[SOLVED] Tickets created from email have status = 0

Andrey

Hello.
I set up a email box to send and receive emails. It works fine.
The issue is that new ticket created from incoming email is not shown in the ticket list.
In the email box I see that email has been fetched. On dashboard I see increased tickets number of my department.
I have admin privileges.

osTicket Version v1.11 (d4e240b)
Web Server Software Apache/2.4.29 (Ubuntu)
MySQL Version 5.7.25
PHP Version 7.2.10-0ubuntu0.18.04.1

Andrey

ntozier

Admin panel -> Settings -> System.

What is the default department?
Does your account have access to said department?

Andrey

ntozier

Admin panel -> Agents -> Agents -> Your account:
Permission tab
Miscellaneous tab
is stats checked?

Andrey

ntozier
It was not checked. I check it, but nothing change.

Also I tried to access ticket via url like https://sd.glumov.it/scp/tickets.php?id=7
but get error "ticket: Unknown or invalid ID."

ntozier

Then it sounds like you do not have access to the department that the ticket is assigned to.

Andrey

ntozier
But I have access to tickets from this department, which were created via osTicket interface.
It is on the first screenshot.

ntozier

How many departments do you have in your instance? Grant your account access to all of them and see if the missing tickets show up.

Andrey

ntozier
I have only two default departments Support and Maintenance. And I have full access to them.

ntozier

Did you setup any teams?

Andrey

ntozier
No.
This is ticket table

ntozier

Can you look at your ost_ticket table and see what the assigned dept_id or team_id is? Because the only time I have ever seen anything like this is when someone does not have access to the dept or team that they tickets are assigned to.

ntozier

Status 0? There is no status 0.

Whats your Admin panel -> Settings -> Tickets -> Default Status set to?

Andrey

ntozier
Open.

Andrey

I suppose that's the problem. I've updated status of a ticket via sql request.
And now it is shown in ticket list.

ntozier

Do you have any ticket filters?

Andrey

ntozier no.

ntozier

I've asked the devs to take a look at this thread.

Andrey

ntozier
I completely deleted 1.11 version and installed 1.10.5.
In 1.10.5 tickets successfully created from emails.