Ticket replies showing (empty) on 1.17.7: Page 2

Ticket replies showing (empty) on 1.17.7

DrMichaD

KevinTheJedi
I cannot reproduce the problem in the current configuration.
Should I use the htmlawed file from version 1.18.3 again and try to reproduce the problem?

KevinTheJedi

DrMichaD

Yea, then post the EXACT raw HTML content causing the issue so I can replicate.

Cheers.

DrMichaD

KevinTheJedi
Well, it seems that PHP version 8.5 was indeed responsible for this and that I didn't replace everything when I changed to version 8.4.16. Now, with the complete original files from osticket 1.18.3 and using PHP 8.4.16 and restarting the web server and php-fpm, I can no longer reproduce the original problem after many tests and now also in the production environment. Thanks for the help ;-)

KevinTheJedi

DrMichaD

NICE!! That's great news! Glad you got it working. Now on to figuring out what's going on with the others in this thread. Thanks for the time, testing, and most importantly the confirmation.

Cheers.

DrMichaD

KevinTheJedi
Hello,
Unfortunately, the problem has just occurred again.
Below you will find the HTML content in the attachment.

ticket-183128.zip

18kB

I created a new ticket for a customer myself and added another customer in CC.
Then I pasted his text from an email and wrote a reply myself with a small image.
I marked the ticket as “resolved” at the bottom before sending it.
Then the ticket was sent and closed.
When I opened the closed ticket, my reply text only said (empty), and I had to paste the previously copied reply into a new reply, which was then sent and saved correctly.
What else can I do to solve the problem?
Thank you and best regards

So, it happened again:
This time, I created a new ticket with an email address that had not yet been entered. I have the feeling that it has to do with the time at which the text is written. As soon as a longer text is created, which takes a correspondingly long time to write, the ticket only shows (empty) after saving (assumption).
I only made entries in the first text field, again with a small image. I left the second lower text field for the agent's response blank. When the ticket was opened, only the text (empty) was displayed. Inserting the same copied content was then successfully saved.
Below you will find the HTML content in the attachment.

ticket-928005.zip

17kB

KevinTheJedi

DrMichaD

Post the raw content within this forum. I do not use 3rd party links.

Cheers.

DrMichaD

KevinTheJedi
Since the (empty) error continued to occur sporadically (sometimes even multiple times within a single ticket), I took the file include\htmLawed.php from version 1.17.3 and overwritten the 1.18.3 file with it. Since restarting the web server and php-cgi.exe, the error has not occurred again today on a whole series of tickets on two different systems.

ITMike1896

Hello,
we have had the same problems with "(empty)" posts after updating to v1.18.3 (from 1.18.1 and 1.18.2 systems) using PHP 8.4.17 running Windows Server 2019/IIS/FastCGI.
Replacing the "htmLawed.php" in 1.18.3 with the one from 1.18.2 seemed to have led to stable posts without "(empty)" issues. I'm still observing and getting feedback from the different teams using the system.
The assumption DrMichaD had about the time passing between opening the answer dialog, writing the content and sending it seems pretty interesting.
But maybe also the localization/language could be an issue? Seeing the links DrMichaD posted for the raw code, it’s possible German (de.phar) language is used in OSticket. We do use the German localization on our site.
...just a thought.

br
Mike

DrMichaD

ITMike1896
Hello,
After transferring the original data from osticket 1.18.3 again and eliminating all PHP errors, everything seems to be running smoothly with PHP 8.4.16 and the error is no longer reproducible. I have made at least 20 attempts to create new tickets and respond to tickets, sometimes with processing or input pauses of approximately 15 minutes. My tickets are locked for 15 minutes. I waited for them to be unlocked, locked the ticket again by entering further information, and then sent it. No problems.
So maybe it really was just PHP version 8.5.1 that was to blame and the PHP errors that I have now fixed in version 8.4.16.
I will report back if the (empty) error reappears.

KevinTheJedi

DrMichaD

I've asked this a few times but post the exact raw content here causing empty bodies. I know you posted links but as I said I don't use 3rd party links.

Cheers.

DrMichaD

KevinTheJedi
I uploaded the files at the top of my post and replaced the external links.

KevinTheJedi

DrMichaD

Wait...is that an export of the Ticket page itself or only the content you are attempting to send in the reply? I need just the raw content you are attempting to send.

Cheers.

DrMichaD

KevinTheJedi
Okay, sorry, then I don't understand.
I always sent normal text, in German with umlauts and with the German language pack installed.
In some cases, I simply sent times in the format “12:34 Uhr” in German in my tests.
If I am supposed to send other content, I need a little guidance or assistance.

KevinTheJedi

DrMichaD

...I'm not german so I need the raw content you are using..

Cheers.

DrMichaD

KevinTheJedi
Content 1:
Test:
Ticket eröffnet: 12:10 Uhr
weiter bearbeitet: 12:16 Uhr
Ticket abgesendet: 12:27 Uhr

The result was: (empty)
Resending the content directly (after copying it first) was successful.

Content 2:
Test:
Ticket eröffnet: 15:18 Uhr
weiter bearbeitet: 15:26 Uhr
Ticket abgesendet: 15:46 Uhr

The result was: (empty)
Resending the content directly (after copying it first) was successful.

Content 3:
Just typing wildly on the keyboard:
qwocoecpiewnrp2vrerc

The result was: (empty)
Resending the content directly (after copying it first) was successful.

Since the (empty) error continued to occur sporadically (sometimes even multiple times within a single ticket), I took the file include\htmLawed.php from version 1.17.3 and overwritten the 1.18.3 file with it. Since restarting the web server and php-cgi.exe, the error has not occurred again today on a whole series of tickets on two different systems.

KevinTheJedi

DrMichaD

I doubt you use plain-text in your responses.. I need the FULL RAW content you are sending in your reply. This means the full raw HTML (click the <> button on the text editor).

Cheers.

DrMichaD

KevinTheJedi
I have corrected my previous post.

KevinTheJedi

DrMichaD

So there is seemingly no trigger, it just randomly occurs? I used all your payloads many times in a row with all v1.18.3 code and can't replicate the issue. I will try again with the latest de.phar installed and see but so far no dice.

Cheers.

KevinTheJedi

DrMichaD

Nope, even with latest German language pack set as my default language and sending all your payloads many times I cannot replicate the issue. I tried multiple things too like waiting for a draft save, deleting a draft and then hastily repasting it, immediately pasting it and sending, etc.

Cheers.

DrMichaD

KevinTheJedi
No idea. This effect occurs sporadically on both of my independent systems. Since I replaced the file include\htmLawed.php from version 1.17.3 and overwritten the 1.18.3 file with it, the phenomenon has not occurred again. So it must have something to do with that, right?
This problem has also been reported in the German forum.

KevinTheJedi

DrMichaD

Yea but we aren’t associated with them or their modified version of osTicket. I’m trying to sort out the difference here because in my example environment I’m using v1.18.3 with latest htmlawed, PHP 8.2, and latest german installed and set as primary language. Maybe this has to do with localized OS? Is your server localized to German?

I don’t see why that would make a difference though… any other plugins or mods or language packs installed? Are you using all core plugins and language packs from our website? Did you update the language pack after upgrading? If not do that now.

Cheers.

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