Can't update tickets

[akadimka]

Hi!

Started to use Zammad 2.9 (fresh installation)
From the beggining everything was OK but suddenly (yesterday evening) some tickets lost ability for update. It means that we can’t add any note any asnwer into ticket -> pressing the button “Update” grays out it and leads to appearing of button “Discard your unsaved changes”. Combination Ctrl+F5 (full reload the webpage) makes button “Update” active again but with no success result when pressing it again.
The same time that button can normally change the state of the ticket (open, close etc.) but not the notes, answers etc… :(((((((
Thanx in advance for any help!

[MrGeneration]

Please read the following post:

Asking for help on community

Hey, lately we encountered a very high number if issues and questions on this board. Don’t get me wrong, as the community and usuage of Zammad is rising, this is great! But, this also has a downside, which is why I write this text. The last 2-3 weeks have causing frustration on my end for the following reasons: Posting technical questions with so less information that you have to ask back Please, if you’re having issues, post more information! The more details we get, the easier it will g…

• Update all needed information (installation type and stuff)
• Provide log files (/var/log/zammad/production.log)
• Additionally provide hardware information and the number of agents you do have

While you’re at collecting informaiton, please also run the developer console in a browser where this happens and check if there’s any console messages

[akadimka]

Installation type: Hyper-V VM - Zammad 2.9 with ElasticSearch on CentOS 7
Dunno how to attach log file in this forum.
HW info: 2 vCPU, 4GB RAM, 100 GB HDD, 5 staff users (2 of them are admins)

[MrGeneration]

You can post the logfile like this:

Generally the log output around the time you tried would be enough.

If you’re not sure and want to provide the whole file, you’ll need to use a Hoster for sharing the file (or a link to your own cloud, whatever is better for you)

[akadimka]

