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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Fresh install, can't display or submit tickets

Hello,
I'm testing osTicket on a VMWare virtual machine running an up-to-date Ubuntu 12.04.4. I just did a fresh install downloading the latest files from github. I did the installation phase and it apparently went smooth.

Here are the versions of the various components:
osTicket Version     v1.9.2-2-gb746735 (b746735)
Server Software     Apache/2.2.22 (Ubuntu)
PHP Version     5.3.10-1ubuntu3.12
MySQL Version     5.5.37

I can reach the osTicket web app on my virtual machine, I can login with my administrator user, and peruse the configuration and all the dashboards. These all seem to work fine. Sadly, I'm encountering problems in creating and displaying tickets.

Right after the installation, if I try to display the first sample ticket "osTicket installed!" in the Staff Panel, I can't: the ticket list appears empty, though the top line shows "Open (1)".

I can find no PHP errors in /var/log/apache2/error.log and no MySQL errors in its logs.
Every time I try to display tickets in the Staff Panel, a new osTicket log appears, and they all look like this:

DB Error #1054

[SELECT ticket.ticket_id, tlock.lock_id, ticket.`number`, ticket.dept_id, ticket.staff_id, ticket.team_id , user.name , email.address as email, dept.dept_name , ticket.status, ticket.source, ticket.isoverdue, ticket.isanswered, ticket.created , IF(ticket.duedate IS NULL, IF(sla.id IS NULL, NULL, DATE_ADD(ticket.created, INTERVAL sla.grace_period HOUR)), ticket.duedate) as duedate , CAST(GREATEST(IFNULL(ticket.lastmessage, 0), IFNULL(ticket.closed, 0), IFNULL(ticket.reopened, 0), ticket.created) as datetime) as effective_date , CONCAT_WS(" ", staff.firstname, staff.lastname) as staff, team.name as team , IF(staff.staff_id IS NULL, team.name, CONCAT_WS(" ", staff.lastname, staff.firstname)) as assigned , IF(ptopic.topic_pid IS NULL, topic.topic, CONCAT_WS(" / ", ptopic.topic, topic.topic)) as helptopic , cdata.priority_id, cdata.subject, pri.priority_desc, pri.priority_color FROM ost_ticket ticket LEFT JOIN ost_user user ON user.id = ticket.user_id LEFT JOIN ost_user_email email ON user.id = email.user_id LEFT JOIN ost_department dept ON ticket.dept_id=dept.dept_id LEFT JOIN ost_ticket_lock tlock ON (ticket.ticket_id=tlock.ticket_id AND tlock.expire>NOW() AND tlock.staff_id!=1) LEFT JOIN ost_staff staff ON (ticket.staff_id=staff.staff_id) LEFT JOIN ost_team team ON (ticket.team_id=team.team_id) LEFT JOIN ost_sla sla ON (ticket.sla_id=sla.id AND sla.isactive=1) LEFT JOIN ost_help_topic topic ON (ticket.topic_id=topic.topic_id) LEFT JOIN ost_help_topic ptopic ON (ptopic.topic_id=topic.topic_pid) LEFT JOIN ost_ticket__cdata cdata ON (cdata.ticket_id = ticket.ticket_id) LEFT JOIN ost_ticket_priority pri ON (pri.priority_id = cdata.priority_id) WHERE ( ( ticket.staff_id=1 AND ticket.status="open") OR ticket.dept_id IN (1, 2, 3) ) AND ticket.status='open' AND ticket.isanswered=0 ORDER BY pri.priority_urgency ASC, effective_date DESC, ticket.created DESC LIMIT 0, 25] Unknown column 'cdata.priority_id' in 'field list'

---- Backtrace ----
#0 (root)/include/mysqli.php(169): osTicket->logDBError('DB Error #1054', '[SELECT ticket....')
#1 (root)/include/staff/tickets.inc.php(254): db_query('SELECT ticket.t...')
#2 (root)/scp/tickets.php(633): require_once('/opt/var/www/ht...')
#3 (root)/scp/index.php(17): require('/opt/var/www/ht...')
#4 {main}
Log Date: Tue, Jul 8 2014 8:21am IP Address: 127.0.0.1

The message "Unknown column 'cdata.priority_id' in 'field list'" is correct: there's no column named priority_id in table ost_ticket__cdata.

I also cannot create a new ticket. If I try to submit a new ticket, I get this error message in the web page: "Missing or invalid data - check the errors and try again". But there are no other error messages and the three mandatory fields (Topic, email and problem summary) are all filled. When this happens, I can find no error log at all anywhere. There are a few posts about this error in the forum, but they all appear to be related to all versions so they don't help me.

Do you have any suggestions to troubleshoot these issues?

Thanks, kind regards.
--
M

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Comments

  • Please download the files from http://osticket.com/download and install using them.  Please let us know if you encounter the same problems.  Thank you.
  • Hello,
    the "DB Error #1054" seems to have been solved using the package downloaded from the website.

    The problem with posting a new ticket seems to go away if in the setup I select the English language instead of the Italian one. Then, the new ticket webpage shows a few more fields, two of them mandatory.

    Thanks for your help. Kind regards.
    --
    M
    Italian.png
    845 x 528 - 58K
    English.png
    841 x 549 - 71K
  • Language support is in phase 2 of 3, and is not ready for nor should it be used in production.
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