Solved Ticket Count showing zeros

[jchallenw]

We are running verson: Version v1.1.3; Core Version v1.1.4

The ticket counts all of a sudden started displaying zeros. If we click around on the different categories, the ticket counts reappear. If the count is zero or if the count is greater than zero, when you click the category UVDesk does not display the correct tickets for that category. We have only been using this for about a week, and when we started this issue was not present. I found an old post from 2 years ago regarding this same issue, but it said it was resolved. Anyone else have this issue? Support from Wedkul is down until Tuesday for a holiday.

[Komal Sharma]

@jchallenw

Thanks for the shared details with us. We will checked and updated on your ticket.

Thanks for your time and patience !!!

Kind Respscts,
Uvdesk Team

[peopleinside]

@jchallenw hi, thank you for your report!
Unfortunately I'm unable to help with this, let's wait a UVdesk staff reply

[Komal Sharma]

@jchallenw ,

The ticket counts all of a sudden started displaying zeros.

Can you please share your helpdesk URL of installed uvdesk project. So that we can check for you. Because we have not facing like this issue.

Also, let us know any error showing in console.

Kind Respects,
Uvdesk Team

[jchallenw]

@Komal-Sharma I posted the URL and credentials to the Support Ticket that I have open.

[Komal Sharma]

@jchallenw

Thanks for the shared details with us. We will checked and updated on your ticket.

Thanks for your time and patience !!!

Kind Respscts,
Uvdesk Team

[jchallenw]

This issue still persists. It seems to come and go, but now has returned and has not gone away. Has anyone else experienced this issue before?

[jchallenw]

We are experiencing a bug that makes our ticket counts disappear and show all zeros. You can click on the various ticket categories and the counts will return, however the tickets listed do not align with the counts for each category. The other issue is that the navigation buttons do not appear that the bottom of the page either so we cannot change pages when viewing tickets.

Anyone have experience with this issue? I am only finding old posts about it.

Thanks.

[peopleinside]

@jchallenw If you found a bug you can report on GitHub: https://github.com/uvdesk/community-skeleton/issues

Consider that UVdesk team without steps to reproduce the error maybe not bale to fix it. For fix an issue they need to be reproduced.
I suggest to add more details you can.

I see you opened a ticket so I believe UVdesk team is already following the issue.

[far2]

Hi,

We had the same issue, all of a sudden the counts started showing zeroes. We tracked it down to a ticket where the subject had been written to the database as null, and some javascript which was trying to truncate the subject to < 300 characters. The js couldn't truncate null, so it crashed.

We fixed it by editing two files:

Change line 409 of vendor/uvdesk/mailbox-component/Services/MailboxService.php

From:
'subject' => $emailParser->getHeader('subject') != false ? $emailParser->getHeader('subject') : null,

To:
'subject' => $emailParser->getHeader('subject') != false ? $emailParser->getHeader('subject') : "No Subject",

This writes "No Subject" to the subject column in the database instead of null.

Then change line 1361 of vendor/uvdesk/core-framework/Resources/views/ticketList.html.twig

From:
<%- subject && subject.length <= 300 ? subject : subject.substr(0, 300) + '...'  %>

To:
<%- subject && subject.length <= 300 ? subject : (subject == null ? 'No Subject' : subject.substr(0, 300) + '...')  %>

This prevents the ticket page from crashing if there are any existing tickets with null subjects, and will display "No Subject" instead.

[peopleinside]

@far2
Thank you very much for this post!

On the file vendor/uvdesk/mailbox-component/Services/MailboxService.php

I'm unable to see this 409 line

'subject' => $emailParser->getHeader('subject') != false ? $emailParser->getHeader('subject') : null,

you can check here:

https://github.com/uvdesk/mailbox-component/blob/master/Services/MailboxService.php

Are you able to find the same line?

[far2]

@peopleinside

My apologies, the original line is the one listed as line 410 in that file:

$mailData['subject'] = $parser->getHeader('subject');

I must have a different version of that service file on my server.

The appropriate change for that version of the file would be to change the line above to:

$mailData['subject'] = $parser->getHeader('subject') !== null ? $parser->getHeader('subject') : 'No Subject';

[peopleinside]

@far2 Thank you very much for the help!

I created two different Pull request on GitHub that will be reviewed by developers.

For vendor/uvdesk/mailbox-component/Services/MailboxService.php
https://github.com/uvdesk/mailbox-component/pull/108

For vendor/uvdesk/core-framework/Resources/views/ticketList.html.twig
https://github.com/uvdesk/core-framework/pull/701

Again thank you