Correspondence Entry missing after Merge

TPE

We have 3 examples of merging a ticket, where the source ticket was properly deleted as expected, but the target ticket doesn't present the merged correspondence. Also, the target ticket HTML appears malformed, because the normal UI is missing from the bottom of the page.

KevinTheJedi

TPE

Something is failing. Check your error logs.

Cheers.

TPE

The only errors are in the PHP log, and are instances identical to this (see below)
Notice there are no errors reported in the osTicket Log.

[27-Feb-2023 20:27:00 UTC] PHP Fatal error: Uncaught ObjectNotUnique: One object was expected; however multiple objects in the database matched the query. In fact, there are 2 matching objects. in /home/[domain]/public_html/service/include/class.orm.php:1364
Stack trace:
#0 /home/[domain]/public_html/service/include/class.orm.php(606): QuerySet->one()
#1 /home/[domain]/public_html/service/include/class.orm.php(381): VerySimpleModel::lookup(Array)
#2 /home/[domain]/public_html/service/include/class.orm.php(417): VerySimpleModel->get('email_info', NULL)
#3 /home/[domain]/public_html/service/include/class.thread.php(1122): VerySimpleModel->__get('email_info')
#4 /home/[domain]/public_html/service/include/class.thread_actions.php(29): ThreadEntry->getEmailHeader()
#5 /home/[domain]/public_html/service/include/class.thread.php(1839): TEA_ShowEmailRecipients->isVisible()
#6 /home/[domain]/public_html/service/include/class.thread.php(1850): ThreadEntry->getActions()
#7 /home/[domain]/public_html/service/include/staff/templates/thread-entry.tmpl.php(27): ThreadEntry->hasActions()
#8 /home/[domain]/public_html/service/include/staff/templates/thread-entries.tmpl.php(58): include('/home/[domain]/...')
#9 /home/[domain]/public_html/service/include/class.thread.php(415): include('/home/[domain]/...')
#10 /home/[domain]/public_html/service/include/staff/ticket-view.inc.php(777): Thread->render(Array, Array)
#11 /home/[domain]/public_html/service/scp/tickets.php(569): require_once('/home/[domain]/...')
#12 {main}
thrown in /home/[domain]/public_html/service/include/class.orm.php on line 1364

KevinTheJedi

TPE

That’s a fatal PHP error that will not be logged in osTicket logs. From the error you have duplicate records in the database; specifically the Thread Entry table. You can do a lookup in the database to find the duplicate records and delete the erroneous record(s).

Cheers.

TPE

Can you tell us exactly which table to scan for duplicate IDs, and which column contains the ID?

This seems to happen with some frequency. Is there a way to avoid or prevent this?

Thank you

TonyO

The thread entry table is (prefix)thread_entry. If your table prefix is ost, for example, then look for ost_thread_entry.
There's also a thread entry table for merged tickets named (prefix)thread_entry_merge.
In both tables the primary id field which must be unique is named id.

TPE

I used the following query on both tables. Neither appears to have duplicate values in the ID column

KevinTheJedi

TPE

It's expecting 1 result but gets multiple results. So this can really be due to any criteria not necessarily limited to the id. I believe your specific issue is there are multiple thread_entry_email records that match a single thread_entry record (by thread_entry_id).

Cheers.