Ticket Thread not visible / blank

clarkbrothers

Hey Guys, I've been using OsTicket for a while now with no issues. Recently however I'm getting blank ticket threads..

I have checked logs and it seems to point to a duplicate of something in the database?
I've tried searching through the tables that it's reffering to but I'm not finding the needle in the haystack 🙁

I've recently upgraded to 1.15 stable also to see if that would resolve the issue, but no luck.

Here is an excert from the log...

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/support.xx/include/class.orm.php:1363
Stack trace:
#0 /var/www/support.xx/include/class.orm.php(606): QuerySet->one()
#1 /var/www/support.xx/include/class.thread.php(1455): VerySimpleModel::lookup(Array)
#2 /var/www/support.xx/include/class.mailfetch.php(880): ThreadEntry::lookupByEmailHeaders(Array, false)
#3 /var/www/support.xx/include/class.mailfetch.php(954): MailFetcher->createTicket(1)
#4 /var/www/support.xx/include/class.mailfetch.php(1034): MailFetcher->fetchEmails()
#5 /var/www/support.xx/include/class.cron.php(25): MailFetcher::run()
#6 /var/www/support.xx/include/class.cron.php(110): Cron::MailFetcher()
#7 /var/www/support.xx/include/api.cron.php(19): Cron::run()
#8 /var/www/suppo in /var/www/support.xx/include/class.orm.php on line 1363

ntozier

So it looks like you have two ticket threads associated with a single ticket id... which is really weird unless someone manually deleted some a ticket out of the database.

Take a look at the ticket_thread and ticket_thread_entry using the ticket id and see if you find why there is more than one thread... and delete the offending one. I think that the ticket_id correlates to the object_id in the ost_thread table.

@KevinTheJedi

clarkbrothers

Thanks for the reply, it seems all tickets are affected not just one.
New tickets seem to work ok.
There is only one entry in _thread table for each of the ticket id's.

Cheers

clarkbrothers

Be good if there was a nice easy ""purge all and start again"" option.

clarkbrothers

I'm now getting this error every time the cron job runs so it's filling my inbox up :/
PHP Fatal error: Uncaught ObjectNotUnique:

clarkbrothers

Just ended up re-installing and deleting / re-creating the database, the emails that were in the inbox of the email account were automatically re-created so that was handy.

Cheers

ntozier

So it sounds like you have resolved the issue by burning and salting the earth. 🙂 But I'm glad that you got things all set.

clarkbrothers

Yeh, be handy if there was a flush all tickets option.

ntozier

I agree. Or a third party plugin that handled it.