Version 3.2.2 - Customer message not avail in ticket screen

[brian.blakenz]

In Version 3.2.2 we now cant see the customer message until we "edit" a ticket. The area which normally has the customer message is blank. Tickets filed before we upgraded still have their message, but the ones filed after we upgraded to 3.2.2 are now blank.

When we click edit we can see the message.

Is this a known bug?

Thanks

[Klemen]

This usually happens when you had "Mods for HESK" installed and didn't uninstall it before installing Hesk 3.

Try running this SQL in your database using a tool such as phpMyAdmin and see if that helps:

Code: Select all

UPDATE `hesk_replies` SET `message_html`=`message` WHERE `message_html` IS NULL

[brian.blakenz]

I have run that SQL on the DB, it "affected 2 rows" but still no change on the ticket display.

Any other suggestions?

UPDATE `hesk4a_replies` SET `message_html`=`message` WHERE `message_html` IS NULL

Interestingly my database structure has hesk4a_replies the whole db has the 4a prefix in it. Dont know if it matters.

[Klemen]

1. you didn't make any modifications to your Hesk files, did you?
2. make 101% sure you have version 3.2.2 files uploaded to your Hesk folder; I'd upload all again (except hesk_settings.inc.php).

If that doesn't work I'd have to see your help desk in action to be able to help (would need access to the files and database).

The database table prefix doesn't matter, it can be set to anything during installation.

[brian.blakenz]

Hi There,

No i didn't edit anything and followed the upgrade instructions pretty carefully. I'll have a crack tomorrow at "re-uploading" and seeing if that makes a difference. Will update once done.

Thanks