Deleted tickets re-occur instead of new tickets from email

twonky

We had a server crash so I restored osticked from backups. The table ost_thread_entry and ost_thread_entry_email were corruped so I used an older backup just for these two tables. ost_thread_entry_email one day older and ost_thread_entry two days older then the main backup.

I'm using osticket 1.18.1.

My problem since then:
If I delete a ticket it re-occurs as a new ticket instead of a ticket created by email cron.
All EMails are deleted after an import from the mailbox.

I checked on database level:
If I delete a ticket the rows in ost_ticket, ost_thread and ost_thread_entry are deleted. In ost_thread_entry_email only the headers is set to NULL. And record in ost_thread_event is not deleted.

KevinTheJedi

twonky

I’m not fully understanding here. Can you provide further clarification and any helpful screenshots?

Cheers.

twonky

I already found the problem. I have php errors:

PHP Fatal error: Allowed memory size of 1073741824 bytes exhausted (tried to allocate 262144 bytes) in /var/www/html/include/class.orm.php on line 417
PHP Fatal error: Allowed memory size of 17179869184 bytes exhausted (tried to allocate 20480 bytes) in /var/www/html/include/class.filter_action.php on line 243

That leads to not delete email and a re-imported ticket.

The memory is not the problem, I tried with 64GB. I think there is an infinite loop or something.

A workaround for me was to disable all filter actions with reply-to.

KevinTheJedi

twonky

Seems your restored database has deeper issues. I would suggest restoring from a complete backup from before the crash. You can also check your MySQL error logs for any errors and your MySQL slow query logs for any long running queries. You can also try MySQL's ANALYZE TABLE, CHECK TABLE, REPAIR TABLE, and OPTIMIZE TABLE commands on all tables to see if that helps.

If all else fails then you should consult a DBA to see if there is anything further you can do to restore the database back to good standing.

Cheers.