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-   -   Priority Support (http://forums.dotproject.net/showthread.php?t=3091)

Karen 22-07-05 11:00 AM

Priority Support
 
As part of the ongoing push to provide optimal support we have seen an increasing requirement for people to get urgent assistance with issues that are affecting them.

In order to be able to provide that urgent assistance we have generated 3 paid subscription models on our forum site www.dotproject.net/vbulletin for your convenience.

Selecting any of these paid subscription models will allow you to post a message to a special priority support forum which will then be broadcast straight to the entire development team who have agreed to respond to that request for assistance as the highest dotProject priority that they have. The response time may vary slightly around weekends and in different timezones but the broadcasting of your request means that the entire team is aware of your issue and can ensure that they respond to you above any of their other commitments.

The 3 models available are for a period of access to the priority forum of 5 days, 1 month and 1 year. You can access these paid subscription options via the UserCP (at the top of the vBulletin screen, then select Paid Subscriptions from the Miscellaneous Options at the bottom of the Control Panel menu on the left. You will need a user account and be logged in on vBulletin to access this feature.

Please remember that priority support does not guarantee an IMMEDIATE response. Unfortunately the project does not currently have full-time dedicated support personnel, but if enough people subscribe then we will look at resourcing the forums more intensively.

ccharlton 17-08-05 04:20 AM

Re: Priority Support
 
Sorry, but I don't see a post with the prices, just this announcement post/sticky. Please advise.

Karen 17-08-05 09:07 AM

Re: Priority Support
 
Access the subscriptions via your UserCP and you will see the prices there.

reason1041 23-02-09 03:41 AM

Re: Priority Support
 
I have a question in reference to the paid priority support. According the description for the 5 days support I would have to pay $20 for support that only included answers to general questions. I currently have the version 2.1 rc and have already downloaded the most current version but am running into issues to install it. How much would it cost to just have you all install in for me?

A special forum and announcement system has been setup to allow you to lodge a request for assistance that will be priority forwarded to the developer team for response. This subscription allows you access to that forum for a period of 5 days in total. Please note support includes asking questions about operational issues, requesting assistance to resolve critical bugs and so on - it does not include development of special requirements or anything more than general advice regarding programming requirements.

Karen 24-02-09 08:29 AM

Re: Priority Support
 
We don't do installations as part of general support - somebody might offer to help you if you put a post in the General Support forums.

lmessino 09-08-12 11:18 AM

Re: Priority Support
 
I have a issue when i am update from 2.1.2 ver to 2.1.5
List the next issues :

1.- I don't see in my tab from project all my projects , actually i can't see anything.
2.- When i used the option my info crased my table task_sum and i can drop the table for worked again. Show the code error .

__________________________________________________ ____
ERROR: /services9/webpages/k/a/karismaresorts.net/public/dp2009/includes/db_adodb.php(67): Error executing:

INSERT INTO `tasks_sum`
SELECT task_project, COUNT(distinct tasks.task_id) AS total_tasks,
SUM(task_duration * task_percent_complete * IF(task_duration_type = 24, 8, task_duration_type))/
SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_percent_complete, SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_duration
FROM `tasks`
GROUP BY `task_project`

(Column count doesn't match value count at row 1)
Backtrace:
0 /services9/webpages/k/a/karismaresorts.net/public/dp2009/includes/db_adodb.php:67 dprint('/services9/webpages/k/a/karismaresorts.net/public/dp2009/includes/db_adodb.php',67,0,'Error executing:

INSERT INTO `tasks_sum`
SELECT task_project, COUNT(distinct tasks.task_id) AS total_tasks,
SUM(task_duration * task_percent_complete * IF(task_duration_type = 24, 8, task_duration_type))/
SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_percent_complete, SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_duration
FROM `tasks`
GROUP BY `task_project`

(Column count doesn\'t match value count at row 1)')
1 /services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php:161 db_exec('INSERT INTO `tasks_sum`
SELECT task_project, COUNT(distinct tasks.task_id) AS total_tasks,
SUM(task_duration * task_percent_complete * IF(task_duration_type = 24, 8, task_duration_type))/
SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_percent_complete, SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_duration
FROM `tasks`
GROUP BY `task_project`')
2 /services9/webpages/k/a/karismaresorts.net/public/dp2009/index.php:299 require('/services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php')
<\pre>

