@peopleinside Thank you for your help !

how did you installed UVdesk?
Do you installed by SSH or docker?

I can't remember whether I installed uvdesk with the ZIP file or with composer, but I'm sure it wasn't with docker.

Are you running on Apache or Nginx?

My UVdesk installation runs under Apache 2.

As soon you change dev to prod and clear the cache you get the error?

No, I get the error when I try to connect to the help desk part of the application.

Unfortunately I'm not a developer and I'm not part of the UVdesk team.

I'm just trying to help you as the UVdesk team can be busy and not present for some week here on the forum.

I know that the UVdesk team isn't always present on the forum.

Hello,

Recently the API endpoint for ticket retrieval stopped working. When trying to retrieve ticket information, we get the following error: Maximum execution time of 30 seconds exceeded in my_uvdesk_path/vendor/symfony/serializer/Normalizer/AbstractObjectNormalizer.php on line 179 .

When we go back up the error 500 call stack, we see that the error appears on line 338 of .../vendor/uvdesk/api-bundle/Tickets.php with the objectSerializer method:
338 $ticket = json_decode($this->objectSerializer($ticketObj), true);

For your information, we've been noticing slowdowns on our server for about 2 weeks now when executing PHP scripts and UVdesk, and the PHP used by UVdesk is in Apache 2.0 Handler (Server API) mode.

Has anyone experienced this problem with the bundle API?

Here is the call stack returned by error 500:

#	Time	Memory	Function	Location
1	0.0002	358976	{main}	.../index.php:0
2	0.0002	359472	require_once	.../index.php:5
3	0.0199	438856	Symfony\Component\Runtime\Runner\Symfony\HttpKernelRunner->run	.../autoload_runtime.php:35
4	0.0199	438856	Symfony\Component\HttpKernel\Kernel->handle	.../HttpKernelRunner.php:35
5	0.0685	787064	Symfony\Component\HttpKernel\HttpKernel->handle	.../Kernel.php:202
6	0.0686	787856	Symfony\Component\HttpKernel\HttpKernel->handleRaw	.../HttpKernel.php:75
7	0.6312	2087024	Webkul\UVDesk\ApiBundle\API\Tickets->viewTicket	.../HttpKernel.php:153
8	0.9465	2808440	Webkul\UVDesk\ApiBundle\API\Tickets->objectSerializer	.../Tickets.php:338
9	0.9516	2858392	Symfony\Component\Serializer\Serializer->serialize	.../Tickets.php:930
10	0.9518	2858768	Symfony\Component\Serializer\Serializer->normalize	.../Serializer.php:134
11	0.9519	2859896	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
12	13.8178	29074480	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
13	25.4620	52693256	Symfony\Component\Serializer\Serializer->normalize	.../Serializer.php:179
14	25.4621	52693256	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
15	25.4641	52684464	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
16	25.4642	52684464	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
17	29.3178	61156112	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
18	29.3178	61156112	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
19	29.4725	61456544	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
20	29.4726	61457160	Symfony\Component\Serializer\Serializer->normalize	.../Serializer.php:179
21	29.4727	61457160	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
22	29.5261	61702376	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
23	29.5264	61703368	Symfony\Component\Serializer\Serializer->normalize	.../Serializer.php:179
24	29.5265	61703368	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
25	29.8922	62579512	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
26	29.8923	62580128	Symfony\Component\Serializer\Serializer->normalize	.../Serializer.php:179
27	29.8923	62580128	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
28	29.9460	62783400	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
29	29.9463	62784392	Symfony\Component\Serializer\Serializer->normalize	.../Serializer.php:179
30	29.9463	62784392	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize	.../Serializer.php:161
31	30.0589	63223576	Symfony\Component\Serializer\Serializer->normalize	.../AbstractObjectNormalizer.php:216
32	30.0589	63223576	Symfony\Component\Serializer\Normalizer\AbstractObjectNormalizer->normalize

Here's the configuration we're using:
UVdesk: 1.1.0 (I don't know which method was used to install it)
API bundle: v1.1.1 (installed with composer)

Cordially.

Yes I have run the php bin/console c:c command. However, for some reason I can't run the command without sudo because the prod cache files are created by the www-data user on our server.

