Hello,

I cannot see, from the web interface (for example: from osticket.mywebsite.com/scp), the content of the ticket if the ticket is opened via email.

While if the ticket is opened from the web console (for example by accessing osticket.mywebsite.com) the ticket content is visible.
Is it my fault ? Or is there a way to see the content of the email in web console ?

Can you help me to understand ?

Thanks Marcello

The buttons highlighted in red are not available in the case of tickets opened via email

Looks like your emailed ticket is being created in a department that your Agent account does not have access to.

Thanks for your reply. departement seem like correct

Interesting. Can you post your server environment details?

You can post a screen shot of Admin panel -> Dashboard -> Information

    Any news ?

    Thanks Marcello

    @marbet

    You will need to post a screenshot of the ticket that does not show the buttons. Like @ntozier said you most likely don't have access to that Ticket's Department or it has been transferred to a Department in which you don't have access to. If it has been transferred outside your Department but your Department maintains Referral access it will give you Read-Only permissions for that ticket.

    Cheers.

      KevinTheJedi is the second post and the third post indicated that I have full access to Support Dept.

        @marbet

        But I can't confirm that the ticket not showing those buttons are under the same department...we would need a screenshot of the ticket's header that isn't working to confirm the Department is in-fact Support.

        Cheers.

          25 days later

          ntozier Sorry ntozier,
          do you have any new or solutions ?
          Regards

            KevinTheJedi
            Sorry Kevin,
            is it not clear what do you mean ?
            The problem remains and there seems to be no solution. Regards

              @marbet

              So are you saying you can view the ticket but when you do it doesn’t show the thread? If so you need to check all error logs for related errors (server logs, apache error logs, PHP error logs, MySQL error logs, osTicket system logs, browser console logs).

              Cheers.

                KevinTheJedi

                [Fri Dec 04 11:39:37.260107 2020] [php7:warn] [pid 26710] [client xxx.xxx.xxx.xxx:2828] PHP Warning:  strtotime() expects parameter 1 to be string, object given in /var/www/osticket/include/class.lock.php on line 66, referer: https://help.xxxxxx.info/scp/tickets.php?id=66

[Fri Dec 04 11:40:07.681542 2020] [php7:error] [pid 26816] [client xxx.xxx.xxx.xxx:2844] 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/osticket/include/class.orm.php:1363                                      \n
Stack trace:\n
#0 /var/www/osticket/include/class.orm.php(606): QuerySet->one()\n
#1 /var/www/osticket/include/staff/templates/thread-entries.tmpl.php(37): VerySimpleModel::lookup(Array)\n
#2 /var/www/osticket/include/class.thread.php(415): include('/var/www/ostick...')\n
#3 /var/www/osticket/include/staff/ticket-view.inc.php(773): Thread->render(Array, Array)\n
#4 /var/www/osticket/scp/tickets.php(560): require_once('/var/www/ostick...')\n
#5 {main}\nthrown in /var/www/osticket/include/class.orm.php on line 1363

                Edited By - TheJediKev

                  @marbet

                  Ahh, you need to login to the database, go to the ost_thread_entry_email table, and look for records with duplicate thread_entry_id values. You need to figure out which one is not needed and delete it.

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

                  Once you do this you should be able to view the ticket thread. If you run into the same error, repeat the steps until there are no duplicates.

                  Cheers.

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