On ticket loading get PHP Fatal Error log

binaldave028

After upgrading V1.18.1 when i try to load ticket page from the agent panel. I am getting below PHP_Fatal error:

PHP 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, B2.subject AS cdata__subject, A1.isoverdue AS isoverdue, B3.name AS user__name, B2.priority AS cdata__priority, B4.firstname AS staff__firstname, B4.lastname AS staff__lastname, B5.name AS team__name, A1.team_id AS team_id, A2.id AS status__id, A1.created AS created, A1.isoverdue = '1' AS b/UbbBm, B2.priority REGEXP '\"?(?<![0-9])4(\"|,|$)' AS wD6Rq8G, 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 = 486 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(B4.firstname, B4.lastname, B5.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_department B0 ON (A4.object_type = 'D' AND A4.object_id = B0.id) LEFT JOIN ost_department B1 ON (A7.object_type = 'D' AND A7.object_id = B1.id) LEFT JOIN ost_ticket__cdata B2 ON (A1.ticket_id = B2.ticket_id) LEFT JOIN ost_user B3 ON (A1.user_id = B3.id) LEFT JOIN ost_staff B4 ON (A1.staff_id = B4.staff_id) LEFT JOIN ost_team B5 ON (A1.team_id = B5.team_id) LEFT JOIN ost_lock B6 ON (A1.lock_id = B6.lock_id) WHERE A1.isanswered = '1' AND NOT (A1.team_id = 0 AND A1.staff_id = 0) AND A1.isoverdue = '1' AND A2.state = 'open' AND ((A2.state = 'open' AND (A1.staff_id = 486 OR A5.staff_id = 486 OR A6.object_type = 'C' AND A8.staff_id = 486)) OR A1.dept_id IN (37, 93) OR B0.id IN (37, 93) OR A6.object_type = 'C' AND B1.id IN (37, 93)) AND (A1.ticket_pid IS NULL OR A1.flags & 8 != 0) GROUP BY A1.ticket_id ORDER BY A1.created DESC LIMIT 50 in C:\wamp64\www\ost\include\class.orm.php:3483
Stack trace:
#0 C:\wamp64\www\ost\include\class.orm.php(3529): MySqlExecutor->execute()
#1 C:\wamp64\www\ost\include\class.orm.php(2104): MySqlExecutor->getArray()
#2 C:\wamp64\www\ost\include\class.orm.php(2054): HashArrayIterator->{closure}()
#3 C:\wamp64\www\ost\include\class.orm.php(2033): CallbackSimpleIterator->next()
#4 C:\wamp64\www\ost\include\class.orm.php(2042): CallbackSimpleIterator->rewind()
#5 C:\wamp64\www\ost\include\class.orm.php(1713): CallbackSimpleIterator->valid()
#6 C:\wamp64\www\ost\include\class.orm.php(1723): CachedResultSet->fillTo(9223372036854775807)
#7 C:\wamp64\www\ost\include\class.orm.php(1739): CachedResultSet->asArray()
#8 C:\wamp64\www\ost\include\staff\templates\queue-tickets.tmpl.php(264): CachedResultSet->getIterator()
#9 C:\wamp64\www\ost\scp\tickets.php(569): require_once('C:\wamp64\www\o...')
#10 {main}
thrown in C:\wamp64\www\ost\include\class.orm.php on line 3483

Can you please help me on that? becuase of above error some of my agents are get broken html on ticket list

binaldave028

More info,

osTicket Version v1.18.1 (0375576)
Web Server Software Apache/2.4.46 (Win64) OpenSSL/1.1.1g PHP/8.2.13
MySQL Version 5.7.31
PHP Version 8.2.13

ntozier

Are you using a custom edited queue?

When you upgraded did you download the source files from the osTicket site?
https://osticket.com/download/

binaldave028

Yes I downloaded upgraded version from osTicket site.

and what you means by edited queue. I added column in system queue(Example: Assigned)

KevinTheJedi

binaldave028

Try this for me. Go to the following line in your code:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.forms.php#L2088

… and replace the whole line with the following:

            $val = '"*(?<![0-9])'.implode('("|,|$)|"*(?<![0-9])', array_keys($value)).'("|,|$)';

You will also need to go to the following line in your code:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.dynamic_forms.php#L1920

… and replace the whole line with:

            $val = '"*(?<![0-9])'.implode('("|,|$)|"*(?<![0-9])', array_keys($value)).'("|,|$)';

Note, you may need to restart the webserver and/or PHP-FPM to clear any file cache.

Once you’ve done all that retest and see if that resolves the issue. Please let us know the results.

Cheers.

binaldave028

Hello

As I checked in both files already have a same line as below

$val = '"(?<![0-9])'.implode('("|,|$)|"(?<![0-9])', array_keys($value)).'("|,|$)';

Thanks

KevinTheJedi

binaldave028

The lines I posted above are different than core. If you compare my line above vs yours you’ll see it’s different. Apply the changes as I suggested above and retest.

Cheers.