Re: issues when changing to prod ENV

Good morning,

Every time I switch to production environment, when I try to connect to the Helpdesk, I get this error: "Authentication request could not be processed due to a system problem."

Do you know where this error comes from and how to correct it?

For your information, I can connect to the helpdesk in dev mode and I've already checked the permissions of the .env file, which seems to be correct since I have no problems in dev mode.

Cordially,

Yannick LEFAIVRE

Good morning,

When I run the uvdesk:refresh-mailbox command, It returns this error :

php /path/to/uvdesk/bin/console uvdesk:refresh-mailbox myemail@domain.com

 1. Processing uvdesk mailbox configuration.

 2. Opening imap stream... 

 3. IMAP stream opened.

 4. Fetching Email collection since 23 October 2023.

 5. Total fetched email -> 4

 6. Starting to convert Emails into Tickets -> 
=============================================
=============================================


  Converting email 1 out of 4.
  
  Error -> Warning: DOMDocument::saveHTML(): Memory allocation failed : reaching arbitrary MAX_URI_LENGTH limit (500 Internal Server Error)

Do I need to increase PHP's maximum usable memory capacity to solve this problem? Or is there another solution?

Here is what I have in the error stack trace:

ErrorException:
Warning: DOMDocument::saveHTML(): Memory allocation failed : reaching arbitrary MAX_URI_LENGTH limit

  at vendor/symfony/dom-crawler/Crawler.php:668
  at Symfony\Component\DomCrawler\Crawler->html()
     (vendor/uvdesk/core-framework/Utils/HTMLFilter.php:1017)
  at Webkul\UVDesk\CoreFrameworkBundle\Utils\HTMLFilter->addClassEmailReplyQuote()
     (vendor/uvdesk/mailbox-component/Services/MailboxService.php:352)
  at Webkul\UVDesk\MailboxBundle\Services\MailboxService->processMail()
     (vendor/uvdesk/mailbox-component/Controller/MailboxChannelXHR.php:46)
  at Webkul\UVDesk\MailboxBundle\Controller\MailboxChannelXHR->processMailXHR()
     (vendor/symfony/http-kernel/HttpKernel.php:153)
  at Symfony\Component\HttpKernel\HttpKernel->handleRaw()
     (vendor/symfony/http-kernel/HttpKernel.php:75)
  at Symfony\Component\HttpKernel\HttpKernel->handle()
     (vendor/symfony/http-kernel/Kernel.php:202)
  at Symfony\Component\HttpKernel\Kernel->handle()
     (vendor/symfony/runtime/Runner/Symfony/HttpKernelRunner.php:35)
  at Symfony\Component\Runtime\Runner\Symfony\HttpKernelRunner->run()
     (vendor/autoload_runtime.php:35)
  at require_once('/var/www/html/uvdesk/vendor/autoload_runtime.php')
     (public/index.php:5) 

Cordially.

Good morning,

What method and data do you recommend to save to create a backup of uvdesk?

Are there files that should not be excluded so that uvdesk works correctly when restoring the application from the backup (eg the cache.yaml file)?

Best regards

Re: Configuration problems and/or errors in code

Good morning,

I am having the same issues as the author of the post quoted above.

Description of bug #1: Deleting an agent

When I click on the delete button of an agent, it is not removed from the list of agents and a 500 error is displayed in the Symfony debugger.

here is a screenshot of the error:

Description of bug 2: Creation of a workflow with a condition on the "status" of the tickets

When I set a condition on the status, the status list stays in loading state indefinitely and looking at the debugger we can see that the following error occurred:

For information, I have the following configuration:

I'm using UVdesk version 1.1.0 which is downloadable from composer.

I am using PHP version 8.1.

I looked at my server logs and 500 errors were logged:

For the GET:
GET /uvdesk/public/en/member/workflow/xhr/condition/options/TicketStatus HTTP/1.1" 500 226366 "http(s)://<my_domain_name>/uvdesk/public/en/member/workflow/add";

and for the DELETE:
"DELETE /uvdesk/public/fr/member/agent/xhr?id=6 HTTP/1.1" 500 2806 "http(s)://<my_domain_name>/uvdesk/public/fr/member/agents"

I installed UVdesk with composer by running the command composer create-project uvdesk/community-skeleton <my_project_name> in my server's root directory.

Can you help me solve these problems?

Best regards,

Thanks in advance for your help.