Hi,
I'm having an issue where the "From" column is blank using the search feature.

osTicket: 1.11 (d4e240b)
Host: Windows Server 2016, IIS v10.0.14393.0
MySQL: 5.7.25
PHP: 7.2.15

I've tested on several hosts and PHP versions (v5.6) and the problem persists.
I believe the issue lies within the database itself.

This problem first occurred after upgrading from v1.10.

The ticket queues ("Open", "My Tickets") were also affected by this, however I was able to fix it by selecting a Primary Data Source for the "From" column, as it was blank.

After upgrade, each queue's "From" column looked like this:

I fixed it by going into each queue and setting the data sources:

I haven't been able to find where to edit the Search column settings; the "Use standard columns" checkbox is read only.

Any ideas?

1.11 is no longer supported. Please upgrade to 1.12.

Thanks. I have now upgraded to 1.12 and the problem persists.

6 days later

@cpr
Out of curiosity can you look at your ost_queue_column table and show it to me (screen shot). I'm wondering if your table is borked.

  • cpr replied to this.

    Your ost_queue_column table shows something different than mine does.

    Hi @ntozier ,
    I changed this value to user__name and modified the queues to use Full Name again (queues had reset to using no primary data source for the From column)

    Unfortunately, there's still no data showing in From column using search.

    I've also tried dropping the ost__search table and setting reindex to 1 in the config table.

    Hi @KevinTheJedi

    No PHP errors at all.

    I turned on general logging on MySQL and did a search for keyword "minecraft", here's the result:

