v1.12.3 (bcf1a6f) Does not load open tickets on the screen

[ottogiraldo]

Regards:

In days past from one moment to another Osticket does not load open tickets on the screen. However, the configuration is as follows:

osTicket Version | v1.12.3 (bcf1a6f) — Up to date
Web Server Software | Apache
MySQL Version | 10.3.20
PHP Version | 7.0.33

PHP.INI => memory_limit = -1, post_max_size = 8M

In system logs shows the following records:

DB Error #1064

[SELECT COUNT() FROM (SELECT A1.ticket_id FROM eticosin_ticket A1 WHERE ) __] You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') __' at line 1
---- Backtrace ----
#0 (root)/include/mysqli.php(199): osTicket->logDBError('DB Error #1064', '[SELECT COUNT(...')
..."

y " [SELECT COUNT(DISTINCT CASE WHEN THEN A1.ticket_id END) AS q15, COUNT(DISTINCT CASE WHEN THEN A1.ticket_id END) AS q16,..."

I appreciate if you can help me, since Osticket has been a very useful application and I have been working for 3 years without problems.

Thank you very much for your attention and help.

[JediKev]

@ottogiraldo

You have to paste the full error. You just need to delete a queue but we need to figure out which one.

Cheers.

[ottogiraldo]

In system logs:

• Registro 1 -
  DB Error Can not specify a IMAP folder for saving messages. #1064

[SELECT COUNT(*) FROM (SELECT A1.ticket_id FROM eticosin_ticket A1 WHERE ) __] You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near ') __' at line 1

---- Backtrace ----
#0 (root)/include/mysqli.php(199): osTicket->logDBError('DB Error #1064', '[SELECT COUNT(...')
#1 (root)/include/class.orm.php(3455): db_query('SELECT COUNT()...', true, true)
#2 (root)/include/class.orm.php(3511): MySqlExecutor->execute()
#3 (root)/include/class.orm.php(2941): MySqlExecutor->getRow()
#4 (root)/include/class.orm.php(1372): MySqlCompiler->compileCount(Object(QuerySet))
#5 (root)/include/class.search.php(857): QuerySet->count()
#6 (root)/include/class.search.php(928): SavedQueue->getTotal()
#7 (root)/include/class.search.php(865): SavedQueue::counts(Object(StaffSession), true)
#8 (root)/include/staff/templates/queue-tickets.tmpl.php(102): SavedQueue->getCount(Object(StaffSession))
#9 (root)/scp/tickets.php(531): require_once('/home/eticosin/...')
#10 (root)/scp/index.php(17): require('/home/eticosin/...')
#11 {main}

