@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.

@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.

@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.

@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.