Tickets are automatically deleted upon creation

jfried

When a new ticket is created either manually or on mail fetch it states in the header that it was deleted on 12/27/2022 at the current time by 1 of my techs. So if I create a ticket now on 1/2 it states in the ticket it was deleted a week ago.
. If the ticket was retrieved on email pick up the email body is missing. This seems to just have started occurring without any changes to the software or hosting environment.

KevinTheJedi

jfried

It sounds like you are having issues where some records didn’t get deleted properly and/or the ID increments reset in the database and it is now reusing old IDs and is matching older records that weren’t deleted. You will need to go in and fix the ID increments in the database and/or go in and delete the old records in the database. There are guides online that explain how to fix the ID increments in MySQL and below is a link to our ERDs that show how tables relate to each other:

https://docs.osticket.com/en/latest/Developer%20Documentation/Database%20ERDs.html

I will say that this was an issue with MySQL pre-8.0 and they fixed it in 8.0 (after 14 years - first reported in 2003 😅). Essentially the increments weren’t saved on disk rather in memory so if the server restarted/crashed/etc. somehow then the increments would be reset. In 8.0 and after they now save to disk so that they are persisted. You can read more here:

https://dba.stackexchange.com/questions/80564/mysql-autoincrement-counter-resetting-after-server-restart

Cheers.

jfried

Thanks, I will look into that. Strangely enough I can resolve the problem by toggling mail fetch off then back on.

jfried

Max thread id was 3444 in the thread event table. Max id in the thread table was 3410. Increased the id in the thread table to 3500 to get things back on track.