[Resolved] cron.php creates tickets with ost_ticket.status_id = 0

it-chn

We're encountering a strange problem after upgrading to 1.11.

At first, I thought cron.php was not creating tickets at all. Emails would come into the mailbox and be deleted after cron.php ran, but no ticket was visible. After investigating the database tables, it turns out that cron.php is creating tickets correctly, but with ost_ticket.status_id = 0. This causes them to not be visible. Any tickets fetched with auto_cron are correctly created with ost_ticket.status_id = 1.

As a workaround, I copied the entry for ID = 1 in the ost_ticket_status table, set it to ID = 0 and name = 'Open0'. Doing this allows the emails fetched with cron.php to show up in our department, but no email alert is generated when they're fetched.

Is anybody aware of any fix which would correct this? The workaround is fine, but getting email alerts for all our tickets would be preferred.

ntozier

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Environment details? (webserver and ver, php ver, mysql ver)

This has been reported by a couple people.

RBGE

As @ntozier mentioned, a couple of us here have also reported a similar issue (mine here: https://forum.osticket.com/d/93487-new-tickets-not-being-created-from-email and @Andrey here: https://forum.osticket.com/d/93470-tickets-created-from-email-have-status-0 ). My workaround was a script running update ost_ticket set status_id = 1 where status_id = 0; but as you said, this doesn't generate any emails and, let's be honest, is still a bit of a faff.

I'd like to get 1.11 up and running though, so if you notice anything that might be worth a look, please post here and I'll see if I can find anything on mine too. (I've had to revert back to 1.10 for now, but can always clone the server and upgrade it in a test environment).

it-chn

Sorry about that, here's the environment info:

OS: Ubuntu 18.04.2 LTS. Not shared hosting / We have root access to this system
Webserver: Apache2 (2.4.29-1ubuntu4.5)
PHP: 7.2.10-0ubuntu0.18.04.1
MySQL: 5.7.25
Mail fetching: IMAP from an Exchange 365 account. auto-cron + cron job for cron.php
Mail sending: SMTP to same Exchange 365 account
No error logs seem to be generated when cron.php is run, either from shell or cron.

Thanks for your help.

AR84

Having the same problem

Server Information
osTicket Version v1.11 (d4e240b) — Up to date
Web Server Software Apache/2.4.25 (Debian)
MySQL Version 10.1.37
PHP Version 7.2.15-1+0~20190209065123.16+stretch~1.gbp3ad8c0

ntozier

Out of curiosity are any of you running the APCU extension?

I was reading this earlier:
https://github.com/osTicket/osTicket/issues/4720

RBGE

ntozier Hmm, you might be onto something - phpinfo shows the following on my server:

pablopol24

ntozier solved my problem with cron using omit APCu-calls for CLI-SAPI, Wooooooooow !!!

RBGE

Actually, this is installed per osTicket recommendations ?

ntozier

RBGE

Wow, this did indeed work! Whoever adlerweb is on GitHub, you're my new hero! ?

Before I upgrade and apply this change to my production server, does anybody know if any of the other instances of if (function_exists('apcu_store')) should be changed too? I haven't noticed any issues on the cloned server yet, but............

it-chn

Excellent! We were also running the apcu extension, I can confirm this fixed it for us too.

ntozier

So since this seems to have fix folks I'm going to close this thread.