    2019-05-20T22:13:42.569695Z 821 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = ''
    2019-05-20T22:13:42.569781Z 821 Query SET NAMES utf8
    2019-05-20T22:13:42.569846Z 821 Query SET AUTOCOMMIT=1
    2019-05-20T22:13:42.569984Z 821 Init DB osticket
    2019-05-20T22:13:42.570800Z 821 Query SELECT ostversion FROM ost_config WHERE id=1
    2019-05-20T22:13:42.571206Z 821 Query SELECT A1., A1.session_expire < NOW() AS is_expired FROM ost_session A1 WHERE A1.session_id = 's7897iktnkcio6nr83s35uif56'
    2019-05-20T22:13:42.571843Z 821 Query SELECT A1.     FROM ost_queue_sort A1 WHERE A1.id = 7 ORDER BY A1.name ASC
    2019-05-20T22:13:42.572164Z 821 Query SELECT A1. FROM ost_queue_sort A1 WHERE A1.id = 7 ORDER BY A1.name ASC
    2019-05-20T22:13:42.572365Z 821 Query SELECT     FROM ost_plugin
    2019-05-20T22:13:42.573815Z 821 Query SELECT FROM ost_plugin WHERE
    id=1
    2019-05-20T22:13:42.574372Z 821 Query SELECT     FROM ost_plugin WHERE
    id=2
    2019-05-20T22:13:42.574701Z 821 Query SELECT COUNT() FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'plugin.1')
    2019-05-20T22:13:42.575001Z 821 Query SELECT A1.     FROM ost_config A1 WHERE A1.namespace = 'plugin.1'
    2019-05-20T22:13:42.576477Z 821 Query SELECT COUNT() FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'plugin.2')
    2019-05-20T22:13:42.576756Z 821 Query SELECT A1.     FROM ost_config A1 WHERE A1.namespace = 'plugin.2'
    2019-05-20T22:13:42.577227Z 821 Query SELECT COUNT() FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'mysqlsearch')
    2019-05-20T22:13:42.577524Z 821 Query SELECT A1.     FROM ost_config A1 WHERE A1.namespace = 'mysqlsearch'
    2019-05-20T22:13:42.577918Z 821 Query SELECT COUNT() FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'core')
    2019-05-20T22:13:42.578225Z 821 Query SELECT A1.     FROM ost_config A1 WHERE A1.namespace = 'core'
    2019-05-20T22:13:42.581092Z 821 Query SELECT A1. FROM ost_staff A1 WHERE A1.username = 'CPR'
    2019-05-20T22:13:42.589262Z 821 Query UPDATE ost_session SET session_data = 'csrf|a:2:{s:5:\"token\";s:40:\"5f312b5bbbaa8876921a2b1cf6d71c16806fabc3\";s:4:\"time\";i:1558390422;}auth|a:1:{s:5:\"staff\";a:2:{s:2:\"id\";i:2;s:3:\"key\";s:8:\"ldap:CPR\";}}:token|a:1:{s:5:\"staff\";s:76:\"267ab41a64023a99eb586d01cc6f5042:1558390414:f83064b3e5f0fcbe20e5ae703d7752f7\";}::Q:T|s:16:\"adhoc,648895d9e1\";sort|a:2:{i:1;a:2:{s:9:\"queuesort\";O:9:\"QueueSort\":7:{s:8:\"_columns\";a:1:{s:10:\"lastupdate\";b:1;}s:6:\"_extra\";N;s:2:\"ht\";a:5:{s:2:\"id\";i:7;s:4:\"root\";N;s:4:\"name\";s:11:\"Update Date\";s:7:\"columns\";s:15:\"[\"-lastupdate\"]\";s:7:\"updated\";s:19:\"2019-02-15 08:45:24\";}s:5:\"dirty\";a:0:{}s:7:\"new\";b:0;s:11:\"deleted\";b:0;s:12:\"deferred\";a:0:{}}s:3:\"dir\";i:0;}i:5;a:2:{s:9:\"queuesort\";O:9:\"QueueSort\":7:{s:8:\"_columns\";a:1:{s:10:\"lastupdate\";b:1;}s:6:\"_extra\";N;s:2:\"ht\";a:5:{s:2:\"id\";i:7;s:4:\"root\";N;s:4:\"name\";s:11:\"Update Date\";s:7:\"columns\";s:15:\"[\"-lastupdate\"]\";s:7:\"updated\";s:19:\"2019-02-15 