Problem After Upgrade To 3.6.1

[m0hamedessam]

i recently upgarde my blesta from 3.4 to 3.6.1 upgrading was fine no problems but i find out i get that when i try to open tickets "admin/client" side.

 

SQLSTATE[42S22]: Column not found: 1054 Unknown column 'support_replies.contact_id' in 'on clause' on line 124 in xxxxxxxxxxxxxxxx/account/lib/model.php

Printing Stack Trace:
#0 xxxxxxxxxxxxxxxx/account/lib/model.php(124): PDOStatement->execute(Array)
#1 xxxxxxxxxxxxxxxx/account/components/record/record.php(689): Model->query('SELECT `support...', Array)
#2 xxxxxxxxxxxxxxxx/satarabia.com/account/plugins/support_manager/models/support_manager_tickets.php(711): Record->fetchAll()
#3 xxxxxxxxxxxxxxxx/account/plugins/support_manager/controllers/admin_tickets.php(94): SupportManagerTickets->getList('open', '1', NULL, 1, Array, false)
#4 /xxxxxxxxxxxxxxxx/account/lib/dispatcher.php(121): AdminTickets->index()
#5 xxxxxxxxxxxxxxxx/account/index.php(21): Dispatcher::dispatch('/admin/plugin/s...')
#6 {main}

 

BTW i don't use tickets system and i have no dept. i use only support plugin as KB only.

 

any idea ?

 

[Tyson]

Thanks for your reply for SupportManager.staff_ticket_assigned table is exist and looks ok but i checked support_replies and its empty no rows inside i think this the problem so maybe i need to recreate this table again so wait your suggests

 

Do have support tickets in your system? If so, then there should be records in the `support_replies` table. If they are missing, they were somehow inadvertently deleted. In this case, it would be best to restore the table from a backup, if you have one.

 

If you do have a record resulting from this query:

SELECT * FROM `email_groups` WHERE `action` = 'SupportManager.staff_ticket_assigned';

..then your SupportManager was successfully upgraded to add the new email templates. For whatever reason, then, the only thing that appears to be missing is the contact_id field for the `support_replies` table.

 

You can try to resolve that issue manually by running this query:

ALTER TABLE `support_replies` ADD `contact_id` INT(10) UNSIGNED NULL DEFAULT NULL AFTER `staff_id`;

After you do that, try to see if you encounter an error when you view support tickets in Blesta.

[Paul]

Did you run /admin/upgrade after uploading 3.6.1?

 

If not, do that. After that, go to Settings > Company > Plugins, and make sure no plugins have an upgrade waiting.

[m0hamedessam]

sure i did upgrade and no plugins waiting upgrade also i don't want to reinstall support plugin because i have many articals on KB and i don't know if i did so i will lose them or not.

 

so any patch or sql command to fix it ?

[m0hamedessam]

any solution ?

[Paul]

It seems as if the Support Manager upgrades have not been run, but if you're not seeing an Upgrade button for the plugin under Settings > Company > Plugins > Support Manager, then something went wrong. Normally we would suggest rolling back to a backup of your database prior to the upgrade, and attempting the upgrade again.

 

If that's not feasible, you could install the same version in another location (start a trial) and compare the support manager tables between installations. Your live environment should match, structurally, the tables and columns across both. If it doesn't you can manually create those tables or columns.

[m0hamedessam]

I go for last choice adding tables but i need sql patch to fix it i think Tyson can help wait his reply !

[Tyson]

Version 3.4 of Blesta came with v2.8.0 of the Support Manager. Between v3.4 and v3.6.1 of Blesta, there have been no database upgrades to the Support Manager. I suspect the problem would have existed for you since v3.4.

 

Can you provide an SQL dump of the `support_replies` table schema in your database? Can you also take a look at the `email_groups` table and see if any records are returned from the following query:

SELECT * FROM `email_groups` WHERE `action` = 'SupportManager.staff_ticket_assigned';

[m0hamedessam]

 

Version 3.4 of Blesta came with v2.8.0 of the Support Manager. Between v3.4 and v3.6.1 of Blesta, there have been no database upgrades to the Support Manager. I suspect the problem would have existed for you since v3.4.

 

Can you provide an SQL dump of the `support_replies` table schema in your database? Can you also take a look at the `email_groups` table and see if any records are returned from the following query:

SELECT * FROM `email_groups` WHERE `action` = 'SupportManager.staff_ticket_assigned';

 

Thanks for your reply for SupportManager.staff_ticket_assigned table is exist and looks ok but i checked support_replies and its empty no rows inside i think this the problem so maybe i need to recreate this table again so wait your suggests

[m0hamedessam]

Thanks its fixed now

[NetworkJack]

Just added Support Manager plug-in myself to a 3.6.1 install and during setup, I had to perform the following ALTER TABLEs:

 

ALTER TABLE  `support_replies` ADD  `contact_id` INT UNSIGNED NULL DEFAULT NULL AFTER  `staff_id`

 

ALTER TABLE  `support_departments` ADD  `override_from_email` TINYINT NOT NULL DEFAULT  '1' AFTER  `clients_only` ,

ADD  `close_ticket_interval` INT UNSIGNED NULL DEFAULT NULL AFTER  `override_from_email` ,

ADD  `response_id` INT UNSIGNED NULL DEFAULT NULL AFTER  `close_ticket_interval`

 

If I run into any other tables issue I will post my "fix".