Subject Disappearing in View - Ticket Details Applied Twice

merridale-sam

I recently migrated one of our departments to OS Ticket and the transition has been smooth overall. However, I've encountered an issue where the Subject line disappears from the ticket view.

After some investigation, I realised that the Ticket Details seem to be applied twice. I suspect this might be due to the tickets being processed twice when they are raised via email. Initially, I had the email fetching frequency set to one minute, but I’ve changed it to five minutes to see if that resolves the issue.

Has anyone experienced something similar or have any suggestions on what might be causing this? I’m quite puzzled and could use some guidance.

merridale-sam

KevinTheJedi

merridale-sam

No, this is a deeper issue. So basically it sounds like maybe the database records are messed up. Can you share a screenshot of the records in the _form and _form_field table?

Cheers.

merridale-sam

KevinTheJedi

Thank you for you prompt response, please see the screenshots below

If this is the case what would have caused the issue to occur in the first place.

KevinTheJedi

merridale-sam

Oof okay so seems even deeper as there are no duplicate form/field records. This means there is likely lingering records in the db or the db reset the cardinality/index so it’s reusing old IDs. Check for the ticket_id in the ticket table for an example ticket, go to the form_entry table, look for where object_id equals the ticket_id, and see if there are any duplicate records here with the same form_id. If not then grab the entry’s id for your ticket form (form_id of 2), go to the form_entry_values table, lookup where entry_id equals the entry’s ID, and see if you see any duplicate records for the same field.

Cheers.

merridale-sam

This was self inflicted, I cleared down the tables before going live but I didn't consider the relationships between the tables and didn't clear down the tables mentioned.

Thank you for your help 🙂