We have a user who is unable to access the ticketing system. They receive an HTTP ERROR 500. When I try to pull up the user under the User Directory, I also receive an HTTP ERROR 500. I'm thinking it's a database issue? Anyone have any suggestions on what I can do in order to debug?
Note: Other users are not impacted by this, only this one specific user.

  • KevinTheJedi replied to this.

  • I resolved the issue, it was because there were two entries for the same user_id under ost_user_account. I purged the new entry, set the passwd field to null, set a username, and set the backend to match the other working ones (in my case ldap.client). Now it's working as expected.

    Edit: Here's a quick way to find these duplicates in your SQL:
    SELECT * FROM osticket.ost_user_account GROUP BY user_id HAVING COUNT(user_id) > 1

    rblake

    You need to check your error logs for related errors. 500 is super generic and hints at deeper issues.

    Cheers.

      I resolved the issue, it was because there were two entries for the same user_id under ost_user_account. I purged the new entry, set the passwd field to null, set a username, and set the backend to match the other working ones (in my case ldap.client). Now it's working as expected.

      Edit: Here's a quick way to find these duplicates in your SQL:
      SELECT * FROM osticket.ost_user_account GROUP BY user_id HAVING COUNT(user_id) > 1

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