Several customers are redirected to internal OBAS Trouble Ticket System despite Kayako setup.
When they go
CP > Help and Support > Trouble Tickets internal OBAS Trouble Ticket System is displayed.
Top > Account Director > Support Manager > Setup External HelpDesk Integration is selected.
Such behavior was classified as the software issue PBAS-30315 and was fixed in OBAS 4.5.7 release.
To resolve the issue, please upgrade to 4.5.7 as described in How to upgrade OBAS system to the latest available version.
Workaround for 4.5.6
If upgrade is not an option for you, there is a hotfix for 4.5.6 version. To install it, please download 64-bit hotfix or 32-bit hotfix depending on your OS and install it by running the commands below.
For 64-bit OS:
# rpm -Uvh hspc-cp-ts-4.5.6-36.swsoft.x86_64.rpm # service hspcd restart
For 32-bit OS:
# rpm -Uvh hspc-cp-ts-4.5.6-36.swsoft.i386.rpm # service hspcd restart
Warning: Restart of the hspcd service will cause OBAS downtime for about 10-60 seconds.