unable to create a ticket normally , I use osticket v1.11.0-rc1

sipe

Hi everybody, please I have a probleme and I need help. My osticket is online, sometimes I try to create ticket and it works and other times does not work.

ramrajone

sipe
Can you tell which version of your osTickets, PHP, web server etc.

sipe

ramrajone I use now osticket-1.11

ntozier

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.

Environment details?
Version of osTicket?

sipe

ntozier the version of osticket is v1.11.0-rc1.This is the latest version currently available.
The version of php is php7.0, before I used osticket version v1.10.4, I recently updated this month to version 1.11.0 . I identified this problem, when I create ticket and I close at the same time with image in the input of the answer like this
there is a problem and without image on the input answer there is not a problem, the error is generated by osticket when I put image is :

This error for example :
Fatal error: Uncaught exception 'OrmException' with message 'Call to undefined method QuerySet::merge' in /var/www/html/osticket/include/class.orm.php:1526 Stack trace: #0 [internal function]: QuerySet->call('merge', Array) #1 [internal function]: QuerySet->merge(Object(InstrumentedList)) #2 /var/www/html/osticket/include/class.orm.php(2211): call_user_func_array(Array, Array) #3 /var/www/html/osticket/include/class.ticket.php(4114): InstrumentedList->call('merge', Array) #4 /var/www/html/osticket/include/class.ticket.php(4114): InstrumentedList->merge(Object(InstrumentedList)) #5 /var/www/html/osticket/scp/tickets.php(410): Ticket::open(Array, Array) #6 {main} thrown in /var/www/html/osticket/include/class.orm.php on line 1526

or error on the image :

ntozier

osTicket 1.11.0 has not been released... so I would recommend that you restore the database and site from backup.

sipe

ntozier I think that osticket-1.11 has been released

ramrajone

take a look at this link:
https://github.com/osTicket/osTicket/issues/2992

in the file include/class.forms.php:
$allowed[$F->id] = 1;
changed to:
$allowed[$F->file_id] =1;`

sipe

ramrajone thank you for your answer, to search with me. But that did not solve my problem, I still have the same issue.

ntozier

1.11.0 has not been released. 1.11-rc1 which is a release candidate for testing has. RC's should never be run in a production environment. Consider them buggy Beta releases.

sipe

ntozier thank you for your answer, to search with me. But that did not solve my problem, I still have the same issue.

ntozier

If you insist on running a buggy RC then I would recommend that you update to the latest 1.11 from github. There are a ton of bug fixes and such that you can get from there. Otherwise please revert to 1.10.4 or wait until 1.11 is released.

sipe

I have news information about this problem. the real problem is that every time we put an image at the level of the ticket response the error is generated. Please help me to solve this problem, I need your help, I'm still looking.

PeopleInside

sipe I suppose if you are not running a stable release no support will be provided or guarantee.

ramrajone

sipe
can you try this
https://github.com/osTicket/osTicket/commit/d8abe105ec04b7750fcd119bf79edb2b01808cd7

edit: include/class.thread.php

change from:
function getClean() { function getClean() {
return Format::htmlchars(Format::stripEmptyLines(parent::getClean()), true);

To this:
function getClean() {
return Format::htmlchars(Format::stripEmptyLines(parent::getClean()), true); return Format::htmlchars(Format::html_balance(Format::stripEmptyLines(parent::getClean())));

sipe

good evening, for my problem I just saw that the stable version of osticket v1.11 came out yesterday.

But my problem is not solved. just that it does not send the error, its shows that the ticket has been sent but when I look in the created tickets it does not display. So the ticket is not created.

ntozier

Look at your ost_ticket table. Is the ticket there?

sipe

ntozier

Your response does not actually answer my question. Look at your database, specifically the ost_ticket table. Is the ticket there?

sipe

ntozier yes in the database, the ticket is created, but I do not see it when I go on the ticket page of osticket.