PHP Fatal error: Uncaught InconsistentModelException

iamsumesh

osticket log files are filled with "PHP Fatal error: Uncaught InconsistentModelException" and Tickets are not listing for the agents.

==> osticket_error.log <== [Tue Aug 22 16:25:54.245326 2023] [php:error] [pid 12156] [client 192.168.1.15:42380] PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: SELECT A1.numberASnumber, A1.ticket_idASticket_id, A1.sourceASsource, A1.lastupdateASlastupdate, B2.subjectAScdatasubject, A1.isoverdueASisoverdue, B3.nameASusername, B2.priorityAScdatapriority, B4.firstnameASstafffirstname, B4.lastnameASstafflastname, B5.nameASteamname, A1.team_idASteam_id, A1.isanswered= '0' AS2GkBZxz, (SELECT COUNT(R0.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_entryR0 ON (Q7.id= R0.thread_id) WHERE Q8.ticket_id= A1.ticket_idAND NOT R0.flags& 4 != 0) AS _thread_count, (SELECT COUNT(R1.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_entryR0 ON (Q7.id= R0.thread_id) LEFT JOINost_attachmentR1 ON (R1.type= 'H' AND R0.id= R1.object_id) WHERE Q8.ticket_id= A1.ticket_idAND R1.inline= 0) AS _att_count, B6.expire> NOW() AND NOT B6.staff_id= 1 AS_locked, (SELECT COUNT(R0.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_collaboratorR0 ON (Q7.id= R0.thread_id) WHERE Q8.ticket_id= A1.ticket_id) AS _collabs, COALESCE(B4.firstname, B4.lastname, B5.name, 'zzz') ASassigneeFROMost_ticketA1 JOINost_ticket_statusA2 ON (A1.status_id= A2.id) LEFT JOINost_threadA3 ON (A3.object_type= 'T' AND A1.ticket_id= A3.object_id) LEFT JOINost_thread_referralA4 ON (A3.id= A4.thread_id) LEFT JOINost_staffA5 ON (A4.object_type= 'S' AND A4.object_id= A5.staff_id) LEFT JOINost_threadA6 ON (A1.ticket_id= A6.object_idAND A6.object_type= 'C') LEFT JOINost_thread_referralA7 ON (A6.id= A7.thread_id) LEFT JOINost_staffA8 ON (A7.object_type= 'S' AND A7.object_id= A8.staff_id) LEFT JOINost_departmentB0 ON (A4.object_type= 'D' AND A4.object_id= B0.id) LEFT JOINost_departmentB1 ON (A7.object_type= 'D' AND A7.object_id= B1.id) LEFT JOINost_ticket__cdataB2 ON (A1.ticket_id= B2.ticket_id) LEFT JOINost_userB3 ON (A1.user_id= B3.id) LEFT JOINost_staffB4 ON (A1.staff_id= B4.staff_id) LEFT JOINost_teamB5 ON (A1.team_id= B5.team_id) LEFT JOINost_lockB6 ON (A1.lock_id= B6.lock_id) WHERE A2.state= 'open' AND A2.state= 'open' AND A1.isanswered= '0' AND ((A2.state= 'open' AND (A1.staff_id= 1 OR A5.staff_id= 1 OR A6.object_type= 'C' AND A8.staff_id= 1)) OR A1.dept_idIN (1, 2, 3, 5) OR B0.idIN (1, 2, 3, 5) OR A6.object_type= 'C' AND B1.idIN (1, 2, 3, 5)) AND (A1.ticket_pidIS NULL OR A1.flags& 8 != 0) GROUP BY A1.ticket_idORDER BY A1.est_duedate` DESC LIMIT 25 in /var/www/html/osticket/upload/include/class.orm.php:3483\nStack trace:\n#0 /var/www/html/osticket/upload/include/class.orm.php(3529): MySqlExecutor->execute()\n#1 /var/www/html/osticket/upload/include/class.orm.php(2104): MySqlExecutor->getArray()\n#2 /var/www/html/osticket/upload/include/class.orm.php(2054): HashArrayIterator->{closure}()\n#3 /var/www/html/osticket/upload/include/class.orm.php(2033): CallbackSimpleIterator->next()\n#4 /var/www/html/osticket/upload/include/class.orm.php(2042): CallbackSimpleIterator->rewind()\n#5 /var/www/html/osticket/upload/include/class.orm.php(1713): CallbackSimpleIterator->valid()\n#6 /var/www/html/osticket/upload/include/class.orm.php(1723): CachedResultSet->fillTo()\n#7 /var/www/html/osticket/upload/include/class.orm.php(1739): CachedResultSet->asArray()\n#8 /var/www/html/osticket/upload/include/staff/templates/queue-tickets.tmpl.php(258): CachedResultSet->getIterator()\n#9 /var/www/html/osticket/upload/scp/tickets.php(569): require_once('...')\n#10 {main}\n thrown in /var/www/html/osticket/upload/include/class.orm.php on line 3483, referer: https://ticket.test.com/scp/profile.php

