OS Ticket 1.18.1: Tickets Count Visible, But Cannot See Tickets Anywhere

bsanjay

Hi,
We're on 1.18.1 and we have hosted on AWS with RDS database.
We set it up around 20 days ago and we tested the installation - adding agents/tickets/departments, and everything worked well.
We don't do any activity and for 20 days and come back to the hosted helpdesk and here's what's wrong:

The tickets don't appear anywhere - cannot see any ticket anywhere, by any admin or agent. Read other answers and tried various things like giving access to all departments, adding user to teams, etc. We can see the "count" of tickets in various places such as the users tab or the agent dashboard, but cannot see tickets listed anywhere, here's the user's view:

As you can see it says "Showing 1-5 of 5" but doesn't list any tickets.

Here's what we've tried so far:

Gave the agent "all access" on all departments.
Ensured that "all access" means all permissions.
Everything is checked on the permissions tab for the agent.
Added the agent on the only team that's available.
From the Agents>Departments>(default department)>Access tab checked every agent has "all access".

tldr: Was able to operate OSTicket 1.18.1 normally around 20 days ago, revisited now, not able to see tickets listed anywhere from any user/agent/admin.

Any help is appreciated, thanks.

bsanjay

Upon accessing the basics tickets listing URL https://helpdesk.ppfas.in/scp/tickets.php?queue=1 I get this entry logged in the error.log file:

[Tue Nov 19 11:02:19.759875 2024] [php:error] [pid 235683] [client 172.69.87.194:25178] PHP Fatal error: Uncaught InconsistentModelException: Unable to prepare query: Unknown column 'B4.subject' in 'field list' SELECT A1.numberASnumber, A1.ticket_idASticket_id, A1.sourceASsource, A1.lastupdateASlastupdate, B4.subjectAScdatasubject, A1.isoverdueASisoverdue, B6.nameASusername, B4.priorityAScdatapriority, B7.firstnameASstafffirstname, B7.lastnameASstafflastname, B8.nameASteamname, A1.team_idASteam_id, A1.isanswered= '0' AS2GkBZxz, (SELECT COUNT(R0.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_entryR0 ON (Q7.id= R0.thread_id) WHERE Q8.ticket_id= A1.ticket_idAND NOT R0.flags& 4 != 0) AS _thread_count, (SELECT COUNT(R1.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_entryR0 ON (Q7.id= R0.thread_id) LEFT JOINost_attachmentR1 ON (R1.type= 'H' AND R0.id= R1.object_id) WHERE Q8.ticket_id= A1.ticket_idAND R1.inline= 0) AS _att_count, C0.expire> NOW() AND NOT C0.staff_id= 1 AS_locked, (SELECT COUNT(R0.id) AScountFROMost_threadQ7 JOINost_ticketQ8 ON (Q7.object_type= 'T' AND Q7.object_id= Q8.ticket_id) LEFT JOINost_thread_collaboratorR0 ON (Q7.id= R0.thread_id) WHERE Q8.ticket_id= A1.ticket_id) AS _collabs, COALESCE(B7.firstname, B7.lastname, B8.name, 'zzz') ASassigneeFROMost_ticketA1 JOINost_ticket_statusA2 ON (A1.status_id= A2.id) LEFT JOINost_threadA3 ON (A3.object_type= 'T' AND A1.ticket_id= A3.object_id) LEFT JOINost_thread_referralA4 ON (A3.id= A4.thread_id) LEFT JOINost_staffA5 ON (A4.object_type= 'S' AND A4.object_id= A5.staff_id) LEFT JOINost_threadA6 ON (A1.ticket_id= A6.object_idAND A6.object_type= 'C') LEFT JOINost_thread_referralA7 ON (A6.id= A7.thread_id) LEFT JOINost_staffA8 ON (A7.object_type= 'S' AND A7.object_id= A8.staff_id) LEFT JOINost_teamB0 ON (A4.object_type= 'E' AND A4.object_id= B0.team_id) LEFT JOINost_teamB1 ON (A7.object_type= 'E' AND A7.object_id= B1.team_id) LEFT JOINost_departmentB2 ON (A4.object_type= 'D' AND A4.object_id= B2.id) LEFT JOINost_departmentB3 ON (A7.object_type= 'D' AND A7.object_id= B3.id) LEFT JOINost_ticket__cdataB4 ON (A1.ticket_id= B4.ticket_id) LEFT JOINost_ticket_priorityB5 ON (B4.priority= B5.priority_id) LEFT JOINost_userB6 ON (A1.user_id= B6.id) LEFT JOINost_staffB7 ON (A1.staff_id= B7.staff_id) LEFT JOINost_teamB8 ON (A1.team_id= B8.team_id) LEFT JOINost_lockC0 ON (A1.lock_id= C0.lock_id) WHERE A2.state= 'open' AND ((A2.state= 'open' AND (A1.staff_id= 1 OR A5.staff_id= 1 OR A6.object_type= 'C' AND A8.staff_id= 1 OR A1.team_idIN (1) OR B0.team_idIN (1) OR A6.object_type= 'C' AND B1.team_idIN (1))) OR A1.dept_idIN (1, 2, 3, 4, 5, 6) OR B2.idIN (1, 2, 3, 4, 5, 6) OR A6.object_type= 'C' AND B3.idIN (1, 2, 3, 4, 5, 6)) AND (A1.ticket_pidIS NULL OR A1.flags& 8 != 0) GROUP BY A1.ticket_idORDER BY B5.priority_urgencyASC, A1.lastupdateDESC LIMIT 25 in /var/www/html/include/class.orm.php:3483\nStack trace:\n#0 /var/www/html/include/class.orm.php(3529): MySqlExecutor->execute()\n#1 /var/www/html/include/class.orm.php(2104): MySqlExecutor->getArray()\n#2 /var/www/html/include/class.orm.php(2054): HashArrayIterator->{closure}()\n#3 /var/www/html/include/class.orm.php(2033): CallbackSimpleIterator->next()\n#4 /var/www/html/include/class.orm.php(2042): CallbackSimpleIterator->rewind()\n#5 /var/www/html/include/class.orm.php(1713): CallbackSimpleIterator->valid()\n#6 /var/www/html/include/class.orm.php(1723): CachedResultSet->fillTo()\n#7 /var/www/html/include/class.orm.php(1739): CachedResultSet->asArray()\n#8 /var/www/html/include/staff/templates/queue-tickets.tmpl.php(258): CachedResultSet->getIterator()\n#9 /var/www/html/scp/tickets.php(569): require_once('...')\n#10 {main}\n thrown in /var/www/html/include/class.orm.php on line 3483, referer: https://helpdesk.ppfas.in/scp/tickets.php?queue=5

KevinTheJedi

bsanjay

Ensure the Issue Summary field is on the Ticket Details Form with the Variable name of subject, drop the _ticket__cdata table in the db, and run cron manually until the table is recreated and fully repopulated with data. It gets repopulated in batches so run it until the data stops being entered in the table.

Cheers.

bsanjay

Worked, thanks KevinTheJedi