Hi,

We appear to have a database issue here are the symptoms

When accessing or searching for some tickets, we are being redirected to the our host website. By example, our Ositcket is hosted at : mybusiness.com/ostic when the issue happens, the agent is redirected to mybusiness.com

It happens in the following cases :

  1. Posting a reply using attachmements and or canned responses
  2. Opening or seaching for specific keywork or ticket number
  3. Performing anytype of "Advanced search"

When the issue happens, there is a 2-3 second load time and it redirects directly to the host website. No error messsage, nothing visible in the Logs.

Server Information
osTicket Version v1.14.1 (f1e9e88) — v1.14.8 is available
Web Server Software Apache
MySQL Version 10.6.20
PHP Version 7.4.33

Space Used 1418.93 MiB
Space for Attachments 1376.52 MiB

We are considering upgrading to the latest version, but I accept any other recommendations.
Thanks

    francisl

    Unfortunately, you are using an old unsupported version of osTicket. In order for us to assist you need to upgrade to v1.17.6 or v1.18.2 (recommended). Keep in mind that this would also require you to upgrade PHP, etc. Also, if you have any installed Plugins you must download and replace the plugins first before running the upgrader.

    Cheers.

      Thanks Kevin, I backuped the site and SQL. We will run the upgrader soon and report back if required.

      16 days later

      Hi,

      I just updated OS Ticket to the latest version. Issue is still present. It now pops a white error page saying:
      There has been a critical error on this website.

      Learn more about troubleshooting WordPress.

      Here is my site info below

      Server Information
      osTicket Version v1.18.2 (53339df) — Up to date
      Web Server Software Apache
      MySQL Version 10.6.21
      PHP Version 8.1.31
      PHP Extensions
      gdlib Used for image manipulation and PDF printing
      iconv Useful for email processing
      imap Useful for email processing
      ctype Required for email fetching
      xml XML API
      xml-dom Used for HTML email processing
      json Improves performance creating and processing JSON
      mbstring Highly recommended for non western european language content
      phar Highly recommended for plugins and language packs
      intl Highly recommended for non western european language content
      fileinfo Used to detect file types for uploads
      zip Used for ticket and task exporting
      APCu Improves overall performance
      Zend Opcache Improves overall performance
      PHP Settings
      cgi.fix_pathinfo "1" is recommended if AJAX is not working
      date.timezone America/Montreal
      Database Information and Usage

      Space Used 1419.94 MiB
      Space for Attachments 1376.52 MiB
      Timezone EST (Interpreted as America/New_York)

      Please note that OsTicket is hosted on the same server as our Website that uses Wordpress. Could it be conflicting with it somehow?

        francisl

        1. 1.18.x requires at least PHP 8.2. You need to upgrade PHP and retest.
        2. You need to check all possible logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.

        Cheers.

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