`
Server details are as follows

osTicket Version v1.18 (724de45) — Up to date
Web Server Software Apache/2.4.52 (Ubuntu)
MySQL Version 10.6.12 ( 10.6.12-MariaDB-0ubuntu0.22.04.1 Ubuntu 22.04)
PHP Version 8.1.2-1ubuntu2.13

When executing above query on mariadb terminal, it shows
ERROR 1054 (42S22): Unknown column 'B0.subject' in 'field list'

I assumes, this issue started after enabling the plugin to store the attachments in file system (not sure). we disabled and deleted the plugin, still issue persists. Others changes are

added new list in the form ( now reverted the changes)
Disabled Avathar.

The osticket instance is new and there no much tickets on this. Please suggest steps to resolve this issue.

KevinTheJedi

iamsumesh

Restart the server and PHP-FOM if you are running it and retest. If the issue still persists you may need to delete any custom queues and reconfigure them.

Cheers.

iamsumesh

KevinTheJedi

It solved after re-creating the custom fields on the Forms. Thanks for the help.

John_65

[Sat Jun 22 20:42:57.671072 2024] [php:error] [pid 996] [client 192.168.150.1:46908] PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: Unknown column 'B4.subject' in 'field list' SELECT A1.number AS number, A1.ticket_id AS ticket_id, A1.source AS source, A1.lastupdate AS lastupdate, B4.subject AS cdata__subject, A1.isoverdue AS isoverdue, B5.name AS user__name, B4.priority AS cdata__priority, A1.topic_id AS topic_id, A1.isanswered = '0' AS 2GkBZxz, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id AND NOT R0.flags & 4 != 0) AS _thread_count, (SELECT COUNT(R1.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_entry R0 ON (Q7.id = R0.thread_id) LEFT JOIN ost_attachment R1 ON (R1.type = 'H' AND R0.id = R1.object_id) WHERE Q8.ticket_id = A1.ticket_id AND R1.inline = 0) AS _att_count, B6.expire > NOW() AND NOT B6.staff_id = 1 AS _locked, (SELECT COUNT(R0.id) AS count FROM ost_thread Q7 JOIN ost_ticket Q8 ON (Q7.object_type = 'T' AND Q7.object_id = Q8.ticket_id) LEFT JOIN ost_thread_collaborator R0 ON (Q7.id = R0.thread_id) WHERE Q8.ticket_id = A1.ticket_id) AS _collabs FROM ost_ticket A1 JOIN ost_ticket_status A2 ON (A1.status_id = A2.id) LEFT JOIN ost_thread A3 ON (A3.object_type = 'T' AND A1.ticket_id = A3.object_id) LEFT JOIN ost_thread_referral A4 ON (A3.id = A4.thread_id) LEFT JOIN ost_staff A5 ON (A4.object_type = 'S' AND A4.object_id = A5.staff_id) LEFT JOIN ost_thread A6 ON (A1.ticket_id = A6.object_id AND A6.object_type = 'C') LEFT JOIN ost_thread_referral A7 ON (A6.id = A7.thread_id) LEFT JOIN ost_staff A8 ON (A7.object_type = 'S' AND A7.object_id = A8.staff_id) LEFT JOIN ost_team B0 ON (A4.object_type = 'E' AND A4.object_id = B0.team_id) LEFT JOIN ost_team B1 ON (A7.object_type = 'E' AND A7.object_id = B1.team_id) LEFT JOIN ost_department B2 ON (A4.object_type = 'D' AND A4.object_id = B2.id) LEFT JOIN ost_department B3 ON (A7.object_type = 'D' AND A7.object_id = B3.id) LEFT JOIN ost_ticket__cdata B4 ON (A1.ticket_id = B4.ticket_id) LEFT JOIN ost_user B5 ON (A1.user_id = B5.id) LEFT