New ticket submission isn't working correctly :(

[uziel171]

Script URL: http://helpdesk.pantherex.co.uk
Version of script: 2.1
Hosting company: At home
URL of phpinfo.php: http://helpdesk.pantherex.co.uk/phpinfo.php
URL of session_test.php: http://helpdesk.pantherex.co.uk/session_test.php
What terms did you try when SEARCHING for a solution:
New ticket crash, new ticket hang, create ticket hangs
Write your message below:

Im completly stumped with this, if all the services are started fresh (php, MYSQL & Apache, the new ticket creation interface works a treat. It brings up all the fields, submits it correctly and sends out the E-Mail.
If you now go straight and create another new ticket it still works. However, if you open it in a new window and try to create a ticket (as a different customer would theoretically) it just hangs on the main page indefinitley. I've been through all the error logs for each service (of which there are none) I've fixed some PHP function deprecated errors but that hasnt fixed it either.

If anyone has seen this before or can help me that would be great.

thanks

Uziel

[dragonbeast]

Hi there,

did you manage to find the source of this problem? I am experiencing the same. Running multiple databases and sites but only have a problem with the submission. When I restart apache I can create 1 ticket. After that the same problem. I completely reinstalled it. Deleted the database, created a new database.
Same problem.

Thanks

Timo

[Klemen]

Turn on debug mode in Hesk settings - do you get any error messages when submitting a ticket?

[dragonbeast]

Hi there,

debug mode is on. Completely reinstalled. Created new database.
first creation of ticket goes perfectly.
When that's done and I try to create a second ticket it just keeps hanging after I click the link Submit a new Ticket.
No error received, just keeps loading.

I have restarted apache and left it as is. If you go to the site and create a ticket, then try again you will see what I mean.
http://helpdesk.dragonbeast.com

Thanks.

Timo

[demonic69]

Hi there

Are you using WAMP by any chance? I've just had to rebuild my hesk server to IIS because wamp caused the same issue. I think it's a problem with MYSQL but there's no real way to know.

[Klemen]

I'm using wamp and don't have any issues with it.

[dragonbeast]

Hi there,

at the moment I am running with xampp.
I take it there's not a lot of difference between the 2 though.

Timo

[captscroggins]

Hi Klemen I am having the same problem as original poster. Mine has been working fine for a few years. I turned on debug and got the following message. I had this happen a year or two ago and I think I fixed it in MYSQL but cannot find my documentation. I think I am due to buy you another beer anyways . I am on 2.4.1, I know there is newer version but this one has been working great for me.

Fatal error: Maximum execution time of 30 seconds exceeded in C:\xampp\htdocs\Hesk\inc\email_functions.inc.php on line 299

I thought maybe it was having trouble getting to our mailserver but we are getting the ticket submission and response emails, it just seems to hang on ticket submission and ticket reply. All other aspects of Help Desk are working fine. I also have another Help Desk on another server with similar PHP/MySQL settings (running Xampp package on Win2003) and it is fine.

Thanks,
Joe

[Klemen]

No idea why ob_get_contents() would take so long to terminate the script.

You might want to try changing

Code: Select all

$tmp = trim(ob_get_contents());

to

Code: Select all

$tmp = '';

to see if the script works fine anyway.

Or you can try changing the max_execution_time value in your php.ini file to say 180 and see how it goes.

[captscroggins]

Thanks Klemen. I tried changing each of your suggestions to no avail. The ob contents change did not seem to make a difference and the page still came up blank. But when I change the php.ini, the (ticket submission) page comes up after 60 seconds after a ticket is submitted.
I know this was a MySQL issue before but I cannot find my docs on how I fixed it. I just don't know enough about MySQL. I know I am using MyISAM and I can get some logs but not sure what the issue may be. Weird because I have an almost identical setup on another server that is not having issues (more reason to believe MySQL or some kind of DB maintenance issue).
Before contacting the forums I tried changing some buffer and table values in MySQL without success. It may be that the tables or indexes need to be optimized even though I tried that in MySQL and they seem to be good.

Thanks

[Klemen]

Do you get any delays when viewing tickets from the admin panel or for example when browsing the knowledgebase? If not, I doubt it's a MySQL issue.

If I remember correctly, some MySQL issues were resolved by changing hostname to IP address is the settings.

Do you get the Fatal error on the same line always, or in different line numbers/files?

[captscroggins]

I don't get any delays when viewing from Admin panel, knowledgebase, only when submitting or replying to ticket.

Tried changing the hostname to IP in Help Desk URL settings and I get the same delay. But I was only able to change the URL to IP based. When I tried to change the "localhost" under General/Database I get an error that I could not change it.

I do get the same line number whenever I get the fatal error in debug mode, always line 299.

Thanks

[captscroggins]

An update to this is we have found other issues on our network so I will post back once I find out what is going on. We have found another similar to what we are having on Hesk so I am now thinking it is not Hesk/MySQL related.

[captscroggins]

Klemen I apologize. This issue had nothing to do with Hesk. We had a DNS/SMTP issue on our network and once cleared everything started working with Hesk again. We had a related issue on another server that did not use Hesk and we were seeing similar latency. It was difficult to trace because nothing pointed to this other server. I will have to buy you another beer on payday. Thanks for your quick responses.

Joe