[resolved] Merge Tickets and Link Tickets not working

dylanmartinez701

Hi everyone,

I need some help on how to resolve the merging of tickets and linking of tickets. After I've updated it to the latest version the merge and link feature is no longer working.

Osticket Version: v1.14.3
Web Server Software: Apache
MySQL Version: 10.3.22
PHP Version 7.4.11

These features help a lot to merge existing tickets with same subject and recipients.

Please adivse. Thanks.

regards,
Dy

ntozier

osTicket does not officially support PHP 7.4 at this time. You might try downgrading to 7.3.

Also

dylanmartinez701 I need some help on how to resolve the merging of tickets and linking of tickets. After I've updated it to the latest version the merge and link feature is no longer working.

This is sorta like driving your car to the mechanic and when asked why you are dropping it off saying "it's not working". You literally just drove it to the mechanic yet you have not described what you mean by "no longer working". Are you getting any errors in your error logs (osticket, php, apache, mysql/marisdb, etc.)? What is it doing? Does the screen display any information? Do you not see the buttons to initiate the link or merge? Please provide us with some more details or no one here will be able to assist you.

dylanmartinez701

ntozier Thanks for the feedback ntozier. Let me try to downgrade and let you know.

dylanmartinez701

ntozier Buttons of Link and Merge are available in the agent panel. However if I try to add the ticket to be linked or merge and then add the button, it's not adding, no changes done. I haven't received any error as well.

dylanmartinez701

ntozier Thanks again for helping to resolve my encountered issue. I tried already to change and downgrade the PHP version to 7.3 but it's still not working. I added the ticket number to be merged in the Parent Ticket and when clicked the Add a Ticket button, the child ticket is not adding up into the list even when I click the Save changes button, there's no added thread of the child ticket.

dylanmartinez701

Please note that merge and link ticket are enabled in the Admin Panel under Role permission.

ntozier

So when i merge two tickets I click the check box to the left of them in the queue, and click Merge. It sounds like you're trying to do it differently... can you try from the Queue and let me know how it works out?

Also as a side note I asked the devs to take a look at this thread to see if they see anything that I don't.

KevinTheJedi

@dylanmartinez701

I am unable to replicate your issue so there must be an error somewhere. Please check again for any related errors in the error logs (Server logs, Apache error logs, PHP error logs, MySQL/MariaDB error logs, osTicket system logs, Browser Console logs). If you perform an action like merging/linking and nothing happens then typically an error will be thrown somewhere. I’d also suggest pulling latest develop from GitHub and testing that to see if this has already been addressed.

Cheers.

frozensweeping

I'm having the same issue running v1.14.3 and PHP v7.3.18. I can try testing the latest develop branch tomorrow, but here's what info I can provide at this point.

I've tried in both Firefox and Chrome, and both show errors in the console after clicking the "Add a ticket" button from either the Merge Tickets or Link Tickets modal on a ticket detail view.

Uncaught TypeError: ticket_id is undefined
    onclick https://XXX/scp/tickets.php?id=604:25

If I set a breakpoint, I can see this is coming from the inOriginalIds = ids.includes(ticket_id.toString()); line in include/staff/templates/merge-tickets.tmpl.php

frozensweeping

@dylanmartinez701 As a workaround, I'm still able to merge/link from the ticket queue/list screen. Select 2 or more tickets, then click either the Link or Merge button. You could try that for now.

frozensweeping

Further research ... this was fixed in August in this commit: https://github.com/osTicket/osTicket/commit/bffac981a5f95937a0f349cbe841a7b104ebd720#diff-dd48eb9706dbd1255bccdad6b759f0903d3c08c609a0f0ae5e401f6524964ec1

I applied the change to my local copy and it's working now.

ntozier

/high5
I completely forgot about that PR.

I'll mark this thread as resolved and close the thread. Please start a new thread if you have a another issue, question, etc.