couple of issues

richei

Hello

I'm having some issues with this software. I recently installed this as an upgrade for our support system. It was working fine up until now and i'm not sure what's causing it.

The first one (and biggest one) is that when any staff logs in, it just says uknown ticket ID#62. Existing tickets can't be opened. I don't know if the two are tied or what.

The second one is that the admin panel is stuck on system logs (when clicking on dashboard). Under the logs, there's a couple of logs called DB Error #1064, which is

You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1

The only modification was to the floats on the header page so we could put our logo in there, no other mods or other modications have been made.

I don't know enough about the different scripts to search through and trace out where things are happening. So can someone help me out here?

ntozier

When you say that you recently installed this as an upgrade to your existing system, what were you using before?

From the WIKI:

From time to time it will be necessary to upgrade your osTicket installation to the latest version, either to fix bugs or gain new features. Starting with version 1.6, osTicket is a complete rewrite with new database schema and code base making it hard to simply upgrade from previous versions.

Only previous versions from version 1.6 RC1 can be upgraded to the current version.

If your osTicket version is older than 1.6, you need to look into migration instead.

Our objectives is to make upgrading from an earlier release as painless as possible going forward and support migration from "discontinued" versions. we are working with osTicket community on the best way to upgrade or/and import data from previous versions including 3rd party helpdesk systems.

source: http://osticket.com/wiki/Upgrade_and_Migration(http://osticket.com/wiki/Upgrade_and_Migration)

It goes on to say that you should look at the forums for more up to date topics about migrating:

http://osticket.com/forums/forumdisplay.php?f=7(http://osticket.com/forums/forumdisplay.php?f=7)

If you cannot find it in there, then either no one has done it publicly or no one has done it.

richei

When you say that you recently installed this as an upgrade to your existing system, what were you using before?
From the WIKI:
source: http://osticket.com/wiki/Upgrade_and_Migration(http://osticket.com/wiki/Upgrade_and_Migration)
It goes on to say that you should look at the forums for more up to date topics about migrating:
http://osticket.com/forums/forumdisplay.php?f=7(http://osticket.com/forums/forumdisplay.php?f=7)
If you cannot find it in there, then either no one has done it publicly or no one has done it.

Its only been a couple of Weeks, beginning of January. I dont remember doing an upgrade. Ix there a way of doing a reinstall without loosing everything?

richei

The old system we had was a simple php based system that i coded, along the same lines as osticket, but not nearly as advanced and half the time it didn't work - which is why i was looking for something better :)

When i installed it, it was from softlicious. I'm pretty sure it was already at 1.6 though.

richei

Well whatever the problem was, it seems to have resolved itsself.

richei

Sorry to re-open this, but something strang is happening with this ticket #62. As an experiment, i manually created the ticket in the db table, and when i did, the message went away, but as soon as i deleted it through the staff menu, it reappeared. This is what it's saying - Unknown ticket ID#62.

The install was done on jan. 7, 2012. Don't know when 1.6 came out though.

I've looked through every table in the ost db and there's no auto id's past 10. I don't know where its trying to pull 62 from. Is it stuck in some queue or something? It is major, because we can't create anything new - no staff members, no knowledge base entries, no new tickets, etc.,

or would it be best to just recreate the entry manually and just close it?

ntozier

Bizarre.

I dont think that it would hurt anything to have a closed ticket #62 laying around in the DB. If that fixes everything then go for it.

richei

Went from one problem to another.

I manually created the ticket in the database. While that got rid of the red bar, we can't see any new or old tickets. Doesn't matter which account i log in under, it automatically goes right to that ticket. I closed it through the staff panel too, and it still goes right to it. i tried my staff account and the admin account.

Is there some setting in the database some where that can fix this. Maybe this is where those those sql errors are coming from?