JOIN ost_lock B6 ON (A1.lock_id = B6.lock_id) WHERE (A1.team_id IN (1, 2, 3) OR A1.staff_id IN (1)) AND A2.state = 'open' AND (A1.team_id IN (1, 2, 3) OR A1.staff_id IN (1)) AND A2.state = 'open' AND A1.staff_id IN (1) AND ((A2.state = 'open' AND (A1.staff_id = 1 OR A5.staff_id = 1 OR A6.object_type = 'C' AND A8.staff_id = 1 OR A1.team_id IN (1, 2, 3) OR B0.team_id IN (1, 2, 3) OR A6.object_type = 'C' AND B1.team_id IN (1, 2, 3))) OR A1.dept_id IN (1, 4) OR B2.id IN (1, 4) OR A6.object_type = 'C' AND B3.id IN (1, 4)) AND (A1.ticket_pid IS NULL OR A1.flags & 8 != 0) GROUP BY A1.ticket_id ORDER BY A1.created DESC LIMIT 25 in /var/www/html/upload/include/class.orm.php:3483\nStack trace:\n#0 /var/www/html/upload/include/class.orm.php(3529): MySqlExecutor->execute()\n#1 /var/www/html/upload/include/class.orm.php(2104): MySqlExecutor->getArray()\n#2 /var/www/html/upload/include/class.orm.php(2054): HashArrayIterator->{closure}()\n#3 /var/www/html/upload/include/class.orm.php(2033): CallbackSimpleIterator->next()\n#4 /var/www/html/upload/include/class.orm.php(2042): CallbackSimpleIterator->rewind()\n#5 /var/www/html/upload/include/class.orm.php(1713): CallbackSimpleIterator->valid()\n#6 /var/www/html/upload/include/class.orm.php(1723): CachedResultSet->fillTo()\n#7 /var/www/html/upload/include/class.orm.php(1739): CachedResultSet->asArray()\n#8 /var/www/html/upload/include/staff/templates/queue-tickets.tmpl.php(258): CachedResultSet->getIterator()\n#9 /var/www/html/upload/scp/tickets.php(569): require_once('...')\n#10 {main}\n thrown in /var/www/html/upload/include/class.orm.php on line 3483, referer:
https://support.<domain>.com/scp/tickets.php

John_65

KevinTheJedi

John_65

Check your _ticket__cdata table in the db and confirm it has a column called subject. If not (which it doesn’t appear you do according to the error) then drop the table and run cron a bunch of times until the table is recreated and fully repopulated with data. Depending on how much data you have it could take quite a few cron runs so just monitor the number of records in that table and run cron until it stops. Or just compare it with the count of _ticket records.

Cheers.

KevinTheJedi

John_65

You also need to upgrade to v1.18.1 to make sure you aren’t running into an old bug that’s already been addressed.

Cheers.

bsanjay

I'm on v1.18.1 and the InconsistentModelException: Unable to prepare query: Unknown column 'B4.subject' in 'field list' bug still exists, as a result I don't see any tickets.

The temporary fix is dropping the ost_ticket__cdata table and then running cron manually, but every now and then it re-occurs and the pattern is, the UI of the queue selection buttons breaks with it. Image attached.

KevinTheJedi

bsanjay

You will need to see what’s causing that. You should have an Issue Summary field on the Ticket Details form with a Variable of “subject”. If you have that you should have no issues. The problem would only occur if someone removed the field, removed the variable, or something along those lines.

