Problem with viewing tickets - new installation of 1.6.4

[MikeW]

Hi Victor,

After the UTF-8 problems I had before, I thought I'd install 1.6.4 afresh, with a brand-new database. This I did.

All went well, until I sent a test message into the mail account. It got pulled out and became a new ticket, but when I try to view the ticket on the GUI, I get an error displayed: "Error: Check failed: priority cannot be empty".

The page does diplay the subject & sender of the ticket, followed by the 4 drop-down boxes for Queue, Status (value New), Priority (value Normal), and Owner (blank).

The "Delete ticket" button is displayed to the right of the boxes, and the error appears on the next line.

The ticket content is missing entirely.

This time I turned debug on, and tried the SQL statements, but all appeared to be working normally.

The problem also appears when I try to "Add Ticket" in the GUI - the error appears at the bottom of the screen, below the various fields to create the ticket. If I hit "Send" or "Send and Resolve", the error is displayed at the top-centre of the screen.

Cheers,

Mike

The problem also appears when I try to "Add Ticket" in the GUI - the error appears at the bottom of the screen, below the various fields to create the ticket. If I hit "Send" or "Send and Resolve", the error is displayed at the top-centre of the screen.

This last part doesn't seem to have stopped the tickets from being created each time - the tickets now appear in the list, and the outbound emails were sent.

Mike

[MikeW]

More on this one:
After the UTF-8 problems I had before, I thought I'd install 1.6.4 afresh, with a brand-new database.
To double-check the problem, I did it all again using 1.6.2 as a basis. I chose that in preference, as it looked like priorities were changed in 1.6.3.

This version works just fine.

Note that the only thing I do different from the installation instructions is that I create the database as a deliberate UTF-8 one:
create database <name> character set utf8;

However, I specified the charset for both databases.

Mike

[vzeman]

I will review the create.sql script
Maybe there is any wrong setting of priority column.
Tomorrow we will release a new version, where should be fixed this issue

[vzeman]

Quick solution for bug in release 1.6.4:

Please execute in your database following sql statement:
ALTER TABLE `displayed_tickets` DROP `priority`
ALTER TABLE `ticket_words` DROP `priority`


We had problem in our database design tool, which generated this extra column in version 1.6.4.

In version 1.6.5 or higher this bug will be fixed.
We will release fixed version today.

Quick solution for bug in release 1.6.4:

Please execute in your database following sql statement:
ALTER TABLE `displayed_tickets` DROP `priority`
ALTER TABLE `ticket_words` DROP `priority`


Thanks for the fix - that worked perfectly on the existing 1.6.4 install!

Mike

[JP]

I'm noticing this same bug in the newly released 2.0.6. When viewing a ticket the same problem occures. The bottom ticket information is missing, but the header is there.

HELP.

[vzeman]

Can you send me access to your installation as administrator to support@qualityunit.com ?

I believe, you just did any mistake during update, because nobody else reported such problem.

Thank you.

Viktor