---

• Registro 2 -

DB Error #1064

[SELECT COUNT(DISTINCT CASE WHEN THEN A1.ticket_id END) AS q15, COUNT(DISTINCT CASE WHEN THEN A1.ticket_id END) AS q16, COUNT(DISTINCT CASE WHEN A1.staff_id IN (8) AND A1.topic_id = 12 THEN A1.ticket_id END) AS q17, COUNT(DISTINCT CASE WHEN A1.topic_id = 12 THEN A1.ticket_id END) AS q18, COUNT(DISTINCT CASE WHEN A1.topic_id = 12 THEN A1.ticket_id END) AS q21, COUNT(DISTINCT CASE WHEN A1.topic_id = 13 THEN A1.ticket_id END) AS q22, COUNT(DISTINCT CASE WHEN A1.topic_id = 12 THEN A1.ticket_id END) AS q24, COUNT(DISTINCT CASE WHEN A1.topic_id = 12 THEN A1.ticket_id END) AS q25, COUNT(DISTINCT CASE WHEN A2.state = 'open' THEN A1.ticket_id END) AS q1, COUNT(DISTINCT CASE WHEN A2.state = 'open' AND A2.state = 'open' AND A1.isanswered = '0' THEN A1.ticket_id END) AS q2, COUNT(DISTINCT CASE WHEN (A1.team_id IN (1) OR A1.staff_id IN (10)) AND A2.state = 'open' AND (A1.team_id IN (1) OR A1.staff_id IN (10)) AND A2.state = 'open' AND A1.staff_id IN (10) THEN A1.ticket_id END) AS q6, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2019-11-15 05:00:00' AND '2019-11-16 04:59:59' THEN A1.ticket_id END) AS q9, COUNT(DISTINCT CASE WHEN A2.state = 'open' AND A2.state = 'open' AND A1.isanswered = '1' THEN A1.ticket_id END) AS q3, COUNT(DISTINCT CASE WHEN (A1.team_id IN (1) OR A1.staff_id IN (10)) AND A2.state = 'open' AND (A1.team_id IN (1) OR A1.staff_id IN (10)) AND A2.state = 'open' AND NOT A1.staff_id IN (10) THEN A1.ticket_id END) AS q7, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2019-11-14 05:00:00' AND '2019-11-15 04:59:59' THEN A1.ticket_id END) AS q10, COUNT(DISTINCT CASE WHEN A2.state = 'open' AND A2.state = 'open' AND A1.isoverdue = '1' THEN A1.ticket_id END) AS q4, COUNT(DISTINCT CASE WHEN (A1.team_id IN (1) OR A1.staff_id IN (10)) AND A2.state = 'open' THEN A1.ticket_id END) AS q5, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2019-11-11 05:00:00' AND '2019-11-18 04:59:59' THEN A1.ticket_id END) AS q11, COUNT(DISTINCT CASE WHEN A2.state = 'closed' THEN A1.ticket_id END) AS q8, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2019-11-01 05:00:00' AND '2019-12-01 04:59:59' THEN A1.ticket_id END) AS q12, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2019-10-01 05:00:00' AND '2020-01-01 04:59:59' THEN A1.ticket_id END) AS q13, COUNT(DISTINCT CASE WHEN A2.state = 'closed' AND A2.state = 'closed' AND A1.closed BETWEEN '2019-01-01 05:00:00' AND '2020-01-01 04:59:59' THEN A1.ticket_id END) AS q14 FROM eticosin_ticket A1 JOIN eticosin_ticket_status A2 ON (A1.status_id = A2.id) LEFT JOIN eticosin_thread A3 ON (A3.object_type = 'T' AND A1.ticket_id = A3.object_id) LEFT JOIN eticosin_thread_referral A4 ON (A3.id = A4.thread_id) LEFT JOIN eticosin_staff A5 ON (A4.object_type = 'S' AND A4.object_id = A5.staff_id) LEFT JOIN eticosin_team A6 ON (A4.object_type = 'E' AND A4.object_id = A6.team_id) LEFT JOIN eticosin_department A7 ON (A4.object_type = 'D' AND A4.object_id = A7.id) WHERE (A2.state = 'open' AND (A1.staff_id = 10 OR A5.staff_id = 10 OR A1.team_id IN (1) OR A6.team_id IN (1))) OR (A2.state IN ('open', 'closed') AND (A1.dept_id IN (1, 4, 5, 6) OR A7.id IN (1, 4, 5, 6)))] You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near 'THEN A1.ticket_id END) AS q15, COUNT(DISTINCT CASE WHEN THEN A1.ticket_id' at line 1

---- Backtrace ----
#0 (root)/include/mysqli.php(199): osTicket->logDBError('DB Error #1064', '[SELECT COUNT(D...')
#1 (root)/include/class.orm.php(3455): db_query('SELECT COUNT(DI...', true, true)
#2 (root)/include/class.orm.php(3502): MySqlExecutor->execute()
#3 (root)/include/class.orm.php(2085): MySqlExecutor->getArray()
#4 (root)/include/class.orm.php(2035): HashArrayIterator->{closure}()
#5 (root)/include/class.orm.php(2014): CallbackSimpleIterator->next()
#6 (root)/include/class.orm.php(2023): CallbackSimpleIterator->rewind()
#7 (root)/include/class.orm.php(1695): CallbackSimpleIterator->valid()
#8 (root)/include/class.orm.php(1705): CachedResultSet->fillTo(9223372036854775807)
#9 (root)/include/class.orm.php(1328): CachedResultSet->asArray()
#10 (root)/include/class.orm.php(1351): QuerySet->all()
#11 (root)/include/class.search.php(925): QuerySet->one()
#12 (root)/include/class.search.php(865): SavedQueue::counts(Object(StaffSession), true)
#13 (root)/include/staff/templates/queue-tickets.tmpl.php(102): SavedQueue->getCount(Object(StaffSession))
#14 (root)/scp/tickets.php(531): require_once('/home/eticosin/...')
#15 (root)/scp/index.php(17): require('/home/eticosin/...')
#16 {main}

[JediKev]

@ottogiraldo

The first error is not complete for some reason so I can’t say what queue in particular that’s complaining about. As for the second error you need to go to eticosin_queue table and delete queues with id of 15 and 16.

You can take a backup of the table if you wish before deleting the two queues.

Cheers.