Error in Tasks

verdura

Hi all,

I have a problem regarding tasks in OSTickets. When created they stuck with the "wheel" turning - image 1

If I make refresh I can see that something was created:
But I cannot see it:
Thi is what I have in the DB:

The installation is as follow:

Thanks in advance!

KevinTheJedi

verdura

You need to check your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.

Cheers.

verdura

Thanks for the quick response!

In the server (shared site) I can't see nothing wrong. No error at the time. I'm going to try to contact the webserver company.
In the browser console indeed, I see an error:

What can I do?

KevinTheJedi

verdura

Yea you will need to look at your PHP error logs for a more detailed error.

Cheers.

verdura

Well, with the help of the webhosting company I found some errors:

[30-Aug-2023 15:55:27 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/ticketsc/public_html/include/class.orm.php:1364
Stack trace:
#0 /home/ticketsc/public_html/include/class.orm.php(606): QuerySet->one()
#1 /home/ticketsc/public_html/include/class.thread.php(3241): VerySimpleModel::lookup()
#2 /home/ticketsc/public_html/include/class.orm.php(381): ObjectThread::lookup()
#3 /home/ticketsc/public_html/include/class.orm.php(417): VerySimpleModel->get()
#4 /home/ticketsc/public_html/include/class.task.php(436): VerySimpleModel->__get()
#5 /home/ticketsc/public_html/include/staff/ticket-tasks.inc.php(98): Task->getThread()
#6 /home/ticketsc/public_html/include/ajax.tickets.php(1811): include('/home/ticketsc/...')
#7 /home/ticketsc/public_html/include/class.dispatcher.php(153): TicketsAjaxAPI->tasks()
#8 /home/ticketsc/public_html/include/class.dispatcher.php(40): UrlMatcher->dispatch()
#9 /home/ticketsc/public_html/include/class.dispatcher.php(122): Dispatcher->resolve()
#10 /home/ticketsc/public_html/include/class.dispatcher.php(40): UrlMatcher->dispatch()
#11 /home/ticketsc/public_html/scp/ajax.php(326): Dispatcher->resolve()
#12 {main}
thrown in /home/ticketsc/public_html/include/class.orm.php on line 1364

Been reading this: https://forum.osticket.com/d/97956-cant-see-ticket-content/14
and run the followinf queries:

SELECT
thread_entry_id,
COUNT(thread_entry_id)
FROM
ost_thread_entry_email
GROUP BY thread_entry_id
HAVING COUNT(thread_entry_id) > 1;

and

SELECT
thread_entry_id,
COUNT(thread_entry_id)
FROM
ost_thread_entry_email
GROUP BY thread_entry_id
HAVING COUNT(thread_entry_id) > 1;

But got no results...

What's your opinion?
Thanks

KevinTheJedi

verdura

It seems there is a duplicate _thread entry relating to the same Task object. You will need to track down the duplicate records and remove one. Select from _thread where object_type is A and object_id is the same.

Cheers.

verdura

I managed to delete all the duplicates.
But then when enter another task the behaviour is the same. Task with the loading stuck and another duplicate in the table...
Can I delete all the records in the table? What are the consequences?

Thanks for your kind help!

KevinTheJedi

verdura

No, the thread table is used for many objects, not just Tasks. If you delete all records in that table your Tickets would be broken as well.

You may be running an older version of MySQL that is not holding the index after restart. I would suggest repairing all tables and see if that helps. If not you'll probably have to set the auto_increment manually. Then I would look into upgrading MySQL to the latest.

Cheers.

verdura

I'll wil get back with the hosting company to see if they can help.
Just one quick question: that table allready has a field with auto increment set (the id field). I can't put another field with auto increment. Was that your sugestion?

verdura

I repaired the tabel and the problem stays the same.
The MySQL is allready in the last version

As we don't use taks much I decided to delete all records from thread table:

SELECT * FROM ost_thread WHERE object_type = "A"

And also delete all records from tasks table.
Try to insert several tasks and everything works fine now.

Thanks for your kind help!

KevinTheJedi

verdura

You don't add a new auto-increment you update the existing one to be 1 ahead of the last ID in the table.

Cheers.