Can't create New Ticket or add answer after update 2.4

[Goue1]

.


Edit by Klemen: To fix this issue update your HESK to version 2.4.1



Write your message below:

Hi,

I update hesk into 2.4.

All seems to be good after update process (I folow install/index instructions notified in help page)

DB connection is OK.

Bu now I can't reply to previous ticket and can't crate new ticket...

I have a white page with this tu scripts: admin/admin_reply_ticket.php and admin/admin_submit_ticket.php.

Have you an idea of this issue?

Thanks for your help

[ivoreis]

I'm having the exact same problem

[Klemen]

Go to Settings > Help Desk tab and set Debug mode to "ON", then Save changes.

Then try creating a new ticket - does that show any error messages?

Also, let me know what language you use.

[ivoreis]

I've tried to put in debug mode.
Keeps showing up blank page.
See: http://www.ciasoftware.com.br/helpdesk/

I use the language "Portuguese (Brazil)"
But I have done testing using the standard language.

[Klemen]

Try this:

1. Upload original unmodified English language files to
language/en

2. Rename "language/br/" to "language/br2/"

3. Rename "language/en" to "language/br/"

Does it work then?

[ivoreis]

I did what you asked. It did not work.

[Klemen]

Hmmm, how about this:

1. download hesk_settings.inc.php from your server
2. open it in Notepad
3. change $hesk_settings['debug_mode']=0; to $hesk_settings['debug_mode']=1;
4. save, upload and test submitting a ticket

Do you get any error messages?

[ivoreis]

The file was already with the value
$hesk_settings['debug_mode']=1;

[Klemen]

This is indeed very strange, because I tested your help desk and it comes at least to SPAM check.

Can you upload this file and see what it says when you try to submit a ticket?
http://www.phpjunkyard.com/extras/submi ... _debug.zip

[ivoreis]

DEBUG: Script starts
DEBUG: Includes loaded
DEBUG: Session started
DEBUG: Database connected
DEBUG: Security image OK
DEBUG: Name OK
DEBUG: Email OK
DEBUG: Standard OK
DEBUG: Category OK

[Klemen]

Aha, it's a problem with custom field values then, possibly being blocked server-side because of inconsistent encoding.

You have two options:

Backup your existing hesk_settings.inc.php first!

1. Do you know how to save files as UTF-8 without byte order mark? If yes, download your hesk_settings.inc.php file, open it in an editor, save as UTF-8 without byte order mark, upload and test.

If not or if above doesn't work:

2. Open your hesk_settings.inc.php in a text editor and delete everything from

Code: Select all

$hesk_settings['custom_fields']=array (

to

Code: Select all

);

and place this code there:

Code: Select all

$hesk_settings['custom_fields']=array (
'custom1'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 1','maxlen'=>255,'value'=>''),
'custom2'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 2','maxlen'=>255,'value'=>''),
'custom3'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 3','maxlen'=>255,'value'=>''),
'custom4'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 4','maxlen'=>255,'value'=>''),
'custom5'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 5','maxlen'=>255,'value'=>''),
'custom6'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 6','maxlen'=>255,'value'=>''),
'custom7'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 7','maxlen'=>255,'value'=>''),
'custom8'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 8','maxlen'=>255,'value'=>''),
'custom9'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 9','maxlen'=>255,'value'=>''),
'custom10'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 10','maxlen'=>255,'value'=>''),
'custom11'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 11','maxlen'=>255,'value'=>''),
'custom12'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 12','maxlen'=>255,'value'=>''),
'custom13'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 13','maxlen'=>255,'value'=>''),
'custom14'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 14','maxlen'=>255,'value'=>''),
'custom15'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 15','maxlen'=>255,'value'=>''),
'custom16'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 16','maxlen'=>255,'value'=>''),
'custom17'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 17','maxlen'=>255,'value'=>''),
'custom18'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 18','maxlen'=>255,'value'=>''),
'custom19'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 19','maxlen'=>255,'value'=>''),
'custom20'=>array('use'=>0,'place'=>0,'type'=>'text','req'=>0,'name'=>'Custom field 20','maxlen'=>255,'value'=>'')
);

Save, upload and test.

If this works, you will need to setup Custom fields again in your settings. Make sure you do it from admin interface!

Also, don't forget to upload original submit_ticket.php again!

[geekygemini]

still getting:

Error:

Can't execute SQL

Tried both option 1 & 2

[ivoreis]

I did everything you asked. Still does not work.
See:

I did that too
"Also, don't forget to upload original submit_ticket.php again!"

[geekygemini]

same issue

[Klemen]

You are missing a lot of code - it goes down to "custom20" (you only have until custom6, make sure you select all the code I posted above.

So, make sure you copy/paste all the code I posted (it scrolls down), you can select all code by clicking "SELECT ALL" above the code.