No Tickets shown after update to 1.11 from 1.10

rrahim

Hi,

I recently upgraded from 1.10 to 1.11, and since then have been unable to view tickets in the "Tickets" tab.
However the counter, pagination and database all say that the tickets are still there.

I haven't seen any errors, or can't find any in the logs.

Below is the info for my install

ntozier

Please ensure that your account actually has access to the department(s) that your tickets are being assigned to.

rrahim

ntozier I previously didn't have access to these departments but was able to generate reports. I've since added access to them and this seems to have cleared up the issue. I still have some of my agents reporting that they can't see their tickets. I'm guessing I'll have to go through and take a look at permissions again.

RBGE Thanks for the heads up. I've never had APCu installed and couldn't find any trace of this being the issue.

Thanks for the support guys.

RBGE

A lot of us had a similar issue when 1.11 was released where tickets weren't appearing in the web interface as they were being inserted into the database with a status of 0. It was caused by the APCu extension, which I see you don't have enabled, but it might be worth taking a look anyway 'just in case'...
https://forum.osticket.com/d/93487-new-tickets-not-being-created-from-email/6

ntozier

@rrahim I'll leave this open for now. Please let us know if you have any further issues or questions. And once your all set we'll close the thread.

joe_karenware

I was able to make the problem go away indirectly by modifying the database table, ost_ticket, setting the default value of status_id to 1.

rrahim

joe_karenware Thanks, I'll make this change to see how it reacts.

So far so good. The only issue we seem to be having is that loading times have increased (possibly because of the large amount of tickets we have).

joe_karenware

rrahim Of course, to cause osTicket to display the tickets already stranded with status_id == 0, you have to modify those records to set 0's to 1's. I don't know about the loading time issue. I only have a few hundred tickets, total.

rrahim

Ok, so I've found the cause of the issue in the closed tickets view. I get the following error when trying to view Closed Tickets (by turning errors on):

Fatal error: Uncaught InconsistentModelException: Unable to prepare query: MySQL server has gone away SELECT A1.* FROM ost_email A1 WHERE A1.email_id = '2' in /home4/server/public_html/support/include/class.orm.php:3456 Stack trace: #0 /home4/server/public_html/support/include/class.orm.php(3502): MySqlExecutor->execute() #1 /home4/server/public_html/support/include/class.orm.php(1991): MySqlExecutor->getArray() #2 /home4/server/public_html/support/include/class.orm.php(2035): ModelInstanceManager->{closure}() #3 /home4/server/public_html/support/include/class.orm.php(2014): CallbackSimpleIterator->next() #4 /home4/server/public_html/support/include/class.orm.php(2023): CallbackSimpleIterator->rewind() #5 /home4/server/public_html/support/include/class.orm.php(1695): CallbackSimpleIterator->valid() #6 /home4/server/public_html/support/include/class.orm.php(1705): CachedResultSet->fillTo(9223372036854775807) #7 /home4/server/public_html/support/include/class.orm.php(1328): CachedResultSet->asArray() #8 /home4/server/pu in /home4/server/public_html/support/include/class.orm.php on line 3456

Warning: session_write_close(): Failed to write session data using user defined save handler. (session.save_path: /tmp) in Unknown on line 0

Anyone have any idea what's causing this?

ntozier

Maybe this?
https://dev.mysql.com/doc/refman/8.0/en/gone-away.html

rrahim

Thanks for the link.
I did do some research and came across this, but I was wondering what would have changed in the upgrade to have caused it, since this never occurred previously.