Symptoms
Test connection to Kayako fails:
[XMLPacket] Packet is empty
On kayako server in /var/log/httpd/[kayako_server_name]-access_log the following error appears:
PHP Fatal error: require_once(): Failed opening required '__swift/swift.php' (include_path='.:/usr/share/pear:/usr/share/php') in /var/www/html/__swift/kayakofusion.php on line 298
Cause
kayakofusion.php and swift.php are located in the same directory.
Resolution
Move the kayakofusion.php one directory above swift.php. The documentation for PBA 5.5 is to be corrected accordingly (documentation bug #PBA-56215).