Searches broken after v1.10 -> v1.17.6 upgrade

averma

Issue Summary: Advanced Search Not Filtering by User ID After Upgrade

After upgrading osTicket from v1.10 to v1.17.6, we observed that advanced search and adhoc queues are returning all tickets, regardless of the logged-in user or applied filters.

Upon investigation, we found that:

The user_idfield is not included in the Ticket::getSearchableFields() list.
As a result, when user_idis present in the queue criteria (e.g., for filtering tickets belonging to a specific user), it is silently ignored, and the filter is not applied.
This leads to unexpected behavior where all tickets are shown, even in contexts where filtering by the current user is expected.

Also, the search results page has missing "From" column values. They are populated when I go to the Open queue page

KevinTheJedi

averma

v1.17.6 brought on the new requirement of PHP 8.2-8.4 (8.4 recommended). You are using PHP 8.1 which is no longer supported so upgrade PHP first and reattempt to see if that resolves the issue.
The column issues are likely due to the upgrade. While rare, it can happen where the Primary and/or Secondary Data Sources are cleared. Go check all columns on all queues to ensure the Primary and/or Secondary Data Sources are correctly set.
Idk what you mean by the whole getSearchableFields() thing. You need to provide further clarification.

Cheers.

averma

Thank you for the help @KevinTheJedi.

I’ve upgraded PHP to 8.4, but the issue still persists. Initially, I noticed that the Primary Data Source was cleared across all queues. To address this, I reconfigured the missing columns under the "Open" queue, and they correctly propagated to the other queues.

However, the issue appears to be specific to the search endpoint:
scp/tickets.php?a=search&status=open&uid=555&_pjax=%23pjax-container
This endpoint returns all tickets, ignoring both uid and status parameters. It seems like the filtering criteria are not being respected during the search.

I dont have these many open tickets for uid = 555

Regarding the getSearchableFields() method (located in class.ticket.php, around line 2286 in v1.17.6) — I am guessing this function determines which fields are available for constructing search queries and filters within the queue system. In our case, we observed that fields like user_id and status are not included in the returned list, which means they are not factored into the SQL query generated for advanced searches or adhoc queues. This is likely why filters based on these fields are not being applied as expected after the upgrade.

This is the Open Queue - From column populated and the number of open tickets as expected.

KevinTheJedi

averma

Show me your search criteria.

Cheers.

averma

Through this page

So clicking "290 Closed Tickets" should bring up the 290 closed tickets for the user but it pulls everything

KevinTheJedi

averma

Are you certain the user is not part of some of those Tickets as a Collaborator?

Also, are you certain there are more than 290 records being shown or are you just relying on the page numbers and "of about" number at the bottom? If so, that's incorrect for searches at this time. To get the true cont you should go through the pages and see what page the records stop on. Then you can use your "Records Per Page" setting in your profile to calculate how many records are actually being shown.

Cheers.

averma

Yes, I am sure that the user is not collaborator or linked to those tickets in any other form. Also confirming the no of tickets - this user has just 3 closed and the list shows

and it pull up more than 3 tickets (75 in total, stops at page 3 with 25 records/page)

KevinTheJedi

averma

Well then I simply think something went wrong during the install or something is wrong with your code files. I would recommend completely backing up your current site directory, moving everything out of it, upload a latest download from our website, upload the new code files, copy over your include/ost-config.php file, and retesting. If you still have the issue then I would recommend reattempting the upgrade.

Cheers.

KevinTheJedi

averma

Also, when you click one of those options the Search Criteria should look like the below (the below example is when clicking the Closed Tickets option):

Cheers.

averma

Thanks Kevin. I will try it out.

averma

Here is something it doesnt looks like the filters/criteria is there

KevinTheJedi

averma

Yea then something definitely went wrong during the upgrade or the files are messed up somehow. However, I mostly suspect database issues from an incomplete/borked upgrade.

Cheers.