No Email Thread and showing Deleted by Staff Name

eangellano

osTicket (v1.15.2)
I have two problems with our OSticket.

Threads are not showing in the ticket, When the customer replied, no message was appended. The ticket doesn't have the field where I can put our update.
Tickets are showing deleted by staff name.

In relation to pointer 2, we have a lot of test tickets and I have deleted everything. When I perform a test earlier, it is automatically deleted but still showing on the ticket.

Please help

eangellano

Other tickets don't have any thread or logs as well. Please see below:

eangellano

The issue started when we use the merge function.

ramrajone

eangellano
If you use the merge and it shows your ticket deleted, check the related ticket, most likely you will see your deleted ticket

There are two options, based on your option, your ticket may be deleted after the merge or move to child tasks to the parent ticket

You can find more details here:
https://docs.osticket.com/en/latest/Features/Ticket%20Merge%20&%20Link.html?highlight=merge

eangellano

Negative, I can still see the ticket. Same issue happened with a new ticket where it is not merged.

eangellano

The ticket below is new and no content is showing.

eangellano

I just created a ticket and it shows deleted already

eangellano

Reviewed my logs and I have this ticket number which is not yet created.

ramrajone

eangellano
That seems very strange, can you check the Agent Eric A. to see if there is any kind of rule, or maybe disable temporary that Agent to see if that stops from deleting

KevinTheJedi

@eangellano

When you "deleted" tickets it looks like it wasn't done properly as there are lingering thread_events from previous tickets. You will need to do some work on your install. You will need to delete old/unused events as well as deleting old/unused thread/thread_entry records. I also bet you are using MySQL 5.X as there is an issue with versions previous to 8.x where auto_index is not saved on disk, only in memory. So if the db was ever restarted the auto_index is reset and ergo your system is reusing old IDs which it should never do. I highly suggest upgrading to MySQL 8.x.

Cheers.

alcero

KevinTheJedi
I am having same issue
any chance you can help?

scottr

Did you manage to fix the 'deleted by......' issue? I'm having the same problem and am unsure how to fix it 🙁

alcero

I am having the same issue as well
Any fix?

KevinTheJedi

alcero

Read my last response.

Cheers.

alcero

KevinTheJedi
I am using siteground hosting
If I upgrade the DB, will it have other side-effects?

KevinTheJedi

alcero

I don’t know what you mean by that. If you upgrade you will still have this issue as the issue is with records in the database, not a bug in the code.

Cheers.

alcero

KevinTheJedi
ok, so whats the best way to fix this?

KevinTheJedi

alcero

Please read my previous comment:

When you "deleted" tickets it looks like it wasn't done properly as there are lingering thread_events from previous tickets. You will need to do some work on your install. You will need to delete old/unused events as well as deleting old/unused thread/thread_entry records. I also bet you are using MySQL 5.X as there is an issue with versions previous to 8.x where auto_index is not saved on disk, only in memory. So if the db was ever restarted the auto_index is reset and ergo your system is reusing old IDs which it should never do. I highly suggest upgrading to MySQL 8.x.

Cheers.

alcero

KevinTheJedi
Can you do that for us?
Do you offer the service?

Thanks

KevinTheJedi

alcero

You can contact us via the Contact Us form on our website and ask for a CSA contract.

Cheers.