Ticket Detail Blank in Staff Screen

centec2b

I would be very grateful for advice and guidance on this problem

Problem: the tickets detail is blank in the ticket tab of the staff screen

In all other respect the software seems to work absolutely fine

software running on a test system on xampp running under windows XP (xampp 1.7.1 php 5.2.9 apache 2.00) on a local machine

I can use emails, send attachments and can see the ticket using the email advisory or by logging into the user screen, or by using another networked machine running under windows or Ubuntu Linux

BUT, I cannot see the ticket as above only the number of tickets. If I enter a new ticket into the staff screen, I can see that, but If I leave that screen I cannot get it back

I have clean reinstalled twice

The data is present in the database

There doesn't seem to be any forum items that refer

Thank you

A very puzzled centec2b

Kelli

Do you get a blank page, where nothing loads, or is the ticket thread just empty?

centec2b

Hello, the ticket thread is empty, the page and all other information is there. It would seem the code is ok painting the page but there is something stopping the data being transferred to the screen

centec2b

Kelli

Hmm... Interesting. Do you have a means of checking the database directly (i.e. phpmyadmin or from the command line) to verify that the data is, in fact, being added?

Also, if you haven't already, please turn error reporting on in main.inc.php

Find this (on line 42, I believe):

#Don't display errors

ini_set('display_errors',0);

ini_set('display_startup_errors',0);

and change it to:

error_reporting(E_ALL);

ini_set('display_errors',1);

ini_set('display_startup_errors',1);

centec2b

Hmm... Interesting. Do you have a means of checking the database directly ?
Also, if you haven't already, please turn error reporting on in main.inc.php

Kelli

Good Evening

Yes I have inspected thru phpmyadmin and the data is good (at least it seems all there)

error reporting now turned on correctly (typho!)

Propose to install on a commercial server as soon as I can and see what the differences are

Without some clues its rather difficult and the unfamiliarity certainly doesnt help

If anyone has a-n-y suggestions they would be very welcome

Thank you all, thank you Kelli

Centec2b

PRedmond

What server is it currently on?

If you view the ticket from the client side (ie with email address and ticket number), do you get the same issue, or does it display correctly?

centec2b

What server is it currently on?
If you view the ticket from the client side (ie with email address and ticket number), do you get the same issue, or does it display correctly?

Hello PRedmond

Good Evening

I am currently running it off a test system on xampp running under windows XP (xampp 1.7.1 php 5.2.9 apache 2.00) on a local machine.

Looking at the information from the client side seems fine - I can see all the test data

Other functions seem fine

I am sure it must be my error but after two clean reinstalls I am not sure where to start looking. Other software on the test system works just fine (eg Zen Cart)

The curious thing is putting in data from the staff side shows up just fine until you switch the screen then you cannot retrieve it or call it back. On thing I am hazy on is what I should expect to see in the ticket tab. EG what is the procedure when a new ticket comes in and is unallocated - where does that sit and should I be able to see both unclaimed and "my own" tickets?

Sincerely

Centec2b

Kelli

Oh, I see now that you'd said in your first post that the data was there. I'm kind of heavily medicated at the moment. Sorry about that. :)

I've also installed osticket on xampp many times for testing purposes, myself, and have never had any problems.

What are your regional/language settings for PHP, and also Windows? Have you made any changes to your php.ini file or is it just the default xampp setup?

I will be happy to go through the code and see if I can find a reason for this, because now I'm really curious about it. Unfortunately, I won't be able to until sometime tomorrow afternoon/evening, though. :(

PRedmond

Have you made any modifications to ANY code at all? It sounds rather unusual, particularly if you have installed it a few times, and the problem is recurring...

How many test tickets have you tried? (really clutching at straws here...)

centec2b

Kelli & PR Redmond

Good evening and thank you for your ideas

Sorry for the delay - been out earning the proverbial "crust...."

Kelli I will need to make doubly sure the but settings are "out of the box", - pause - I have just checked and they are untweaked as installed and I have used utf8_general_ci on the collation option. These are common settings for the other programs that use xammp so wouldnt there be some strange behaviour there if things werent ok?

PR Redmond - as above and I have not done any tweaks at all - I wanted to simply get familiar with the software first

I think I need to do that install on a commercial server and or on another machine and see if there are differences. I am working on an assumption that I have committed an innocent error rather than the code having a fault, otherwise I guess it would be happening elsewhere

I will report back when I have done the new installs - I have a heavy schedule but hope to get it done in the next 24 hours

Thank you both for your interest and help

Centec2b

PRedmond

Can I suggest you try MoWeS - it is pretty much the same as xampp, but it may just work on that system. It is free and easy to use. That would allow you to play with it without the frustrations of uploading to a commercial server.

Kelli

That's a good idea. Another option, and this has nothing to do with osTicket, but is just my thoughts on testing things in general... I have a linux installation that mirrors my server setup running in virtualbox on my XP machine that I test things on before deploying them to the production server. The closer your test server matches your production server, the easier the transition, obviously. Setup is a bit more involved, though, so if you're not going to use it often, it might not be worth it for your particular situation.

@[deleted] - I apologize. I still haven't had a chance to dig into the code on this yet to see what could be going on. I've been dealing with some medical issues that have had me pretty out of it. I still really want to, if nothing else, just to get to the bottom of why it's happening, even if it's only a temporary issue. I don't like things I do not understand. If you would like to email me or attach a screenshot of exactly what you're seeing, that would help know where to look for the problem and pinpoint what's going wrong.

Then again, if you've decided to move on to another server environment and don't want to fool with it anymore, that's cool, too. I am just very curious at this point. :)

centec2b

Kelli & PR Redmond Good Evening

I am very grateful for your ideas - it is good to see something from another perspective, I find that too often I try and apply an answer that I first think of instead of thinking outside of the box

PR Redmond - wow ok lets see what I can do with MoWeS.

Kelli - no worries - as and when and if - I would like to make this work as the software seems so good and fits the spec bang on. My problem is the demands of working erratic hours - when the business is there you have to go for it

Let me see what I can do tonight and if nothing I will post a screenshot.

Hope the medication resolves itself ok

Thank you and respect to you both

centec2b

Kelli & PR Redmond Good Evening - Again!

Guess what?

PR Redmond MoWeS.... works...!

osticket - everything is visible. How odd.

There is some minor issues with email set up - but that is sorting out php.ini

MoWeS works very very well - as you say straightforward

I am now thinking I must have created some sort of installation error in xammp;

I need to go back and tinker

Please can I thank both of you for your support and help - I would not have a solution without it. I will update the thread with my findings

Sincerely

centec2b

Kelli

Great news! Thanks for the update.