Ajax error in console

pbe

We have noticed that for some employees an error message appears in the browser console. If one is in a ticket and writes something and waits a bit, the collision check appears. If you then continue writing without clicking the renew button, the following appears in the browser console
POST https://snip/osTicket/scp/ajax.php/lock/60574/ticket/5931/renew 404 (Not Found)

If you are in a ticket and go back to the ticket overview, the following appears in the browser console
POST https://snip/osTicket/scp/ajax.php/lock/60572/release 404 (Not Found)

It doesn't matter if you are using Safari or Edge. From time to time we have the problem that attachments are not sent correctly. They are displayed as attached when creating the ticket, but after sending the reply, the file attachment is no longer there.

It doesn't seem to be a general problem, because it doesn't happen to all employees. Other Ajax functions such as the completion of customer details or help topics work fine.

We are using the current release from 1.17.3

KevinTheJedi

pbe

You might be having timezone issues or maybe URL rewrite issues. It’s saying it can’t find the lock it created which is odd. Try triggering the lock again and verify that the record actually exists in the _lock table in the database.

Cheers.

pbe

Hey KevinTheJedi thanks for your feedback.

We have tested it. The entry is correct in the _lock table, when the lock expires, it is deleted from the table. If the employee continues to write, the error occurs - this seems conclusive to me, since there is nothing to renew. We also have the problem that sometimes file attachments are not saved correctly, can that have something to do with it? Shouldn't it be possible to "catch" this?

The employees get the hint that the lock expires, yes. But do they have to actively click on the renewal instead of just writing? Because if they continue writing normally after the lock and have not clicked on the renew button, it still works. Apparently then but with problems that the file attachments are not correctly saved and sent. Can that be?

KevinTheJedi

pbe

When you type and stop it should save a new lock/draft. I can’t replicate this but I will keep trying.

Cheers.

KevinTheJedi

pbe

Have you tried adjusting the lock expiration? Admin Panel > Settings > System

Cheers.

pbe

KevinTheJedi When you type and stop it should save a new lock/draft. I can’t replicate this but I will keep trying.

Thanks, I tested that again.

I view a ticket and in the lock table is a new entry with expire value (time) 17:44.
If I continue writing before 17:44, the entry in the lock table is updated and is now at 17:46.
If I now leave the ticket open without any action, the lock entry is no longer in the table at 17:47 - the lock has expired.
If I continue writing now, the console shows

Failed to load resource: the server responded with a status of 404 (Not Found) https://snip/osTicket/scp/ajax.php/lock/60619/ticket/5650/renew

In the table is now a new entry with a different value in the column code.

KevinTheJedi Have you tried adjusting the lock expiration? Admin Panel > Settings > System

Thank you. Yes, I will test this and increase the value to 30 minutes and test whether the employees cope better with it and the errors no longer occur, especially with the file attachments.

KevinTheJedi

pbe

Thank you, that’s better information to go off of. I will try to replicate this. It may be intended behavior but we’ll see.

Cheers.