ERROR: /services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php(628): query failed(SELECT projects.project_id, project_status, project_color_identifier, project_name, project_description, project_duration,
project_start_date, project_end_date, project_color_identifier, project_company, company_name, company_description, project_status,
project_priority, tc.critical_task, tc.project_actual_end_date, tp.task_log_problem, ts.total_tasks, tsy.my_tasks,
ts.project_percent_complete, user_username FROM (`projects`) LEFT JOIN `companies` AS com ON projects.project_company = company_id LEFT JOIN `users` AS u ON projects.project_owner = u.user_id LEFT JOIN `tasks_critical` AS tc ON projects.project_id = tc.task_project LEFT JOIN `tasks_problems` AS tp ON projects.project_id = tp.task_project LEFT JOIN `tasks_sum` AS ts ON projects.project_id = ts.task_project LEFT JOIN `tasks_summy` AS tsy ON projects.project_id = tsy.task_project WHERE projects.project_company = '1' GROUP BY projects.project_id ORDER BY project_end_date asc) - error was: Unknown column 'ts.total_tasks' in 'field list'
Backtrace:
0 /services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php:628 dprint('/services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php',628,0,'query failed(SELECT projects.project_id, project_status, project_color_identifier, project_name, project_description, project_duration,
project_start_date, project_end_date, project_color_identifier, project_company, company_name, company_description, project_status,
project_priority, tc.critical_task, tc.project_actual_end_date, tp.task_log_problem, ts.total_tasks, tsy.my_tasks,
ts.project_percent_complete, user_username FROM (`projects`) LEFT JOIN `companies` AS com ON projects.project_company = company_id LEFT JOIN `users` AS u ON projects.project_owner = u.user_id LEFT JOIN `tasks_critical` AS tc ON projects.project_id = tc.task_project LEFT JOIN `tasks_problems` AS tp ON projects.project_id = tp.task_project LEFT JOIN `tasks_sum` AS ts ON projects.project_id = ts.task_project LEFT JOIN `tasks_summy` AS tsy ON projects.project_id = tsy.task_project WHERE projects.project_company = \'1\' GROUP BY projects.project_id ORDER BY project_end_date asc) - error was: Unknown column \'ts.total_tasks\' in \'field list\'')
1 /services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php:650 exec(2)
2 /services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php:259 loadList()
3 /services9/webpages/k/a/karismaresorts.net/public/dp2009/index.php:299 require('/services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php')
<\pre>
__________________________________________________ _______

3.- When i want to see the tickets section only see the firts 50 but a donīt have the next button or something help me view the others tickets ,and i can see only the firts tickets. And i want order by field don't working too.

4.- When i want active my opportunities module show me the next error
_____________________________________________
Warning
Help
Missing file. Possible Module "opportunities" missing!
______________________________________________

5.- When i go to main section for project i can see the company but i canīt switch for other companies.

I hope you assitant bucause i can see i have a lot problems.

TYSM for u time .

LM

Karen 14-08-12 12:53 PM

Re: Priority Support
 
Priority Support is a SPECIAL FORUM:

http://forums.dotproject.net/forumdisplay.php?f=3

Which automatically advises the dev team when a question is placed. If you don't ask in there you run the risk of us not knowing you've signed up for priority support.

cyberhorse 14-08-12 02:40 PM

Re: Priority Support
 
Hi LM,

Let's start by identifying how you got to the state you are in now.
You said you upgraded from 2.1.2 to 2.1.5, is that correct? Was the original 2.1.2 version a fresh install or a previous upgrade? What steps did you take during the upgrade (describe with as much detail as possible). Did you get any errors during the installation?

What are your PHP and MySQL versions?
Where did you get 2.1.5? Do you have a backup of the files and database that you upgraded from (2.1.2)? Did you overwrite all files without errors?

lmessino 15-08-12 05:54 AM

Re: Priority Support
 
I upgraded from 1.2.1 to 2.1.5 replacing the files and running the installation. During the installation I didn't get any error msg, I took the DB from the old version and made the config.php file.
When finished, I logged in the user and password I used to have; I checked my info and tasks, projects and users were correct also, the only problem is when I try to view the info details in last post. I did the upgrade because my hosting administrator run an upgrade of PHP ver 5.3 and I work over Msql 5.

Last Post Info

----------------------------------------------------------------------
1.- I don't see in my tab from project all my projects , actually i can't see anything.
2.- When i used the option my info crased my table task_sum and i can drop the table for worked again. Show the code error .

