Tickets page buttons not working and tab displaying incorrectly

garretth

Hello, I am trying to fix our osTicket server, we are on version 1.17.5 and we are running osTicket on Ubuntu. On our Tickets page, the buttons for Change Status, Assign, Merge, Link. Transfer, and Delete do not work. When any of them are clicked or when clicking the drop down button on Change Status or Assign nothing happens at all. Same thing happens when clicking on the buttons in individual tickets, the buttons do not work. Also the Open, My Tickets, Closed, Search, and New Ticket tabs at the top are displaying improperly as well. I will attach pictures.

KevinTheJedi

garretth

Most common cause is the system waiting on a long running query, etc. Enable MySQL slow query logs and see what queries take a long time. If you have long running queries then you need to look at the recommended steps in this post.

Other than that it could be that the page is broken (for some reason) so the HTML is borked or there is a fatal error being logged in your webserver/php error logs.

Cheers.

garretth

KevinTheJedi Just checked the slow query logs, nothing in there.

KevinTheJedi

garretth

Then you need to check your various error logs for related errors.

Cheers.

garretth

No errors in the PHP/Apache2 logs either.

KevinTheJedi

garretth

Check the Console and the Network tabs via the browser's developer tools.

Cheers.

garretth

I have these errors:

KevinTheJedi

garretth

You are getting forbidden error for files in /js and /css directories. You need to contact your server admin and/or hosting provider to see what's blocking them. Either permissions/ownerships on the folder/files on the server or something like SELinux or maybe custom webserver rules, etc.

Cheers.

garretth

Thank you for the guidance, got it fixed!

bzielinski

Hi Garretth and all,

I'm running into the same with 1.17.5 on Windows Server 2019 with MySQL 5.7...what was the culprit? All seem to resolve once I get out of the Open queue but as soon as I go to the Open queue I see nothing. Can see tickets in all subqueues.

bzielinski

bzielinski
This is what I get when I enable bootstrap errors

"Fatal error: Uncaught InconsistentModelException: Unable to prepare query: Got error 'repetition-operator operand invalid' from regexp 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, B6.name AS user__name, B4.priority AS cdata__priority, B7.firstname AS staff__firstname, B7.lastname AS staff__lastname, B8.name AS team__name, A1.team_id AS team_id, B4.priority REGEXP '\"?(?<![0-9])3(\"|,|$)|\"?(?<![0-9])4(\"|,|$)' AS s5ovbjX, 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, C0.expire > NOW() AND NOT C0.staff_id = 2 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, COALESCE(B7.firstname, B7.lastname, B8.name, 'zzz') AS assignee 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_ticket_priority B5 ON (B4.priority = B5.priority_id) LEFT JOIN ost_user B6 ON (A1.user_id = B6.id) LEFT JOIN ost_staff B7 ON (A1.staff_id = B7.staff_id) LEFT JOIN ost_team B8 ON (A1.team_id = B8.team_id) LEFT JOIN ost_lock C0 ON (A1.lock_id = C0.lock_id) WHERE A2.state = 'open' AND ((A2.state = 'open' AND (A1.staff_id = 2 OR A5.staff_id = 2 OR A6.object_type = 'C' AND A8.staff_id = 2 OR A1.team_id IN (1, 2) OR B0.team_id IN (1, 2) OR A6.object_type = 'C' AND B1.team_id IN (1, 2))) OR A1.dept_id IN (1, 4, 5, 6) OR B2.id IN (1, 4, 5, 6) OR A6.object_type = 'C' AND B3.id IN (1, 4, 5, 6)) AND (A1.ticket_pid IS NULL OR A1.flags & 8 != 0) GROUP BY A1.ticket_id ORDER BY B5.priority_urgency ASC, A1.lastupdate DESC LIMIT 25 in C:\inetpub\wwwroot\include\class.orm.php:3483 Stack trace: #0 C:\inetpub\wwwroot\include\class.orm.php(3529): MySqlExecutor->execute() #1 C:\inetpub\wwwroot\include\class.orm.php(2104): MySqlExecutor->getArray() #2 C:\inetpub\wwwroot\include\class.orm.php(2054): HashArrayIterator->{closure}() #3 C:\inetpub\wwwroot\include\class.orm.php(2033): CallbackSimpleIterator->next() #4 C:\inetpub\wwwroot\include\class.orm.php(2042): CallbackSimpleIterator->rewind() #5 C:\inetpub\wwwroot\include\class.orm.php(1713): CallbackSimpleIterator->valid() #6 C:\inetpub\wwwroot\include\class.orm.php(1723): CachedResultSet->fillTo() #7 C:\inetpub\wwwroot\include\class.orm.php(1739): CachedResultSet->asArray() #8 C:\inetpub\wwwroot\include\staff\templates\queue-tickets.tmpl.php(258): CachedResultSet->getIterator() #9 C:\inetpub\wwwroot\scp\tickets.php(569): require_once('...') #10 {main} thrown in C:\inetpub\wwwroot\include\class.orm.php on line 3483"

ntozier

@bzielinski please dont hijack someone else's thread.
Please start your own thread and include your environment details.
A description of the problem that you are having, and any errors.

bzielinski

Apologies but not sure how I did anything wrong but ok...OP had same issue but didn't clarify what he found to resolve...I just asked for clarification and expanded with a little additional information. OP welcome to close ticket.