Unable to delete/assign tickets

acunnane

We have a fresh installation of osTicket, and are unable to delete or assign tickets. The page produces a 500 error. Checking the Apache logs shows

"Uncaught Error: Call to a member function delete() on null in /var/www/html/support/include/class.ticket.php:3634"

The system info is as follows:

Ubuntu 20.04
Apache 2.4.52
PHP 8.1.3
osTicket 1.16.1

All permissions have been set up correctly. Any ideas?

Thanks!

KevinTheJedi

@acunnane

Please read the requirements before installing. v1.16.1 requires PHP 8.0.

Cheers.

acunnane

KevinTheJedi

Given that I've now downgraded to PHP 8.0, do you have any ideas why we're getting these errors?

Thanks

acunnane

I thought it was at least PHP 8.0. I guess I'll try downgrading PHP, then.

Thanks.

acunnane

Downgraded PHP to 8.0, and ticket delete still doesn't work properly:

[Wed Mar 16 10:15:30.875715 2022] [proxy_fcgi:error] [pid 153708] [client 54.228.194.245:60859] AH01071: Got error 'PHP message: PHP Fatal error: Uncaught Error: Call to a member function delete() on null in /var/www/html/support/include/class.ticket.php:3634\nStack trace:\n#0 /var/www/html/support/include/ajax.tickets.php(1238): Ticket->delete()\n#1 /var/www/html/support/include/class.dispatcher.php(145): TicketsAjaxAPI->massProcess()\n#2 /var/www/html/support/include/class.dispatcher.php(38): UrlMatcher->dispatch()\n#3 /var/www/html/support/include/class.dispatcher.php(120): Dispatcher->resolve()\n#4 /var/www/html/support/include/class.dispatcher.php(38): UrlMatcher->dispatch()\n#5 /var/www/html/support/scp/ajax.php(316): Dispatcher->resolve()\n#6 {main}\n thrown in /var/www/html/support/include/class.ticket.php on line 3634', referer: http://3.249.211.53/support/scp/index.php

acunnane

Assigning a ticket to a user produces the following in the Apache log:

[Wed Mar 16 12:47:55.770827 2022] [proxy_fcgi:error] [pid 153708] [client 54.228.194.245:50996] AH01071: Got error 'PHP message: PHP Fatal error: Uncaught Error: Call to a member function getReferral() on null in /var/www/html/support/include/class.ticket.php:2648\nStack trace:\n#0 /var/www/html/support/include/class.ticket.php(2877): Ticket->hasReferral()\n#1 /var/www/html/support/include/ajax.tickets.php(790): Ticket->assign()\n#2 /var/www/html/support/include/class.dispatcher.php(145): TicketsAjaxAPI->assign()\n#3 /var/www/html/support/include/class.dispatcher.php(38): UrlMatcher->dispatch()\n#4 /var/www/html/support/include/class.dispatcher.php(120): Dispatcher->resolve()\n#5 /var/www/html/support/include/class.dispatcher.php(38): UrlMatcher->dispatch()\n#6 /var/www/html/support/scp/ajax.php(316): Dispatcher->resolve()\n#7 {main}\n thrown in /var/www/html/support/include/class.ticket.php on line 2648', referer: http://3.249.211.53/support/scp/tickets.php?id=268

acunnane

As far as I can make out, any ticket actions hang and spark a 500 error.

Ubuntu 20.04
Apache 2.4.53
PHP 8.0.16
osTicket 1.16.1

KevinTheJedi

acunnane

Try applying the latest patches and see if that resolves it:

Cheers.

acunnane

KevinTheJedi

Thanks for that - I installed using FTP, rather than git cloning. Can I just grab the files and upload them over my current installation?

Thanks

masino_sinaga

I have been using osTicket v1.16.1 with Wampserver 3.2.6 64bit with PHP v8.0.13 and MySQL v5.7.36, and I can successfully assign a ticket to an agent.

KevinTheJedi

acunnane

Yes just make a backup of the current files first just in case. Also, in order to apply the patches I mentioned above you can either make the changes manually or download the changed files (from the Files tab in the pull request) and replace them on your server.

Cheers.

acunnane

@KevinTheJedi

Sadly, this didn't work. I'm still getting screen hanging, and 500 errors. At this point, I'm thinking I might as well go back to the beginning and install from scratch. This is probably my 6th or 7th attempt; maybe it'll work!

Error log:
[Tue Mar 22 14:39:00.693587 2022] [proxy_fcgi:error] [pid 311577] [client xx.xx.xx.xx:59325] AH01071: Got error 'PHP message: PHP Fatal error: Uncaught Error: Call to a member function getId() on null in /var/www/html/support/include/staff/templates/ticket-preview.tmpl.php:183\nStack trace:\n#0 /var/www/html/support/include/ajax.tickets.php(248): include()\n#1 /var/www/html/support/include/class.dispatcher.php(145): TicketsAjaxAPI->previewTicket()\n#2 /var/www/html/support/include/class.dispatcher.php(38): UrlMatcher->dispatch()\n#3 /var/www/html/support/include/class.dispatcher.php(120): Dispatcher->resolve()\n#4 /var/www/html/support/include/class.dispatcher.php(38): UrlMatcher->dispatch()\n#5 /var/www/html/support/scp/ajax.php(316): Dispatcher->resolve()\n#6 {main}\n thrown in /var/www/html/support/include/staff/templates/ticket-preview.tmpl.php on line 183', referer: http://xx.xx.xx.xx/support/scp/index.php

Thanks anyway!

KevinTheJedi

@acunnane

Do a new install and retest. I have a feeling something went awry when you had PHP 8.1 installed.

Cheers.

masino_sinaga

I tried use PHP 8.1.x for osTicket v1.16.1 but it does not work. Some error deprecated shown up. So I downgrade my PHP to v8.0 and everything seems back to normal again.

ntozier

Yeah, osTicket does not support PHP 8.1 yet.

acunnane

Fresh install worked like a charm! Some fettling left to do, but it seems to be running fine.

Thanks for the assistance!

Alan