No Tickets in Open -queue

ICTStijn

When we opened our OSTicket after a few weeks not looking at it, we aren't able to see tickets in our Open Queue. What I found out by testing around:

When I create a new queue with only the ticketnumber as column, it works
When I add columns like 'date created' and 'last message' the queue gets filled end I see a list of tickets
When I add the subject, the assignee or the team to the columns, it breaks. The queue doesn't get filled.

From the default queues the only one that works is "My Tickets" and the queues from "Closed".

I upgraded to the 1.18.4 from 1.18.3, but didn't get any upgrade wizard. It just shows on the information page.

What can we do to make our Ticketsystem work as intended? The school we are working for are starting up again and we would like to be able to use osTicket.

Thank you very much.

KevinTheJedi

ICTStijn

Best thing is 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 related errors. It could be a fatal error, could be missing or corrupted Ticket CDATA table, it could be an issue with one of the columns missing a primary data source or using an invalid one, it could really be anything. We won't be able to narrow it down without an error or something, or unless you do some debugging yourself.

Cheers.

ICTStijn

I did some debuggen, with the help of CoPilot.

There are no errors in the browser console (tried in Edge, Chrome en Firefox)
There are no errors in the osTicket logs
I can't reach te PHP error logs at the moment
I did some SQL tests in phpMyAdmin, but couldn't find something that could cause the failure

I know it would be easier with error-messages, but I don't know where to look.

ICTStijn

I had contact via chat with technical support from One.com. He said there are no PHP-errors, nor any mysql-errors.

KevinTheJedi

ICTStijn

There’s either errors being logged somewhere on the server or maybe there is a long running query? You can enable MySQL slow query logs, adjust the slow query time to like 3 seconds, and check the slow query logs to see.

Cheers.

ICTStijn

I made a work-around by adding 3 queues: unassigned, assigned to collegue 1 and assigned to collegue 2. In those queues I can add the collumn subject. It's not ideal, but it works.

It's still strange behaviour.

KevinTheJedi

ICTStijn

Well we can definitely help sort it out if you’re able to find errors, logs, slow queries, etc.

Cheers.