Cheers.

bsanjay

Thanks KevinTheJedi, I couldn't figure out what's causing this bug, but the workaround you mentioned of dropping the ost_ticket__cdata table and running cron worked perfectly when the error was for the subject column, i.e. the Unknown column 'B4.subject' error.

Now, again I've run into the same issue with no tickets displaying, but the error is Unknown column 'B7.field_44' or sometimes its B6.field_44, and the dropping table and running cron solution does not work. I would like to find the cause of it, and possibly fix it, the thing that I was experimenting with when this new error came was I was creating a custom queue to display tickets data in a certain way, it was working good, but soon this popped up, I have even deleted that custom queue and dropped cdata table and re-run the cron, but no luck, don't know how to get the tickets to show up now, any help would be good.

Sidenote, this is my configuration:

KevinTheJedi

bsanjay

Well for one you didn’t read the requirements and installed an unsupported PHP version. Downgrade to PHP 8.2, install all the suggested extensions listed in the dashboard page, restart the web server, and retest.

Cheers.

bsanjay

Thanks @KevinTheJedi
I downgraded to 8.2, installed all extensions listed, restarted web-server, dropped ost_ticket__cdata table, ran cron, but sadly still getting the same - can't see any tickets, can only see ticket counts.

KevinTheJedi

bsanjay

What’s it saying.

Cheers.

bdeguire

Hi,
I've recreated the same problem on version 1.18.1.
The problem happens when I modified the normal ticket form (ID = 2) and added 2 new fields at the same time.
At that point, the column "subject" in "ticket__cdata" is renamed to "field_20".
Hope this helps!

KevinTheJedi

bdeguire

You'll need to post a lot of information. A screenshot of Admin Panel > Dashboard > Information. A screenshot or paste of the error you are receiving. A screenshot of your Ticket Details Form. Any other information you feel would be helpful.

Cheers.

bdeguire

KevinTheJedi
Hi KevinTheJedi,
Yes, sorry about that. Here is the screenshot and the error.

40207 FastCGI sent in stderr: "PHP message: PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: Unknown column 'B4.subject' in 'field list' SELECT A1.numberASnumber, A1.ticket_idASticket_id, A1.sourceASsource, A1.lastupdateASlastupdate, B4.subjectAScdatasubject, A1.isoverdueASisoverdue, B6.nameASusername, B4.priorityAScdatapriority, B7.firstnameASstafffirstname, B7.lastnameASstafflastname, B8.nameASteamname, A1.team_idASteam_id, A1.isanswered= '0' AS2GkBZxz, (SELECT COUNT(R0.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_entryR0 ON (Q7.id= R0.thread_id) WHERE Q8.ticket_id= A1.ticket_idAND NOT R0.flags& 4 != 0) AS _thread_count, (SELECT COUNT(R1.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_entryR0 ON" while reading upstream

The resulting behaviour is the same as @bsanjay dated Dec 13 2024: https://forum.osticket.com/d/103665-php-fatal-error-uncaught-inconsistentmodelexception/8

Let me know if you have any more questions.

KevinTheJedi

bdeguire

I still need:

A screenshot of your Ticket Details Form.

Cheers.

bdeguire

KevinTheJedi

Sure, here you go. As a reminder, the problem occurs right after I add 2 fields at the same time : no error occurs if they are added one at a time.

KevinTheJedi

bdeguire

That is very odd as you have the Issue Summary field with variable of subject. So, try dropping the table in the db manually then running cron a bunch of times until it’s fully recreated and repopulated with data. It will take multiple cron runs to fully repopulate. Just keep running until data stops being added to the _ticket__cdata table.

The only other thing I can think of is the fact you have a language pack installed. It could be something was incorrectly translated and is now causing issues. We have new language pack builds coming soon and I’ve already gone in and corrected all known issues with all languages. So if the issue is with the language pack it should be resolved with the next builds.

Cheers.

bdeguire

KevinTheJedi

Hi,

In this short video, you can see the bug happening: inserting 1 field is fine, but 2 causes the bug.

osticketbug2.mp4

758kB

Another note: I've dropped the table and ran the CRON, and it recreated the table correctly! So it seems to be related with the form posting in some way...

Hope this helps!