Need several click for opening certain ticket

sreerajp

For us some of the tickets are not loading. We have to click four or five times for that particular ticket page to load. The browser is showing connection reset error. the following is the error we are getting. This is happening only for some tickets that also created using email.

GET http://<serveraddrss>/scp/tickets.php?id=32385 net::ERR_CONNECTION_RESET 200 (OK)
locationReplace @ /js/jquery.pjax.js?cb6766e:399
options.error @ /js/jquery.pjax.js?cb6766e:247
c @ /js/jquery-3.5.1.min.js?cb6766e:2
fireWith @ /js/jquery-3.5.1.min.js?cb6766e:2
l @ /js/jquery-3.5.1.min.js?cb6766e:2
(anonymous) @ /js/jquery-3.5.1.min.js?cb6766e:2
error (async)
send @ /js/jquery-3.5.1.min.js?cb6766e:2
ajax @ /js/jquery-3.5.1.min.js?cb6766e:2
pjax @ /js/jquery.pjax.js?cb6766e:360
handleClick @ /js/jquery.pjax.js?cb6766e:93
(anonymous) @ /scp/js/scp.js?cb6766e:1150
dispatch @ /js/jquery-3.5.1.min.js?cb6766e:2
v.handle @ /js/jquery-3.5.1.min.js?cb6766e:2

sreerajp

What we do is
Click on the ticket in the ticket list
"The connection was reset" page will come
Click on back button in browser
Again will click on the ticket.

Will repeat the above process 3 to 4 time. The the ticket page will open

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)
PHP Errors?
[unknown] webserver errors?

sreerajp

No PHP Errors

No error in Apache Log

Also these tickets won't show preview when we place cursor over ticket ID

sreerajp

Screenshot of no preview

ntozier

Either you have error logging disabled in multiple places or there is something being logged somewhere.
I would recommend that you make sure logging is on and then see if something is getting logged.

On the last image you should be able to open the browser console window to see any console related errors.

sreerajp

Browser Console When opening the ticket

sreerajp

This is the apache error log. I have changed the client ip and server name from the entries

[root@<server name> httpd]# tail -f error_log 
[Wed Aug 18 12:18:56.417952 2021] [authz_core:debug] [pid 6090] mod_authz_core.c(809): [client <client ip>:62497] AH01626: authorization result of Require all granted: granted, referer: http://<server name>/css/font-awesome.min.css?cb6766e
[Wed Aug 18 12:18:56.417966 2021] [authz_core:debug] [pid 6090] mod_authz_core.c(809): [client <client ip>:62497] AH01626: authorization result of <RequireAny>: granted, referer: http://<server name>/css/font-awesome.min.css?cb6766e
...
[Wed Aug 18 12:19:38.815441 2021] [authz_core:debug] [pid 6030] mod_authz_core.c(809): [client <client ip>:62502] AH01626: authorization result of Require all granted: granted, referer: http://<server name>/scp/tickets.php?id=33156
[Wed Aug 18 12:19:38.815468 2021] [authz_core:debug] [pid 6030] mod_authz_core.c(809): [client <client ip>:62502] AH01626: authorization result of <RequireAny>: granted, referer: http://<server name>/scp/tickets.php?id=33156
...
[Wed Aug 18 12:19:38.845676 2021] [authz_core:debug] [pid 6032] mod_authz_core.c(809): [client <client ip>:62504] AH01626: authorization result of Require all granted: granted, referer: http://<server name>/css/font-awesome.min.css?cb6766e
[Wed Aug 18 12:19:38.845687 2021] [authz_core:debug] [pid 6032] mod_authz_core.c(809): [client <client ip>:62504] AH01626: authorization result of <RequireAny>: granted, referer: http://<server name>/css/font-awesome.min.css?cb6766e

KevinTheJedi

@sreerajp

None of the logs you've provided are useful/helpful. You'll need to check all error logs for any related errors (general server logs, Apache ERROR logs, PHP ERROR logs, MySQL ERROR logs, osTicket system logs, browser console and network tab).

Without any errors it will be near impossible to debug.

Cheers.

sreerajp

I have given you Apache error log content, browser console screenshot (as this forum doesn't support uploading har files). Now even though I have enabled error log for PHP no such log is getting created. Now where can I find OSticket error log? How can I enable debug mode in OSTicket? I searched google and couldn't find any information about those.

Please help on that.

ntozier

sreerajp Now where can I find OSticket error log?

Admin panel -> Dashboard -> System Logs

sreerajp How can I enable debug mode in OSTicket?

Admin panel -> Settings -> System
see
Default Log Level:
Purge Logs

sreerajp

Nothing coming in Dashboard. It is just showing autocron and cronjob and some ticket denied due to ticket filter rule. That is all