[Christian Reinschluessel]

when a logged on user tries to open a ticket the following error message appears (on sending the ticket) in osticket.error.log:

PHP Fatal error: Uncaught OrmException: ClientAccount: timezone: Field not defined in /var/www/osTicket/upload/include/class.orm.php:413\nStack trace:\n#0 /var/www/osTicket/upload/include/class.orm.php(417): VerySimpleModel->get()\n#1 /var/www/osTicket/upload/include/class.user.php(1212): VerySimpleModel->__get()\n#2 /var/www/osTicket/upload/include/class.user.php(341): UserAccount->getTimezone()\n#3 /var/www/osTicket/upload/include/class.client.php(221): User->getTimezone()\n#4 /var/www/osTicket/upload/include/class.client.php(221): EndUser->__call()\n#5 /var/www/osTicket/upload/include/class.config.php(360): EndUser->__call()\n#6 /var/www/osTicket/upload/include/class.schedule.php(102): OsticketConfig->getTimezone()\n#7 /var/www/osTicket/upload/include/class.schedule.php(106): Schedule->getTimezone()\n#8 /var/www/osTicket/upload/include/class.businesshours.php(99): Schedule->getDatetimeZone()\n#9 /var/www/osTicket/upload/include/class.schedule.php(479): BusinessHours->addWorkingHours()\n#10 /var/www/osTicket/upload/include/class.sla.php(55): BusinessHoursSchedule->addWorkingHours()\n#11 /var/www/osTicket/upload/include/class.ticket.php(557): SLA->addGracePeriod()\n#12 /var/www/osTicket/upload/include/class.ticket.php(568): Ticket->getSLADueDate()\n#13 /var/www/osTicket/upload/include/class.ticket.php(4538): Ticket->updateEstDueDate()\n#14 /var/www/osTicket/upload/open.php(45): Ticket::create()\n#15 {main}\n thrown in /var/www/osTicket/upload/include/class.orm.php on line 413, referer: [company domain]/tickets.php

 

a similar error also apears whenever a user logs in and the ticket.php is automatically opened:

 

PHP Fatal error: Uncaught OrmException: ClientAccount: timezone: Field not defined in /var/www/osTicket/upload/include/class.orm.php:413\nStack trace:\n#0 /var/www/osTicket/upload/include/class.orm.php(417): VerySimpleModel->get()\n#1 /var/www/osTicket/upload/include/class.user.php(1212): VerySimpleModel->__get()\n#2 /var/www/osTicket/upload/include/class.user.php(341): UserAccount->getTimezone()\n#3 /var/www/osTicket/upload/include/class.client.php(221): User->getTimezone()\n#4 /var/www/osTicket/upload/include/class.client.php(221): EndUser->__call()\n#5 /var/www/osTicket/upload/include/class.config.php(360): EndUser->__call()\n#6 /var/www/osTicket/upload/include/class.format.php(853): OsticketConfig->getTimezone()\n#7 /var/www/osTicket/upload/include/client/tickets.inc.php(260): Format::date()\n#8 /var/www/osTicket/upload/tickets.php(147): include(‘…’)\n#9 {main}\n thrown in /var/www/osTicket/upload/include/class.orm.php on line 413, referer: [company domain]/login.php

 

The problem is that this also causes the users to be unable to see their tickets. They only see the Tickets page, but without all their tickets.

[stevland]

Hi Christian,

1. Which version of osTicket Awesome are you running?
2. Is this a fresh install or an upgrade from a previous version?
3. What version of PHP?
4. I’ve never heard of osticket.error.log.
   1. Are you referring to your server’s Apache / PHP error logs?
   2. Or perhaps the Admin Panel > Dashboard > System Logs?
5. What happens if your agent presses SHIFT + O and enters old osTicket mode before trying to open a ticket?

[Christian Reinschluessel]

Hi Stevland,

1. we are running Version 1.18.3 (most recent release)
2. this is an upgrade from 1.18.1
3. we are on PHP 8.2.29
4. I am refering to the Apache / PHP error logs 
5. If the client enters old osTicket mode and opens a ticket the same thing happens.

[stevland]

1. Did the system work correctly on 1.18.1? Could logged-in users open tickets without errors? (I assume yes, but just checking).
2. Does this happen for all logged-in users, or just specific ones?
3. Can you run this SQL and share the result?
   DESCRIBE ost_user_account;