Can't see tickets after upgrading from 1.16 to 1.18.

jbakhos

I've upgraded our OSTicket to 1.18.2 everything seems to go fine after updating the website files, upgrading to PHP 8.4 (ive also tried 8.1 and 8.2) and completing the upgrade via the wizard.

However when I start testing the system, I am unable to see any tickets. As seen below.

I've checked my PHP logs, MySQL logs and OSTicket system logs. All seem empty. I've read some other forum posts with similar sounding issues but dont seem to quite match. My queue table in MySQL is populated. I am able to access tickets directly with a link but it seems the ticket queues themselves arent loading. I've removed all plugins temporarily as well but no change. I've also tried upgrading to 1.17 instead and have the exact same issue.

I am happy to provide any further info that may help. Thank you.

KevinTheJedi

jbakhos

That typically means one of two things:

The system is endlessly waiting on a long running SQL query.
The system is encountering a fatal error.

You should enable MySQL slow query logs to see if there is a long running query. If so and I suspect there will be you’ll need to try this and/or optimize your MySQL/MariaDB instance and/or increase the resources on the server and dedicate more to the database server.

If it’s the latter issue then you should see a fatal error in your PHP error logs and or webserver logs. Depending on your host and setup you could have multiple error logs so make sure you check your PHP and webserver configurations to see if there are multiple logs to check.

Cheers.

jbakhos

Thank you Kevin, I am going to try and implement that "hack/fix" you recommended.

Just to ensure I am applying it correctly, I only need to complete the following?

Edit the file in the following directory, "include/class.orm.php", and add the lines 2629 through 2634?

I am not seeing any fatal errors in our PHP or web server logs.

KevinTheJedi

jbakhos

Correct, add those lines but without the + signs at the beginning of each line. Those + signs are a git thing basically showing you those lines were newly added.

Idk if you are using a shared host or running your own server but there could be multiple error log files depending on your configurations. Shared hosts with CPanel typically have an error log in the site directory and I’ve even seen some with additional error logs within subdirectories of the main site directory. You should also check your web server error logs as sometimes they bubble up to that level as well.

Other than that it’d be a slow query which you’d be able to identify by enabling your MySQL slow query logs.

Cheers.

jbakhos

Hi Kevin,

I was able to re-attempt the upgrade today however the hack/fix did not resolve the issue. I was however able to 100% identify a long running query in our MySQL env which confirms what you said above. I can send that log over shortly, just need our security team to allow me to upload it.

I assume this means I will need to optimize our MySQL server, I took a look at the link but most of the info seems to be more related to optimizing the queries over the server itself, could you maybe point me toward a specific chapter or section you recommend for this type of optimization?

Thank you.

KevinTheJedi

jbakhos

Sure:

https://dev.mysql.com/doc/refman/8.4/en/optimizing-server.html

Other than that it’s archiving (deleting) some data and/or increasing hardware (wether it be physical or virtual) + increasing resource usage for MySQL (as in configuring MySQL to use the newly added resources).

Cheers.