v1.11.0-rc1 (e321982) - internal error 500 when replying to a ticket

cwdit

Hi Guys,We been having an issue with v1.11.0-rc1 wherein when a client updates or replies to a ticket it lands on https://domain.com/support/tickets.php?id=#reply with HTTP ERROR 500 (in Google Chrome 69.0.3497) or blank page in Firefox 62.0.3tried the resolution described in https://github.com/osTicket/osTicket/issues/4347 but did not solve the issue.Any help would be great.osTicket Version : v1.11.0-rc1 (e321982)Web Server Software : Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips PHP/5.4.16MySQL Version : 5.5.60PHP Version : 5.4.16Internal error 500 when client respond or update a ticket.Thanks, Allen H

cwdit

Also forgot to mention that refreshing the page will load the thread page properly with the newly added message.it is only upon posting the reply will experience 500 internal error or blank page (depending on the web browser)Any help will be great.Thank you.-Allen H

ramrajone

If this is production you should be using stable release ver. 1.10.4

Another thing is your PHP version is old, should upgrade to 5.6 and test it

ntozier

I agree with both of those suggestions.

cwdit

Hi,

Thank you for the suggestions. I tried updating to 5.6 but did not solve the issue.
Would the database exported from ver 1.11 will work on ver 1.10.4?

Thanks again!

ntozier

No. a 1.11.x DB will not work for the 1.10.4 code.

cwdit

Thank ntozier.
I found this error in the httpd error log

[:error] [pid 2707] [client 192.168.0.33:27387] PHP Fatal error: Call to a member function getEmail() on null in /var/www/html/support/include/class.ticket.php on line 1681, referer: http://192.168.12.199/support/tickets.php?id=56178

also noticed that even if the https://domain/support/tickets.php?id=56178#reply page failed to load, the client is receiving an email confirmation but the assigned agent doesn't received notification email.

Thanks.

KevinTheJedi

@cwdit

You need to re-test using the latest pull from develop-next as we have addressed a ton of 1.11.x issues in that branch.

Cheers.

ntozier

You can try upgrading to the develop-next version on github, this might have already been addressed. Otherwise I would recommend not running beta software in production environments. (1.10.4 Stable does not have this problem in my production sites.)

cwdit

Thank you @KevinTheJedi & @ntozier @ramrajone

Upgrading to the develop-next version have solve the issue. It's unfortunate for us that we can't go back to 1.10.4 as there are more than hundreds of tickets submitted since upgrading to version 1.11.

Thank you again for your advise.

KevinTheJedi

@cwdit

This is why you should ALWAYS create a backup of the database and site files before upgrading...so you can rollback if needed.

Cheers.