__________________________________________________ ____
ERROR: /services9/webpages/k/a/karismaresorts.net/public/dp2009/includes/db_adodb.php(67): Error executing:

INSERT INTO `tasks_sum`
SELECT task_project, COUNT(distinct tasks.task_id) AS total_tasks,
SUM(task_duration * task_percent_complete * IF(task_duration_type = 24, 8, task_duration_type))/
SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_percent_complete, SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_duration
FROM `tasks`
GROUP BY `task_project`

(Column count doesn't match value count at row 1)
Backtrace:
0 /services9/webpages/k/a/karismaresorts.net/public/dp2009/includes/db_adodb.php:67 dprint('/services9/webpages/k/a/karismaresorts.net/public/dp2009/includes/db_adodb.php',67,0,'Error executing:

INSERT INTO `tasks_sum`
SELECT task_project, COUNT(distinct tasks.task_id) AS total_tasks,
SUM(task_duration * task_percent_complete * IF(task_duration_type = 24, 8, task_duration_type))/
SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_percent_complete, SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_duration
FROM `tasks`
GROUP BY `task_project`

(Column count doesn\'t match value count at row 1)')
1 /services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php:161 db_exec('INSERT INTO `tasks_sum`
SELECT task_project, COUNT(distinct tasks.task_id) AS total_tasks,
SUM(task_duration * task_percent_complete * IF(task_duration_type = 24, 8, task_duration_type))/
SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_percent_complete, SUM(task_duration * IF(task_duration_type = 24, 8, task_duration_type)) AS project_duration
FROM `tasks`
GROUP BY `task_project`')
2 /services9/webpages/k/a/karismaresorts.net/public/dp2009/index.php:299 require('/services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php')
<\pre>

ERROR: /services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php(628): query failed(SELECT projects.project_id, project_status, project_color_identifier, project_name, project_description, project_duration,
project_start_date, project_end_date, project_color_identifier, project_company, company_name, company_description, project_status,
project_priority, tc.critical_task, tc.project_actual_end_date, tp.task_log_problem, ts.total_tasks, tsy.my_tasks,
ts.project_percent_complete, user_username FROM (`projects`) LEFT JOIN `companies` AS com ON projects.project_company = company_id LEFT JOIN `users` AS u ON projects.project_owner = u.user_id LEFT JOIN `tasks_critical` AS tc ON projects.project_id = tc.task_project LEFT JOIN `tasks_problems` AS tp ON projects.project_id = tp.task_project LEFT JOIN `tasks_sum` AS ts ON projects.project_id = ts.task_project LEFT JOIN `tasks_summy` AS tsy ON projects.project_id = tsy.task_project WHERE projects.project_company = '1' GROUP BY projects.project_id ORDER BY project_end_date asc) - error was: Unknown column 'ts.total_tasks' in 'field list'
Backtrace:
0 /services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php:628 dprint('/services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php',628,0,'query failed(SELECT projects.project_id, project_status, project_color_identifier, project_name, project_description, project_duration,
project_start_date, project_end_date, project_color_identifier, project_company, company_name, company_description, project_status,
project_priority, tc.critical_task, tc.project_actual_end_date, tp.task_log_problem, ts.total_tasks, tsy.my_tasks,
ts.project_percent_complete, user_username FROM (`projects`) LEFT JOIN `companies` AS com ON projects.project_company = company_id LEFT JOIN `users` AS u ON projects.project_owner = u.user_id LEFT JOIN `tasks_critical` AS tc ON projects.project_id = tc.task_project LEFT JOIN `tasks_problems` AS tp ON projects.project_id = tp.task_project LEFT JOIN `tasks_sum` AS ts ON projects.project_id = ts.task_project LEFT JOIN `tasks_summy` AS tsy ON projects.project_id = tsy.task_project WHERE projects.project_company = \'1\' GROUP BY projects.project_id ORDER BY project_end_date asc) - error was: Unknown column \'ts.total_tasks\' in \'field list\'')
1 /services9/webpages/k/a/karismaresorts.net/public/dp2009/classes/query.class.php:650 exec(2)
2 /services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php:259 loadList()
3 /services9/webpages/k/a/karismaresorts.net/public/dp2009/index.php:299 require('/services9/webpages/k/a/karismaresorts.net/public/dp2009/modules/projects/index.php')
<\pre>
__________________________________________________ _______

3.- When i want to see the tickets section only see the firts 50 but a donīt have the next button or something help me view the others tickets ,and i can see only the firts tickets. And i want order by field don't working too.

4.- When i want active my opportunities module show me the next error
_____________________________________________
Warning
Help
Missing file. Possible Module "opportunities" missing!
______________________________________________

5.- When i go to main section for project i can see the company but i canīt switch for other companies.

cyberhorse 15-08-12 02:11 PM

Re: Priority Support
 
I'll either need to ask you a lot more questions or a better option would be to organize a common time and access to the server to chat over the problem. Most things are usually easy fixes that I should be able to sort out for you within minutes.

What would be a good time for you? Bear in mind my timezone is Adelaide, Austrralia.

You can Private Message me your google talk/skype (or other) details and a time and we'll go from there.


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