[RESOLVED] New Teams Not Showing In Assignment Option

brianhill

Hello,

Existing osTicket install, recently upgraded to 1.12.2. Everything seems to be working fine after upgrade but now having a weird problem with creating new teams.

I have several teams already populated in osTicket, all from before the upgrade to 1.12.2. I went in this morning to add a new team and it's not showing up in the available teams when trying to assign a ticket. This is the case on the New Ticket form, and on an existing ticket trying to reassign it to a different team. None of the new teams I create are showing up.

The newly created team does show up in the admin section as an active team, and the newly created team is available to select when I'm creating a custom ticket queue. It's just not visible from the ticket assignment drop-down menu.

Any help would be appreciated.

brianhill

I've been trying to troubleshoot this for almost the past 2 weeks. Still can't seem to figure out why the newly created teams aren't showing up in the assignment menu's.

Is anyone able to help?

ntozier

Sorry i do not use teams, so I can't really help with that.

When we used to use a single Team we added it via help topic.

I'll ask a dev to take a look at this.

KevinTheJedi

@brianhill

Does the Team actually have members? Is the Team actually Enabled?

I tested this using osTicket v1.12.2 and worked as expected.

Cheers.

brianhill

KevinTheJedi Yes, the team has members.
Going to try reinstalling a fresh instance of osTicket, make sure it works on that, then import the database from the current install to the new install and see if that fixes it.

brianhill

Hello. I have done some trouble shooting and have some info here. Not sure what it means but hoping that someone can perhaps shed some light.

Created a brand new web server. Ubuntu 18.04.3 LTS, Apache 2.4, PHP 7.3, MySQL 5.7.
Install osTicket and replicate the team setup I have in my production osTicket. Teams show up fine.
Export the database from the production server
Import the production database on to the brand new test server
Issue of all the teams not showing up happens again.

So it's something to do with the database it seems.

Does anyone have any idea what in the database could be causing this? I checked the database data and it looks fine as far as I can tell. Here's a dump of the teams table.

https://pastebin.com/MdB7JhWe

Any help is appreciated.

brianhill

OK! I figured it out.

Holy crap this was a slippery one to figure out.

The problem was that the team that was not showing up, although it had an agent in it, that agent was the only one in that team, and they were set to vacation mode. So because of that the team wouldn't show up in any of the assignment selections.

I had to dig though the source code and finally found the block of code that pulled the list of teams to display in the drop-down menu's. It had an array filter to hide any teams with no active agents in them. The team I had set up had one active agent, but she was in Vacation mode. The filter also doesn't count vacation agents when determining if there is at least one active agent.

TL: DR - Teams must have at least one active agent in them, AND if the team has just one agent, that agent cannot be in Vacation mode or the team is not displayed in the assignment selection.