Ticket unavailable

pitrickzul

Hello, i recently upgraded to 1.15.2 and i'm starting to get tickets that when you click on them, nothing happens, they don't load or when they do, you don't see the content besides the top banner.

Anyone know what's going on?

ntozier

You are running a webserver (NGINX) that is not supported with osTicket. While you can make it work it does need some configuration tweaking. That being said I do not think that this is the problem that you are experiencing at this time.

It looks like one of the queries that display the ticket is crashing. You will need to look at your PHP error logs and MySQL error logs to see what is going on.

pitrickzul

so i checked my DB trying to find what was different than the other tickets and for those tickets, there isn't a "Estimated due date".

So i manually added in in the DB, reloaded the page and the ticket is loading again. Now why would the ticket not have a due date when there's a default SLA?

pitrickzul

as for nginx, we've been running osticket for over a year without any issues or tweaked to be honest, i used nginx because i know it more.

What could be the potential issues, i don't mind swapping to Apache if it's that critical

ntozier

While playing around with the new system did someone delete all the SLAs at some point and then make some tickets?

pitrickzul

No. nothing has been touched for over a year (since deployment), i am the only one with access to admin settings. Can i extract something to help find the issue?

Here's a screenshot of the SLAs, the last updated field shows last year

ntozier

Can you run this Query and post the results?
``SELECT * FROM ost_sla`

And then run this:
SELECT sla_id FROM ost_ticket WHERE number='T-391858'

Actually re-looking at this again I dont think that this is SLA related.
Date d'echeance is Close Date. I presume this ticket has not been closed.
The next thing that it should display is Help Topic.
So let's take a look at that instead...

SELECT topic_id FROM ost_ticket WHERE number='T-391858'
and then use the topic_id from this query in the next one instead of #.
``SELECT topic,sla_id_ FROM ost_help_topic WHERE topic_id=#`

KevinTheJedi

@pitrickzul

There should be a related, fatal error in the Apache error logs, PHP error logs, and/or MySQL error logs. Please find this and report back to us.

Cheers.