Upgrade 1.9.7 to 1.15

jmaitref

Hello,
This morning I ran the upgrade from 1.9.7 using PHP 5.6 to 1.15 using PHP 7.4. In doing so I am seeing previously open tickets completely missing from the SQL database after upgrading. New tickets can be added and show up correctly.

I've checked the role assignments/teams/visibility settings and all of those are fully open/visible.

I ran a couple queries checking the ost_ticket and ost_thread_entry tables and cannot find entries that were there in the 1.9.6 database that are no longer there in the 1.15.

Everything else seems functional and there were no visible errors during the upgrade.

Is there any known issues or potential bugs that would cause this, and is there a good way to export the missing tickets from the backup of 1.9.7 and import them back into 1.15?

Any help/guidance on the issue would be greatly appreciated.

OS: Windows 2008 R2 running IIS 7 (old yes, I know)

ntozier

When you say that you are seeing previous tickets missing from the database do you mean literally all of them?

jmaitref

ntozier As far as I can tell, it looks like anything that was previously marked open, is completely gone from the database post upgrade. I do see a number of them still there, but they are all marked closed and were significantly older.

ntozier

As a test can you grant your Agent account access to every department and team that you have in your support site, and then see if you feel tickets are missing.

jmaitref

Yes, they are definitely missing. I have granted the agent account full access to departments and teams. I then confirmed further by doing a query for the ticket number in the SQL database and there are no records matching. There are records from closed ones, but not what was open before the upgrade.

ntozier

I'm going to ask a dev to take a look at this thread.

But never in my 10+ years of using this product and 100s of times upgrading various sites have I ever seen tickets disappear from the database, that being said I have not upgraded to 1.15 yet.

jmaitref

Thanks, I am happy to provide DB exports or some step by step. I was also going to restore the server backup and try a fresh upgrade just to see if it is reproducible easily.