed. Any modules that are prefixed with "zd_" are old and not used in the new integration. The only module that is in the new integration is called "FanaticalZendesk".

      Would you like to still have our call? I'm unable to manually disable files unlike the Sugar Tech. I'm still happy to have the call, but it seems like they may be able to take care of the issue for you.

      Let me know. Thanks!

    • nancyearnst member avatar

      Teo Tech Verified Purchase

      2 years ago

      Thanks, Chad,
      I think the call is not necessary at this point. I'll have the Sugar tech disable zd_Tickets and run the Health Check again. If that does not permit the Health Check to run successfully, I'll contact you again.

    • chad member avatar

      Sounds like a plan. I'll cancel the meeting for this afternoon.

      I will leave this support case open for now. Let me know how it goes. Thanks!

  5. chad member avatar

    Hello, I wanted to check-in to see if you were able to get everything upgraded like you were hoping to?

    Is there anything else I can help with? Or should I close out this case?

    Thanks!

    • nancyearnst member avatar

      Teo Tech Verified Purchase

      2 years ago

      It appears to be functional, so at this time you can close the case.

      Thanks!

    • chad member avatar

      Good to know! Let us know if you need anything else.

      I'm closing this case out. Have a great week!

    • nancyearnst member avatar

      Teo Tech Verified Purchase

      2 years ago

      Maybe we should wait till tomorrow to close this case. The upgrade was run Saturday evening and as far as I can tell myself, it seems to be working properly. I'll actually know more tomorrow when users return, but so far so good.
      NancyE

    • chad member avatar

      Hi Nancy, this is an older case. I think the one you're looking for is here and it is still open: https://www.sugaroutfitters.com/support/zendesk-sugarcrm/3348

      Thanks!

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