Cant see ticket content

deepak_22777

PHP Fatal error: Uncaught ObjectNotUnique: One object was expected; however multiple objects in the database matched the query. In fact, there are 2 matching objects. in /var/www/html/.../upload/include/class.orm.php:1363
Stack trace:
#0 /var/www/html/.../upload/include/class.orm.php(606): QuerySet->one()
#1 /var/www/html/.../upload/include/staff/templates/thread-entries.tmpl.php(37): VerySimpleModel::lookup(Array)
#2 /var/www/html/.../upload/include/class.thread.php(415): include('/var/www/html/q...')
#3 /var/www/html/.../upload/include/staff/ticket-view.inc.php(766): Thread->render(Array, Array)
#4 /var/www/html/.../upload/scp/tickets.php(541): require_once('/var/www/html/q...')
#5 {main}
thrown in /var/www/html/.../upload/include/class.orm.php on line 1363

PavelH

You have multiple entries in DB, where you should only have one.
Admin panel -> Manage -> Lists. Are there two "Ticket Statuses" there?

deepak_22777

Negative. Screenshot attached.

PavelH

Then I think, you need look up in ost_thread table for thread records with the same object_id and object_type.

deepak_22777

No duplicate object_id found in ost_thread. Last Message time stamp is today but nothing visible in ticket!
Check the ticket created time stamp as well, thats unique too.

KevinTheJedi

@deepak_22777

You have duplicate thread_entry records. I have no idea how that was accomplished. I’ve seen duplicate thread records but never duplicate entry records.

You will need to go to the database, go to the ost_thread_entry table, find the duplicate entries and remove some of the duplicates.

Cheers.

SaschaH

KevinTheJedi

How do you define a duplicate ?

SaschaH

It seems to me that the system does not fetch the emails correct. If I delete a ticket, it will appear again after some minutes. Maybe thats the reason that duplicates a generated ?!

KevinTheJedi

@SaschaH

Looking at the error message the OP posted, it’s says it’s calling VerySimpleModel::lookup() in include/staff/templates/thread-entries.tmpl.php on line 37. On line 37 you’ll see we call ThreadEntry::lookup($entry->id); which is what calls VerySimpleModel::lookup(). We pass $entry->id which means we are going to lookup a ThreadEntry object by it’s primary key which in this case is id. So with this knowledge we can assume the duplicate records will have matching id values in the ost_thread_entry table.

Cheers.

SaschaH

KevinTheJedi

I did execute to find the duplicates

SELECT 
    id, 
    COUNT(id)
FROM
    ost_thread_entry
GROUP BY id
HAVING COUNT(id) > 1;

With no result, so it must be something different. I have the same error in my logs likedeepak

KevinTheJedi

@SaschaH

I looked a bit deeper into this and the same error can occur when you have duplicate ost_thread_entry_email records. Update your query to the following and I'm sure you'll find the duplicates there:

SELECT 
    id, 
    COUNT(id)
FROM
    ost_thread_entry_email
GROUP BY id
HAVING COUNT(id) > 1;

Cheers.

SaschaH

KevinTheJedi

unfortunately not the case in my DB.

I tested it for all ost_thread.... tables

KevinTheJedi

@SaschaH

Sorry, this is the correct query:

SELECT 
    thread_entry_id, 
    COUNT(thread_entry_id)
FROM
    ost_thread_entry_email
GROUP BY thread_entry_id
HAVING COUNT(thread_entry_id) > 1;

Cheers.

SaschaH

@KevinTheJedi

Thank you that seemed to fix that part.

I executed following queries

Backup table

CREATE TABLE ost_thread_entry_email_backup 
SELECT * 
FROM
    ost_thread_entry_email

Clean up duplicates

DELETE t1 FROM ost_thread_entry_email t1
INNER JOIN ost_thread_entry_email t2 
WHERE 
    t1.id < t2.id AND 
    t1.thread_entry_id = t2.thread_entry_id;

I will check why I was not able to delete tickets. Maybe this was fixed with this fix as well.

SaschaH

@KevinTheJedi

It happened again. I have again duplicate entries in ost_thread_entry_email

KevinTheJedi

@SaschaH

Then you probably have some records that were not properly deleted and I assume the server has been restarted or at least MySQL so the auto-increment value was set to the last available value which matches an old record that was not deleted properly. This has been explained in many other threads like:

https://forum.osticket.com/d/97438-ticket-deletet-befor-openend/6

You can only upgrade to MySQL 8.0+ and cleanup duplicates as you go along. Once you've cleaned all duplicates and upgrade to MySQL 8.0 this shouldn't happen again as the auto-increment value will be persisted instead of restarting at the last available value.

Here is a good read on the MySQL issue:

https://dalibornasevic.com/posts/72-auto-increment-counter-not-persisted-on-disk-with-innodb

Cheers.