Discuss: [IMPORTANT] Help Desk, Billing System Changes

[Neil]

Mark,
Thankfully Paul A was around and when I gave the last attempt with the concierge it, for the first time actually worked and we got Pass 62 pop working again.

However, your comment is interesting about modernbill as, we tried the old support credentials. the billing (modernbill) ones and a couple of others but none of them worked.

I did the send my password bit but which login do you need? well actually, the one which worked was the old support one not the billing one so again more confusion to the customers?

The original message was created Thu, 11 Mar 2010 06:43:30 -0500 (11:43 local) but actually hit the box 08:17:57 -500 (13:18 local.)
However, the one Paul A did internally to reset arrived much quicker - helpdesk ticket 10540 to the same account on the same machine.

Now please bear in mind over the years I have not hassled much and I will say I have have had very little trouble (apart from upgrades where people forget anyone outside the US may want access to a machine...:-)) so, if I post it is usually for good reason.

[Mark]

well actually, the one which worked was the old support one not the billing one so again more confusion to the customers?

The data that was copied was from the billing system (modernbill). At no time was any data copied from the old support system (kayako). So the login would have been exactly the same as your modernbill login. Why it didn't work for you, I have no idea. Modernbill stores the password as an md5 hash and in plain text. So your account username would have been whatever e-mail address was associated with your modernbill account. And your account password would have been whatever I was able to pull from the plain text password field in modernbill's database. It is possible that the hashed and plain text password fields were out of sync with each other. That's the only way I could think of the password not working for you