[Raam Dev]

Hello,

I'm using the SOAP interface and I'm having trouble with getKnowledgeBaseCategories. The breadcrumb info returned is correct, but I never get a list of sub-categories -- the categories array is always empty! I've even tried setting 'categoryId' => '0', but I get the same result: an empty categories array.

Currently, my Knowledgebase category structure looks like this:

CODE

Knowledgebase
    Frequently Asked Questions (id = 1)
        Hardware
        Content Manager
        Program Manager
        Network Manager
    Internal Documentation

When I run this code:

CODE

$params = array('user' => $username,
                'password' => $password,
                'categoryId' => '1',
                );
$result = call('getKnowledgeBaseCategories', $params);

I get the following result:

CODE

Array
(
    [categories] => Array
        (
        )

    [breadcrumbs] => Array
        (
            [0] => Array
                (
                    [categoryid] => 1
                    [title] => Frequently Asked Questions
                )

        )

I should be getting a list of all the categories inside the Frequently Asked Questions category, but I'm not. I confirmed that I have articles in those categories, and the articles are published.

I found this post on known issues talking about libxml. However, what was posted is confusing and contradictory:

"Versions of PHP built against libxml 2.6.32 or later cause buggy behaviour"
...
"the only workaround is to recompile PHP against libxml 2.6.32 or earlier."

So, is libxml 2.6.32 and later no good, or is 2.6.32 and earlier OK? My PHP is compiled against libxml 2.6.32, so I'm just trying to figure out if that's good or bad. Also, if libxml 2.6.32 is in fact no good could it explain why my categories array is empty?

FYI, I'm running Kayako SupportSuite v3.50.06 STABLE.

[Andrew Gillard]

You're right, that was rather contradictory. I've changed that post now, to say that versions earlier than 2.6.32 are ok, because someone commented on the PHP bug report saying that 2.6.32 didn't work. So it looks like you could be affected by it.

I don't think that bug should affect the list of categories, though... As such, I don't really know why you wouldn't be getting a list of returned categories. Have you made sure that the standard Kayako front-end displays those categories?

[Raam Dev]

Have you made sure that the standard Kayako front-end displays those categories?

Yes, the Kayako front-end displays the categories just fine. It really makes no sense to me why the API isn't working. I looked over the code and everything looks like it should work fine. I guess my next step is to try the API class and see if that works, but I really need the SOAP interface as SupportSuite is hosted on a different domain than where I'm trying to display the Knowledgebase articles.

Do you know if anything has changed in SupportSuite v3.50.06 that might be causing this issue?