Unable to search users in the database, due to which new tickets generation or adding users in CC became impossible.

a month later

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details? (see Admin panel -> Dashboard -> Information)

I expect you to read the posting guidelines and follow them.
Since you haven't... you shouldn't expect anything from anyone else here.
Based your post, you are running an outdate and no longer supported version.

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