08:45:24\";}s:5:\"dirty\";a:0:{}s:7:\"new\";b:0;s:11:\"deleted\";b:0;s:12:\"deferred\";a:0:{}}s:3:\"dir\";i:0;}}cfg:core|a:1:{s:11:\"db_timezone\";s:16:\"Australia/Sydney\";}qcounts|a:1:{s:48:\"counts.queues.2.geXO36GIUHP4e0HDC6W97VwlMYqEDr9h\";a:2:{s:6:\"counts\";a:20:{s:3:\"q15\";d:77;s:3:\"q18\";d:0;s:3:\"q21\";d:39;s:3:\"q23\";d:25;s:3:\"q24\";d:0;s:3:\"q25\";d:280;s:2:\"q1\";d:39;s:2:\"q2\";d:28;s:2:\"q6\";d:14;s:2:\"q9\";d:3;s:2:\"q3\";d:11;s:2:\"q7\";d:2;s:3:\"q10\";d:0;s:2:\"q4\";d:32;s:2:\"q5\";d:16;s:3:\"q11\";d:3;s:2:\"q8\";d:432;s:3:\"q12\";d:40;s:3:\"q13\";d:59;s:3:\"q14\";d:136;}s:4:\"time\";i:1558390414;}}lastcroncall|i:1558390173;advsearch|a:3:{s:10:\"7ac19e39fa\";a:1:{i:0;a:3:{i:0;s:9:\":keywords\";i:1;N;i:2;s:10:\"minecraftr\";}}s:10:\"648895d9e1\";a:1:{i:0;a:3:{i:0;s:9:\":keywords\";i:1;N;i:2;s:9:\"minecraft\";}}s:10:\"f6b558ed54\";a:1:{i:0;a:3:{i:0;s:21:\"useremailsaddress\";i:1;s:5:\"equal\";i:2;s:19:\"User@domain.redacted\";}}}', session_expire = (NOW() + INTERVAL 86400 SECOND) WHERE ost_session.session_id = 's7897iktnkcio6nr83s35uif56' LIMIT 1
    2019-05-20T22:13:42.591396Z 821 Quit 2019-05-20T22:13:42.569695Z 821 Query SET NAMES utf8, CHARACTER SET utf8, SESSION COLLATION_CONNECTION = utf8_general_ci, SESSION SQL_MODE = ''
    2019-05-20T22:13:42.569781Z 821 Query SET NAMES utf8
    2019-05-20T22:13:42.569846Z 821 Query SET AUTOCOMMIT=1
    2019-05-20T22:13:42.569984Z 821 Init DB osticket
    2019-05-20T22:13:42.570800Z 821 Query SELECT ostversion FROM ost_config WHERE id=1
    2019-05-20T22:13:42.571206Z 821 Query SELECT A1.    , A1.session_expire < NOW() AS is_expired FROM ost_session A1 WHERE A1.session_id = 's7897iktnkcio6nr83s35uif56'
    2019-05-20T22:13:42.571843Z 821 Query SELECT A1. FROM ost_queue_sort A1 WHERE A1.id = 7 ORDER BY A1.name ASC
    2019-05-20T22:13:42.572164Z 821 Query SELECT A1.     FROM ost_queue_sort A1 WHERE A1.id = 7 ORDER BY A1.name ASC
    2019-05-20T22:13:42.572365Z 821 Query SELECT FROM ost_plugin
    2019-05-20T22:13:42.573815Z 821 Query SELECT     FROM ost_plugin WHERE
    id=1
    2019-05-20T22:13:42.574372Z 821 Query SELECT FROM ost_plugin WHERE
    id=2
    2019-05-20T22:13:42.574701Z 821 Query SELECT COUNT(    ) FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'plugin.1')
    2019-05-20T22:13:42.575001Z 821 Query SELECT A1. FROM ost_config A1 WHERE A1.namespace = 'plugin.1'
    2019-05-20T22:13:42.576477Z 821 Query SELECT COUNT(    ) FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'plugin.2')
    2019-05-20T22:13:42.576756Z 821 Query SELECT A1. FROM ost_config A1 WHERE A1.namespace = 'plugin.2'
    2019-05-20T22:13:42.577227Z 821 Query SELECT COUNT(    ) FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'mysqlsearch')
    2019-05-20T22:13:42.577524Z 821 Query SELECT A1. FROM ost_config A1 WHERE A1.namespace = 'mysqlsearch'
    2019-05-20T22:13:42.577918Z 821 Query SELECT COUNT(    ) FROM (SELECT A1.id FROM ost_config A1 WHERE A1.namespace = 'core')
    2019-05-20T22:13:42.578225Z 821 Query SELECT A1. FROM ost_config A1 WHERE A1.namespace = 'core'
    2019-05-20T22:13:42.581092Z 821 Query SELECT A1.     FROM ost_staff A1 WHERE A1.username = 'CPR'
