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    Solved Ticket Count showing zeros

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    • peopleinside
      peopleinside EX helping member @jchallenw last edited by

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

      💬 You can also ask help on GitHub Discussions
      🔴 I am no more active on Uvdesk
      🔴 Forum support is inactive!

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      • Komal Sharma
        Komal Sharma UVdesk Staff mod last edited by

        @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

        J 1 Reply Last reply Reply Quote 0
        • J
          jchallenw @Komal Sharma last edited by

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

          Komal Sharma 1 Reply Last reply Reply Quote 0
          • Komal Sharma
            Komal Sharma UVdesk Staff mod @jchallenw last edited by

            @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

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            • Topic has been marked as solved  peopleinside peopleinside 
            • J
              jchallenw last edited by

              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?

              Screenshot 2023-11-07 at 2.35.36 PM.png

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              • J
                jchallenw last edited by

                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.

                Screenshot 2023-11-07 at 2.35.36 PM.png

                peopleinside 1 Reply Last reply Reply Quote 0
                • peopleinside
                  peopleinside EX helping member @jchallenw last edited by

                  @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.

                  💬 You can also ask help on GitHub Discussions
                  🔴 I am no more active on Uvdesk
                  🔴 Forum support is inactive!

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                  • F
                    far2 last edited by

                    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 1 Reply Last reply Reply Quote 1
                    • peopleinside
                      peopleinside EX helping member @far2 last edited by 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?

                      💬 You can also ask help on GitHub Discussions
                      🔴 I am no more active on Uvdesk
                      🔴 Forum support is inactive!

                      F 1 Reply Last reply Reply Quote 0
                      • F
                        far2 @peopleinside last edited by

                        @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 1 Reply Last reply Reply Quote 1
                        • peopleinside
                          peopleinside EX helping member @far2 last edited by

                          @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 🙂

                          💬 You can also ask help on GitHub Discussions
                          🔴 I am no more active on Uvdesk
                          🔴 Forum support is inactive!

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