    I, [2019-04-29T11:20:13.514351 #4714-47282683246760]  INFO -- : Started PUT "/api/v1/taskbar/533" for 127.0.0.1 at 2019-04-29 11:20:13 +0300
I, [2019-04-29T11:20:13.520443 #4714-47282683246760]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-04-29T11:20:13.520566 #4714-47282683246760]  INFO -- :   Parameters: {"key"=>"Ticket-33", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"body"=>"[FILTERED]", "from"=>"Александр Никитюк", "ticket_id"=>"33", "content_type"=>"text/html", "sender_id"=>"1", "type_id"=>"10", "form_id"=>"525808833"}}, "params"=>{"ticket_id"=>33, "overview_id"=>1, "init"=>true}, "prio"=>2, "notify"=>false, "active"=>true, "attachments"=>[], "updated_at"=>"2019-04-29T08:15:54.531Z", "id"=>"533"}
I, [2019-04-29T11:20:13.558688 #4714-47282683246760]  INFO -- : Completed 200 OK in 38ms (Views: 0.5ms | ActiveRecord: 5.5ms)
I, [2019-04-29T11:20:14.257280 #4708-46939194819600]  INFO -- : execute Ticket.process_escalation (try_count 0)...
I, [2019-04-29T11:20:15.670243 #4714-70030785002320]  INFO -- : Started GET "/" for 127.0.0.1 at 2019-04-29 11:20:15 +0300
I, [2019-04-29T11:20:15.674853 #4714-70030785002320]  INFO -- : Processing by InitController#index as HTML
I, [2019-04-29T11:20:15.676136 #4714-70030785002320]  INFO -- :   Rendering init/index.html.erb within layouts/application
I, [2019-04-29T11:20:15.676262 #4714-70030785002320]  INFO -- :   Rendered init/index.html.erb within layouts/application (0.0ms)
I, [2019-04-29T11:20:15.679154 #4714-70030785002320]  INFO -- : Completed 200 OK in 4ms (Views: 1.1ms | ActiveRecord: 1.4ms)
I, [2019-04-29T11:20:15.883649 #4714-70030817836780]  INFO -- : Started POST "/api/v1/signshow" for 127.0.0.1 at 2019-04-29 11:20:15 +0300
I, [2019-04-29T11:20:15.888663 #4714-70030817836780]  INFO -- : Processing by SessionsController#show as JSON
I, [2019-04-29T11:20:15.888729 #4714-70030817836780]  INFO -- :   Parameters: {"fingerprint"=>"700183106"}
I, [2019-04-29T11:20:16.212667 #4714-70030817836780]  INFO -- : Completed 200 OK in 324ms (Views: 112.2ms | ActiveRecord: 17.6ms)
I, [2019-04-29T11:20:16.247564 #4714-70030785000460]  INFO -- : Started GET "/api/v1/translations/lang/ru?_=1556526004571" for 127.0.0.1 at 2019-04-29 11:20:16 +0300
I, [2019-04-29T11:20:16.254212 #4714-70030785000460]  INFO -- : Processing by TranslationsController#lang as JSON
I, [2019-04-29T11:20:16.254288 #4714-70030785000460]  INFO -- :   Parameters: {"_"=>"1556526004571", "locale"=>"ru"}
I, [2019-04-29T11:20:16.361044 #4714-70030785000460]  INFO -- : Completed 200 OK in 107ms (Views: 93.2ms | ActiveRecord: 1.6ms)
I, [2019-04-29T11:20:16.437951 #4714-70030750767680]  INFO -- : Started POST "/api/v1/recent_view" for 127.0.0.1 at 2019-04-29 11:20:16 +0300
I, [2019-04-29T11:20:16.443441 #4714-70030750767680]  INFO -- : Processing by RecentViewController#create as JSON
I, [2019-04-29T11:20:16.443509 #4714-70030750767680]  INFO -- :   Parameters: {"object"=>"Ticket", "o_id"=>"110"}
I, [2019-04-29T11:20:16.456968 #4714-47282683246760]  INFO -- : Started GET "/api/v1/text_modules/?full=true&_=1556526004572" for 127.0.0.1 at 2019-04-29 11:20:16 +0300
I, [2019-04-29T11:20:16.463574 #4714-47282683246760]  INFO -- : Processing by TextModulesController#index as JSON
I, [2019-04-29T11:20:16.463647 #4714-47282683246760]  INFO -- :   Parameters: {"full"=>"true", "_"=>"1556526004572"}
I, [2019-04-29T11:20:16.466142 #4714-70030750767680]  INFO -- : Completed 200 OK in 23ms (Views: 0.2ms | ActiveRecord: 12.4ms)
I, [2019-04-29T11:20:16.477363 #4714-47282683246760]  INFO -- : Completed 200 OK in 14ms (Views: 0.2ms | ActiveRecord: 5.3ms)
I, [2019-04-29T11:20:16.523096 #4714-70030785002320]  INFO -- : Started GET "/api/v1/ticket_customer?customer_id=27&_=1556526004573" for 127.0.0.1 at 2019-04-29 11:20:16 +0300
