[resolved] Disappearing tickets

moyerjd

We recently upgraded to the newest version, and now random tickets disappear. When a user creates a new ticket, the email gets sent to us, and includes all the information, but when we log in to respond, the ticket doesn't show up, and searching using the ticket number from the email returns zero results. Dashboard system logs show no errors aside from one "DB Error #1062".

Version 1.9.5.1

PHP 5.3.2-1ubuntu4.9

Any help would be appreciated.

ntozier

There are a number of possible causes. You haven't really told us how you upgraded etc.If you created a new web folder and upgraded it there, did you update the cron?Does the old one still exist?Are you auto-assigning tickets to departments?Does your user account have access to said department?Please help us to help you by reading and following the posting

guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

moyerjd

We followed the directions found here: http://osticket.com/wiki/Upgrade_and_migrationWe are not auto assigning, and there are only five agents, all admins with access to all departments.

ntozier

Those are the only two things that I can think of that would cause this off the top of my head.Check ost_ticket table and see if the tickets actually being created?

moyerjd

Yes, they look like they are being created.

ntozier

If the tickets are in the database.. you can also see what department they are assigned to (dept_id).Which means you should be able to confirm that your staff have access to it. (Also if you haven't clear your web broswer cache)

moyerjd

Got it! The ones in question were being tagged when created as a particular department. For some reason, our access permissions for that one department had been removed. I went under Admin Panel -> Agents -> Departments and reassigned our permissions to that department. It's strange that only one department was changed, but it's working now. Many thanks for your quick responses!

ntozier

Very welcome.I'll mark this thread as resolved and close it, so please feel free to start a new thread if you have another question. :)