Loading issue of Tickets which have more Text messages

[IwataNeo]

Hello everyboy,
I spottet an loading issue if i want to open a Ticket which Containes more Textmessages.
I click on a Ticket, then i can see the data behind the overlay, but the overlay with the 3 loading dots never disappear.
I hope someone can assist me to find out the reason for that.

[vipin-shrivastava]

@IwataNeo

Please share the screen shot

[IwataNeo]

This is what symfonie displays when this happens. Is this a help??

[vipin-shrivastava]

@IwataNeo
which version of UVdesk are you using?

In my case it is working fine

[IwataNeo]

In my changelog i can see entries for version 1.0.14.

[vipin-shrivastava]

@IwataNeo

AS I am using the latest Helpdesk version 1.0.16, update your helpdesk to the latest version.

[IwataNeo]

How can i perform an update?
ist it just changing all the files on the server?

[vipin-shrivastava]

@IwataNeo

Are facing the same issue on any other tickets?

[IwataNeo]

@vipin-shrivastava
yes. I am facing this issue on all Tickets which contains more than one reply as i know now.
can you give me a little information on how to perform the update and then i will try this first.

[vipin-shrivastava]

@IwataNeo

Please check in console while opening the tickets, any error is occurring there or not,
Have you done any changes to the code?

[PeopleInside]

can you give me a little information on how to perform the update and then i will try this first.

https://forums.uvdesk.com/topic/1833/how-to-upgrade-uvdesk
First of all take a full folder and database backup before do any upgrading actions.

You cannot use the method 1 because your UVdesk "is old" and doesn't yet support composer update.
You can follow method 2, 3 or 4

Be sure also to use a supported PHP version not old.
I use PHP 7.4

PHP 7.3 will end his life in 2 months https://www.php.net/supported-versions.php

[IwataNeo]

@PeopleInside i updated sucessfully to the latest version but the problem still exists. I am not sure on how i can start a console to see what is happening. Is there an explanation for that anywhere too?

I am using php Version 7.4 on my Webserver.

[vipin-shrivastava]

@IwataNeo
Open the console of your browser & then refresh the page, you will see the error

[PeopleInside]

@PeopleInside i updated sucessfully to the latest version but the problem still exists. I am not sure on how i can start a console to see what is happening. Is there an explanation for that anywhere too?

I am using php Version 7.4 on my Webserver.

I'm sorry to read the issue persist.
Please see if this article can help you: https://balsamiq.com/support/faqs/browserconsole/

At time of Europe/Rome you can find me also on live chat on my personal website (see GitHub page).
I'm not part of the UVdesk team, just a passionate user but if I can help in some way to resolve your issue will be happy to do.

[IwataNeo]

@vipin-shrivastava @PeopleInside
the Console just showing some warnings but no errors as you can see in the Screenshot
the translation of the german warning is :
This page uses the non-standard "zoom" property. Instead, calc () should be used in the appropriate property values ​​or "transform" together with "transform-origin: 0 0".

maybe this could be a hint?

[vipin-shrivastava]

@IwataNeo

See the below screenshot here you can see the error

[IwataNeo]

@vipin-shrivastava
yes. that is what i have done at my very first post.

that is the output.

[PeopleInside]

@IwataNeo do you find any error on UVdesk main root folder var/log ?
Have you also checked server error logs?

[vipin-shrivastava]

@IwataNeo

Share your helpdesk URL with admin credentials on [email protected], our team will check & update you.

[IwataNeo]

@PeopleInside
I checked both log files but can't find any hint of the source of this issue.

[IwataNeo]

@vipin-shrivastava
Will write this mail right now.

Mail was send successfully.

[PeopleInside]

What the issue was?

[IwataNeo]

@PeopleInside
The issue was that the Agent and the Customer had the exact same E-Mail Adress within one Ticket.
This is possible if an Agent creates a Ticket and uses his Agent Data. Then the System creates a customer with these Data without checking if the Email already exists. This was happened during testing, but shouldn't happen in normal use i guess.

Sorry for making all of this trouble ;-)

[PeopleInside]

I believe UVdesk team need solve this as this should not happen.

[vipin-shrivastava]

@IwataNeo @PeopleInside
wait, I have created a ticket & assigned it to the same email agent & when I open that ticket & reply from admin, customer & agent it works fine. There is no loading issue occurs

@IwataNeo Please create a new ticket from the same email of the agent & customer then check, If you found this issue please let us know