I, [2019-04-29T11:20:16.528243 #4714-70030785002320]  INFO -- : Processing by TicketsController#ticket_customer as JSON
I, [2019-04-29T11:20:16.528312 #4714-70030785002320]  INFO -- :   Parameters: {"customer_id"=>"27", "_"=>"1556526004573"}
I, [2019-04-29T11:20:16.536676 #4714-70030817836780]  INFO -- : Started GET "/api/v1/tickets/110?all=true&_=1556526004574" for 127.0.0.1 at 2019-04-29 11:20:16 +0300
I, [2019-04-29T11:20:16.696777 #4714-70030817836780]  INFO -- : Processing by TicketsController#show as JSON
I, [2019-04-29T11:20:16.696867 #4714-70030817836780]  INFO -- :   Parameters: {"all"=>"true", "_"=>"1556526004574", "id"=>"110"}
I, [2019-04-29T11:20:16.703568 #4714-70030785002320]  INFO -- : Completed 200 OK in 175ms (Views: 11.9ms | ActiveRecord: 12.8ms)
I, [2019-04-29T11:20:16.782340 #4714-70030817836780]  INFO -- : Completed 200 OK in 85ms (Views: 11.5ms | ActiveRecord: 16.7ms)
I, [2019-04-29T11:20:17.109925 #4714-70030785000460]  INFO -- : Started GET "/api/v1/cti/log?_=1556526004575" for 127.0.0.1 at 2019-04-29 11:20:17 +0300
I, [2019-04-29T11:20:17.121733 #4714-70030785000460]  INFO -- : Processing by CtiController#index as JSON
I, [2019-04-29T11:20:17.121850 #4714-70030785000460]  INFO -- :   Parameters: {"_"=>"1556526004575"}
I, [2019-04-29T11:20:17.147180 #4714-70030785000460]  INFO -- : Completed 200 OK in 25ms (Views: 0.4ms | ActiveRecord: 8.9ms)
I, [2019-04-29T11:20:17.525611 #4714-70030750767680]  INFO -- : Started GET "/api/v1/first_steps?_=1556526004576" for 127.0.0.1 at 2019-04-29 11:20:17 +0300
I, [2019-04-29T11:20:17.530430 #4714-70030750767680]  INFO -- : Processing by FirstStepsController#index as JSON
I, [2019-04-29T11:20:17.530501 #4714-70030750767680]  INFO -- :   Parameters: {"_"=>"1556526004576"}
I, [2019-04-29T11:20:17.557788 #4714-70030750767680]  INFO -- : Completed 200 OK in 27ms (Views: 0.3ms | ActiveRecord: 14.9ms)
I, [2019-04-29T11:20:18.527885 #4714-47282683246760]  INFO -- : Started GET "/api/v1/text_modules/?full=true&_=1556526004577" for 127.0.0.1 at 2019-04-29 11:20:18 +0300
I, [2019-04-29T11:20:18.532871 #4714-47282683246760]  INFO -- : Processing by TextModulesController#index as JSON
I, [2019-04-29T11:20:18.532938 #4714-47282683246760]  INFO -- :   Parameters: {"full"=>"true", "_"=>"1556526004577"}
I, [2019-04-29T11:20:18.544559 #4714-47282683246760]  INFO -- : Completed 200 OK in 12ms (Views: 0.2ms | ActiveRecord: 2.9ms)
I, [2019-04-29T11:20:18.589441 #4714-70030785002320]  INFO -- : Started GET "/api/v1/ticket_customer?customer_id=12&_=1556526004578" for 127.0.0.1 at 2019-04-29 11:20:18 +0300
I, [2019-04-29T11:20:18.594298 #4714-70030785002320]  INFO -- : Processing by TicketsController#ticket_customer as JSON
I, [2019-04-29T11:20:18.594364 #4714-70030785002320]  INFO -- :   Parameters: {"customer_id"=>"12", "_"=>"1556526004578"}
I, [2019-04-29T11:20:18.597680 #4714-70030817836780]  INFO -- : Started GET "/api/v1/tickets/107?all=true&_=1556526004579" for 127.0.0.1 at 2019-04-29 11:20:18 +0300
I, [2019-04-29T11:20:18.627943 #4714-70030817836780]  INFO -- : Processing by TicketsController#show as JSON
I, [2019-04-29T11:20:18.628041 #4714-70030817836780]  INFO -- :   Parameters: {"all"=>"true", "_"=>"1556526004579", "id"=>"107"}
I, [2019-04-29T11:20:18.651147 #4714-70030785002320]  INFO -- : Completed 200 OK in 57ms (Views: 14.5ms | ActiveRecord: 11.2ms)
I, [2019-04-29T11:20:18.720988 #4714-70030817836780]  INFO -- : Completed 200 OK in 93ms (Views: 10.5ms | ActiveRecord: 36.1ms)
I, [2019-04-29T11:20:20.584473 #4714-70030785000460]  INFO -- : Started PUT "/api/v1/taskbar/528" for 127.0.0.1 at 2019-04-29 11:20:20 +0300