    2019-05-20T22:13:42.589262Z 821 Query UPDATE ost_session SET session_data = 'csrf|a:2:{s:5:\"token\";s:40:\"5f312b5bbbaa8876921a2b1cf6d71c16806fabc3\";s:4:\"time\";i:1558390422;}    auth|a:1:{s:5:\"staff\";a:2:{s:2:\"id\";i:2;s:3:\"key\";s:8:\"ldap:CPR\";}}:token|a:1:{s:5:\"staff\";s:76:\"267ab41a64023a99eb586d01cc6f5042:1558390414:f83064b3e5f0fcbe20e5ae703d7752f7\";}::Q:T|s:16:\"adhoc,648895d9e1\";sort|a:2:{i:1;a:2:{s:9:\"queuesort\";O:9:\"QueueSort\":7:{s:8:\"_columns\";a:1:{s:10:\"lastupdate\";b:1;}s:6:\"_extra\";N;s:2:\"ht\";a:5:{s:2:\"id\";i:7;s:4:\"root\";N;s:4:\"name\";s:11:\"Update Date\";s:7:\"columns\";s:15:\"[\"-lastupdate\"]\";s:7:\"updated\";s:19:\"2019-02-15 08:45:24\";}s:5:\"dirty\";a:0:{}s:7:\"new\";b:0;s:11:\"deleted\";b:0;s:12:\"deferred\";a:0:{}}s:3:\"dir\";i:0;}i:5;a:2:{s:9:\"queuesort\";O:9:\"QueueSort\":7:{s:8:\"_columns\";a:1:{s:10:\"lastupdate\";b:1;}s:6:\"_extra\";N;s:2:\"ht\";a:5:{s:2:\"id\";i:7;s:4:\"root\";N;s:4:\"name\";s:11:\"Update Date\";s:7:\"columns\";s:15:\"[\"-lastupdate\"]\";s:7:\"updated\";s:19:\"2019-02-15 08:45:24\";}s:5:\"dirty\";a:0:{}s:7:\"new\";b:0;s:11:\"deleted\";b:0;s:12:\"deferred\";a:0:{}}s:3:\"dir\";i:0;}}cfg:core|a:1:{s:11:\"db_timezone\";s:16:\"Australia/Sydney\";}qcounts|a:1:{s:48:\"counts.queues.2.geXO36GIUHP4e0HDC6W97VwlMYqEDr9h\";a:2:{s:6:\"counts\";a:20:{s:3:\"q15\";d:77;s:3:\"q18\";d:0;s:3:\"q21\";d:39;s:3:\"q23\";d:25;s:3:\"q24\";d:0;s:3:\"q25\";d:280;s:2:\"q1\";d:39;s:2:\"q2\";d:28;s:2:\"q6\";d:14;s:2:\"q9\";d:3;s:2:\"q3\";d:11;s:2:\"q7\";d:2;s:3:\"q10\";d:0;s:2:\"q4\";d:32;s:2:\"q5\";d:16;s:3:\"q11\";d:3;s:2:\"q8\";d:432;s:3:\"q12\";d:40;s:3:\"q13\";d:59;s:3:\"q14\";d:136;}s:4:\"time\";i:1558390414;}}lastcroncall|i:1558390173;advsearch|a:3:{s:10:\"7ac19e39fa\";a:1:{i:0;a:3:{i:0;s:9:\":keywords\";i:1;N;i:2;s:10:\"minecraftr\";}}s:10:\"648895d9e1\";a:1:{i:0;a:3:{i:0;s:9:\":keywords\";i:1;N;i:2;s:9:\"minecraft\";}}s:10:\"f6b558ed54\";a:1:{i:0;a:3:{i:0;s:21:\"useremailsaddress\";i:1;s:5:\"equal\";i:2;s:19:\"User@domain.redacted\";}}}', session_expire = (NOW() + INTERVAL 86400 SECOND) WHERE ost_session.session_id = 's7897iktnkcio6nr83s35uif56' LIMIT 1
    2019-05-20T22:13:42.591396Z 821 Quit

    looks like you use some sort of plugin, would you try to disable your plugin?

    Yes, I'm using the LDAP Authentication and Lookup plugin.

    I'll try disabling it after hours. I didn't think it could be that, as the issue affects tickets from internal users as well.

    Tried disabling the LDAP Authentication and Lookup plugin, no change.

    According to that log snippet you are running more than one plugin.
    Whats the second one?

    4 days later

    Hi @ntozier

    The other plugin is HTTP Passthru Authentication, I've tested with all plugins turned off.

    7 days later
    8 days later

    Hi guys, is there anything else I can try or information I can send?

    10 days later

    Same issue here too:

    Server 2012R2
    osTicket: v1.12
    PHP 7.3.1

    Error logs look clean too. In browser / network tab in chrome don't show any errors.

    I'm stumped ?