Questions & Answers

Below are a few frequently asked questions. Please check here first before asking for support.

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How Can I Retain Options (control/options.php) in Future Updates?

Additional settings are found in the 'control/options.php' file. These are for convenience and not included in the admin settings to over complicate things. To retain the changes you might make in the 'control/options.php' file so that future versions don't overwrite your changes, do the following:

1 Save the 'control/options.php' file as 'control/user-options.php' in the 'control' folder. The system will look for this file first. Make sure that ALL of the variables exist in the 'user-options.php' file. If any are missing you will see errors.

2 To revert back to the defaults, simply delete or rename the 'control/user-options.php' file.

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How Do I Assign Tickets to Other Staff?

If you wish to assign tickets to staff, check the "Manually Assign Tickets to Users" box for a relevant department. When tickets are opened they will appear on the ticket assign screen.

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For the table headers, can I change the two backslashes?

Yes, edit the 'TABLE_HEAD_DECORATION' value in the 'control/options.php' file.

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How Do I Find My Product Key?

If you are using the none commercial version, in your admin area, click 'Purchase' on the top menu to view your product key.



If you don't see this link, access the following link in your admin area: admin/index.php?p=purchase

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I've forgot my admin login details. Can I reset them?

Yes. If you have forgotten your admin user details, you can use the pass reset option to update all team members. More information here.

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Can two people view the same ticket?

Yes, via the dispute system.

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All I see is a white page. Why?

The loading of the software has failed and the error reporting on the server is set to not display errors. Check the "logs" folder to see if there are any txt error logs.

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Can I resell the system?

Yes, if you purchase a white label licence. More info here.

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Will the system work with PHP8?

Yes, the system is designed and tested in the latest production version of PHP.

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Messages are being truncated with certain special characters. Is there a fix?

MySQL cannot properly handle four-byte characters with the default utf-8 charset up until version 5.5.3. The only workaround is to convert these characters to a question mark. You can enable this in the 'control/options.php' file. Set the 'STRIP_MULTI_BYTE_CHARACTERS' value to 1.

If you still have issues, we are afraid there aren't any current solutions, other than to upgrade your MySQL version.

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How are tickets and disputes different?

A ticket is a standard communication between the person who opened the ticket and admin. A dispute can be seen by multiple users and admin. So, for example, lets say you run a games site and 2 users are in dispute. User 1 can open a ticket and user 2 can then be added to the same ticket via the dispute system. Both users can then see each others replies.

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How do I create a dispute?

You must first enable the dispute system in the settings, this is disabled by default.



Then to create a dispute from a ticket, click to view the ticket and then click 'Create Dispute' from the top bar (this is not seen until the dispute system is enabled), this turns the ticket into a dispute.



You then have to add other users to the dispute via the dispute management drop down.

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Can I include the admin reply comments in emails?

Yes, use the following variable in the reply email templates:

{REPCOMMS}

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Can I upgrade from a previous version older than v2.0?

Sorry, this isn't possible.

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Can I change the text in the software and add my own wording?

Yes, see the language section.

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404/400 etc Error messages are pretty bland. Can I create my own?

Yes, just edit the files in the "content/*theme*/headers/" folder.

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Can I edit the PHP files?

All files may be edited, except the files in the following directory:

control/system/core/*

You must NOT edit any of these files or the system will fail to load.

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Can I remove the website name from the email subjects?

Yes, open the "content/language/**LANG**/lang4.php" file and edit the values in the $emailSubjects array.

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Can I not have the layout stretch to full screen? I like the old layout better.

No problem. At the bottom of the main theme.css stylesheets remove the his res monitor code.

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Can I load custom code from the main index.php files?

Yes, see the HTML Templates section.

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Can I use multiple languages at the same time?

Yes, see the note on the languages page.

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Can I integrate the layout into my own site design?

Yes, you'll need to edit all the template files in the 'content/*theme*/' folder. Click here for more help.

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Can I add custom mail headers?

Yes, you can add custom mail headers in the following file: control/classes/mailer/mail-init.php

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Can I remove the version check link in the admin area?

Yes, edit the 'control/options.php' file. Set the 'DISPLAY_SOFTWARE_VERSION_CHECK' value to 0. Note that this ONLY displays for administrators.

NOTE: The version check option sends ONLY the version number and script ID to the Maian Media servers for version comparison. No user identifiable information or information relating to your setup is sent.

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Can I edit the html mail template?

Yes. More info on the email templates here

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Can I remove the Maian Support links in emails?

Sorry, not in the free version. The commercial upgrade removes this option.

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How much do I have to pay for upgrades?

Nothing. Upgrades are FREE.

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Ok, I've purchased a licence. What do I do now?

Firstly, go to the Maian Media Licence Centre and log in with the username/password sent to you in the email you received after purchase. If you didn't receive this email, please contact us via the Maian Support website.

Once you have logged in, use the options provided to generate your licence. Your new licence file will be included in a zip file along with a readme file. You should replace the default .lic file with your new one. This will unlock the free feature restrictions.

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Can I open support tickets via standard emails?

Yes, of course, see the imap section.

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Can you recommend a good web host?

There are lots of good web hosting companies around. Try a search on Google. Read what other people say.

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What happened to the help tips in the admin area?

They were removed in v3.0 in favour of the direct link to the docs via the "Help" link on the top bar.

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What is Twitter Bootstrap?

It is a free, open source development framework. More info here.

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Where are the docs?

You are reading them (I kid you not).

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Do you have any converters to convert from other software such as osTicket & Hesk?

These are in the pipeline, but are not available yet. Please keep checking the Maian Support website.

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Can I get a discount for Maian Support, I'm broke?

Regular monthly discount coupons are emailed to subscribers of my newsletter. It's an infrequent newsletter. You can unsubscribe at any time.

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The code doesn't validate because of the X-UA-Compatible meta tag. Is there a fix?

A known issue. You might be able to find a fix. Generally it's nothing to worry about and can be ignored.

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Can I use boolean type search filters like proper search engines?

No, sorry. The MySQL FULLTEXT search options are not enabled in Maian Support as they cause more problems than they are worth, especially with small words. They may be revised in a later version. The imap ban filters still use FULLTEXT searching for speed.

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How Do I Generate the API Key?

API key is created in the API Settings.

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Can I disable the ticket/reply comment drafts?

Yes, open the 'control/options.php' file and scroll to the draft options. Set 'SAVE_DRAFTS' to 0 to disable.

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Tickets opened by imap are garbled, why?

See the notes here.

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Can I disable the logout confirmation message?

Yes, edit the "DISPLAY_LOGIN_MSG" option in the "control/options.php" file and set it to 0.

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Can I disable the admin dashboard graph?

Yes, edit the 'control/options.php' file. Set the 'SHOW_ADMIN_DASHBOARD_GRAPH' value to 0.

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No emails are being sent, why?

Check your server error logs first. If you are using SMTP, you should also enable SMTP debugging to help debug mail issues. To enable, check the "Enable SMTP Debugging" on the Settings & Tools > Mail Settings page.

The "mail_debug_log.log" should be written to the "logs" folder.

If you are having issues sending email over SSL, this is nothing to do with this software or the mail system used by this software. Most likely your server's SSL is installed incorrectly, so please check. If you have issues, you can disable SSL certificate checking via the following Settings & Tools > Mail Settings page.

SSL/TLS Only - Do Not Verify Certificates

Enabling this will allow insecure connections. Whilst this is a workaround, it is NOT recommended.

If you are using the PHP mail function, you must view your internal mail logs for issues.