Queue not respecting filter

catwalk6004

I can't seem to figure out what I'm doing wrong here. I feel like my custom filters are not being respected, and I have recreated them a couple times now.

Running on v1.18 (724de45) via Docker, up to date.

These tickets show up under "Closed > Invoiced" despite one of them not having an invoice number.

And then my view "Closed > Ready to Bill" does not show the same expected ticket, either.

This is not limited to these 3 tickets. The invoice # and hours spent custom fields are not being properly filtered, as far as I can tell.

Any ideas?

KevinTheJedi

catwalk6004

Are these old tickets or new ones? This was an old bug that should be resolved now.

Cheers.

catwalk6004

KevinTheJedi

It's a brand-new fresh install, out of the box. New everything!

KevinTheJedi

catwalk6004

When you look at the _form_entry_values records for this Ticket what does the Invoice # field value show?

Cheers.

catwalk6004

KevinTheJedi

Using this one:

Hours Spent: scp/tickets.php?id=13#tickets/13/field/37/edit
Invoice #: scp/tickets.php?id=13#tickets/13/field/36/edit

KevinTheJedi

catwalk6004

Okay, that’s correct. Do you have these changes included in your codebase?

https://github.com/osTicket/osTicket/pull/6427

Cheers.

catwalk6004

KevinTheJedi

Yep.

KevinTheJedi

catwalk6004

Then that’s even weirder..

Are you using the "Docker osTicket box" (osTicket/osTicket)? Or did you manually install osTicket yourself on a server that just so happened to be built with Docker?

Cheers.

catwalk6004

KevinTheJedi

I thought maybe I managed to break something in my install, so I setup another brand new environment with the same fields and the same filter view:

Same problem:

catwalk6004

The osticket/osticket image says it's three years old, so I didn't use it.

I built the environment myself with a basic web (Caddy) server, a php 8.2-fpm container, and then extracted the "upload" folder from the osTicket 1.8 zip (from public download page) into "/app". Installation worked without a hitch, and it has been rock solid except for this issue.
My compose.yml:

My Dockerfile for PHP container:

KevinTheJedi

catwalk6004

Okay we’ll have to look further into it then.

Cheers.

KevinTheJedi

catwalk6004

What type of field is Invoice #?

Cheers.

catwalk6004

KevinTheJedi Okay we’ll have to look further into it then.

Ok thanks! Is there a GitHub issue to track, or just watch this thread?

catwalk6004

KevinTheJedi

Both are setup as Short Answer:

KevinTheJedi

catwalk6004

If you make your own Queue (not one that inherits) do you still get the same issue?

Cheers.

catwalk6004

KevinTheJedi

Yep same issue.

catwalk6004

FYI

@KevinTheJedi

Same issue exists on v1.17.4, in yet another fresh testing environment.

catwalk6004

Is there a fix for this planned, at all?
Honestly the platform has really diminished usefulness for us, without custom fields working properly.

KevinTheJedi

catwalk6004

I'll have to see if I can replicate the issue and if so then I'll be able to debug. It's on our todo list.

Cheers.

KevinTheJedi

catwalk6004

Was able to replicate this. The issue is due to a security patch implemented not too long ago. You will need to do a couple of things. First, you will need to apply this patch:

diff --git a/include/mysqli.php b/include/mysqli.php
index 5e4a0417..460e0665 100644
--- a/include/mysqli.php
+++ b/include/mysqli.php
@@ -304,7 +304,7 @@ function db_real_escape($val, $quote=false) {
     //Magic quotes crap is taken care of in main.inc.php
     $val=$__db->real_escape_string($val);
 
-    return ($quote)?"'$val'":$val;
+    return ($quote && !empty($val))?"'$val'":$val;
 }
 
 function db_input($var, $quote=true) {

Then you will need to either:

Drop the _ticket__cdata table and run cron manually until the table is fully repopulated with data (easiest method).
You can write an SQL query to update the _ticket__cdata table where if column_name = '' then update to NULL. (eg. UPDATE ost_ticket__cdata SET column_name = NULL WHERE column_name = '';) You must replace column_name with the Invoice # Field's Variable Name.

Once you do this all previous Tickets should work right and then new Tickets should too.

Cheers.