I, [2019-04-29T11:20:20.589722 #4714-70030785000460]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-04-29T11:20:20.589895 #4714-70030785000460]  INFO -- :   Parameters: {"key"=>"Ticket-110", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"526059908"}}, "params"=>{"ticket_id"=>"110", "init"=>true}, "prio"=>12, "notify"=>false, "active"=>true, "attachments"=>[], "updated_at"=>"2019-04-29T08:20:04.408Z", "id"=>"528"}
I, [2019-04-29T11:20:20.616907 #4714-70030785000460]  INFO -- : Completed 200 OK in 27ms (Views: 0.4ms | ActiveRecord: 4.9ms)
I, [2019-04-29T11:20:20.629647 #4714-70030750767680]  INFO -- : Started PUT "/api/v1/taskbar/521" for 127.0.0.1 at 2019-04-29 11:20:20 +0300
I, [2019-04-29T11:20:20.640874 #4714-70030750767680]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-04-29T11:20:20.641010 #4714-70030750767680]  INFO -- :   Parameters: {"key"=>"Ticket-107", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"body"=>"[FILTERED]", "from"=>"Антон Поляков", "ticket_id"=>"107", "content_type"=>"text/html", "sender_id"=>"1", "type_id"=>"10", "form_id"=>"279364070"}}, "params"=>{"ticket_id"=>107, "overview_id"=>1, "init"=>true}, "prio"=>11, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-04-29T06:58:44.509Z", "id"=>"521"}
I, [2019-04-29T11:20:20.674550 #4714-70030750767680]  INFO -- : Completed 200 OK in 33ms (Views: 0.6ms | ActiveRecord: 5.0ms)
I, [2019-04-29T11:20:23.664591 #4714-47282683246760]  INFO -- : Started PUT "/api/v1/taskbar/528" for 127.0.0.1 at 2019-04-29 11:20:23 +0300
I, [2019-04-29T11:20:23.670098 #4714-47282683246760]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-04-29T11:20:23.670198 #4714-47282683246760]  INFO -- :   Parameters: {"key"=>"Ticket-110", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"body"=>"[FILTERED]", "from"=>"Антон Поляков", "ticket_id"=>"110", "content_type"=>"text/html", "sender_id"=>"1", "type_id"=>"10", "form_id"=>"526059908"}}, "params"=>{"ticket_id"=>"110", "init"=>true}, "prio"=>12, "notify"=>false, "active"=>true, "attachments"=>[], "updated_at"=>"2019-04-29T08:20:04.408Z", "id"=>"528"}
I, [2019-04-29T11:20:23.706260 #4714-47282683246760]  INFO -- : Completed 200 OK in 36ms (Views: 0.6ms | ActiveRecord: 4.9ms)
I, [2019-04-29T11:20:24.747985 #4708-70068705815600]  INFO -- : execute Channel.fetch (try_count 0)...
I, [2019-04-29T11:20:24.749879 #4708-70068705815600]  INFO -- : fetching imap (imap.gmail.com/sd@lamantin.spb.ru port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false)
I, [2019-04-29T11:20:26.684138 #4708-70068705815600]  INFO -- :  - no message
I, [2019-04-29T11:20:26.684230 #4708-70068705815600]  INFO -- : done

[akadimka]

Here’s the log right after try to update the ticket

[MrGeneration]

The update was successfull:

I, [2019-04-29T11:20:13.520443 #4714-47282683246760]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-04-29T11:20:13.520566 #4714-47282683246760]  INFO -- :   Parameters: {"key"=>"Ticket-33", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"body"=>"[FILTERED]", "from"=>"Александр Никитюк", "ticket_id"=>"33", "content_type"=>"text/html", "sender_id"=>"1", "type_id"=>"10", "form_id"=>"525808833"}}, "params"=>{"ticket_id"=>33, "overview_id"=>1, "init"=>true}, "prio"=>2, "notify"=>false, "active"=>true, "attachments"=>[], "updated_at"=>"2019-04-29T08:15:54.531Z", "id"=>"533"}
I, [2019-04-29T11:20:13.558688 #4714-47282683246760]  INFO -- : Completed 200 OK in 38ms (Views: 0.5ms | ActiveRecord: 5.5ms)

You’re proberbly have an overloaded system or temporarily lost the connection to Zammad during the process which might explain why it sometimes does not work. Right now I can’t help you with that, I am sorry.