Error in creating new tickets after MySQL upgrade

[ictconsulting]

Script URL: lnx.ictcwweb.it/helpdesk/
Version of script: 3.4.3
Hosting company: Aruba.it
URL of phpinfo.php: Find attached the full text
URL of session_test.php:
What terms did you try when SEARCHING for a solution:

Write your message below:



Versione HESK
3.4.3
HESK è aggiornato
Licenza HESK
Autorizzato
Versione PHP
7.1.33 (MySQLi)
Versione MySQL
5.7.42-46-log
/hesk_settings.inc.php
Esiste, Accessibile in scrittura
/attachments
Esiste, Accessibile in scrittura
/cache
Esiste, Accessibile in scrittura



After upgrading My Sql to an earlier version ( Done by the hosting company) I updated all (I guess) the required info in hesk_setting.inc.php and the script apparently started working again except for the ticket submission feature that seems unable to alter the DB table for unknown reason. Editing old tickets still working as expected so I do not know what should I blame for...

Here is the log output of the error after triyng to submit a new ticket.




Errore: Impossibile eseguire SQL: INSERT INTO `hesk_tickets` ( `trackid`, `name`, `email`, `category`, `priority`, `subject`, `message`, `message_html`, `dt`, `lastchange`, `closedat`, `articles`, `ip`, `language`, `status`, `openedby`, `closedby`, `owner`, `locked`, `attachments`, `merged`, `history`, `due_date` , `custom1`, `custom2`, `custom3`, `custom4`, `custom5`, `custom6`, `custom7`, `custom8`, `custom9`, `custom10`, `custom11`, `custom12`, `custom13`, `custom14`, `custom15`, `custom16`, `custom17`, `custom18`, `custom19`, `custom20`, `custom21`, `custom22`, `custom23`, `custom24`, `custom25`, `custom26`, `custom27`, `custom28`, `custom29`, `custom30`, `custom31`, `custom32`, `custom33`, `custom34`, `custom35`, `custom36`, `custom37`, `custom38`, `custom39`, `custom40`, `custom41`, `custom42`, `custom43`, `custom44`, `custom45`, `custom46`, `custom47`, `custom48`, `custom49`, `custom50` , `assignedby` ) VALUES ( '61E-XS6-UJBG', 'prova', 'lmazzoli@ictcweb.it', '1', '3', 'werwerw', 'ewwerwqe', 'ewwerwqe', NOW(), NOW(), NULL, NULL, '2.236.103.182', NULL, '0', '0', NULL, '1', '0', '', '', '
18-Set-2023 3:57pm | inviato da Cliente
18-Set-2023 3:57pm | assegnato automaticamente a Luigi Mazzoli (Administrator)
', NULL , 'prova', 'Si', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '', '' , -1 )

MySQL riporta:
Field 'totalTimeSpent' doesn't have a default value


ATTENZIONE
La modalità di debug è abilitata. Disabilitare la modalità di debug nelle impostazioni una volta che HESK sia stato installato e funzioni correttamente






(REMOVED)

[Klemen]

There is no totalTimeSpent field in the original Hesk installation; maybe this was added by you (or by some mod in the past)?

If you don't know what it is, I would:
- backup the database
- remove the totalTimeSpent filed in phpMyAdmin
- test

[ictconsulting]

Thank you Klemen, could be some experimental update done during the time but still wonder why this happened after mysql version upgrade. I'll apply the suggested modifications and let you know if it fix the issue.

[ictconsulting]

You made my day! It worked. Thanky you for your time.

Last question, the field named 'time_worked' I also found in hesk_tickets table, is from the original installation of Hesk?

[ictconsulting]

Sorry Klemen, the script seems to work fine but still getting some errors regarding permission denied, would you please take a look at it ? I'm almost sure you know the reason why. Thank you again

Luigi


ERROR LOGS:

19/09/2023 07:47:10
[error] [client 2.236.103.182] - www.ictcweb.it - AH01215: postdrop: warning: unable to look up public/pickup: Permission denied: /web/htdocs/www.ictcweb.it/home/helpdesk/admin/admi ... ticket.php, referer http://lnx.ictcweb.it/helpdesk/admin/ad ... resh=94718
19/09/2023 07:47:10
[error] [client 2.236.103.182] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-ip": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/admin/admin_ticket.php"] [unique_id "ZQk13qjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/ad ... resh=94718
19/09/2023 07:47:10
[error] [client 2.236.103.182] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-user": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/admin/admin_ticket.php"] [unique_id "ZQk13qjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/ad ... resh=94718
19/09/2023 07:47:10
[error] [client 2.236.103.182] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-resource": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/admin/admin_ticket.php"] [unique_id "ZQk13qjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/ad ... resh=94718
19/09/2023 07:46:42
[error] [client 2.236.103.182] - www.ictcweb.it - AH01215: postdrop: warning: unable to look up public/pickup: Permission denied: /web/htdocs/www.ictcweb.it/home/helpdesk/admin/admi ... ticket.php, referer http://lnx.ictcweb.it/helpdesk/admin/ne ... category=7
19/09/2023 07:44:04
[error] [client 54.36.148.251] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
19/09/2023 07:44:04
[error] [client 54.36.148.251] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
19/09/2023 07:44:04
[error] [client 54.36.148.251] - www.ictcweb.it - AH01215: PHP Notice: Undefined offset: 21 in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 94: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
19/09/2023 07:43:48
[error] [client 2.236.103.182] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-ip": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/admin/delete_tickets.php"] [unique_id "ZQk1FKjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/ad ... resh=35753
19/09/2023 07:43:48
[error] [client 2.236.103.182] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-user": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/admin/delete_tickets.php"] [unique_id "ZQk1FKjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/ad ... resh=35753
19/09/2023 07:43:27
[error] [client 2.236.103.182] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... /index.php on line 52: /web/htdocs/www.ictcweb.it/home/helpdesk/index.php, referer http://lnx.ictcweb.it/helpdesk/ticket.php
19/09/2023 07:43:27
[error] [client 2.236.103.182] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... /index.php on line 52: /web/htdocs/www.ictcweb.it/home/helpdesk/index.php, referer http://lnx.ictcweb.it/helpdesk/ticket.php
19/09/2023 07:43:20
[error] [client 2.236.103.182] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... t/form.php on line 46: /web/htdocs/www.ictcweb.it/home/helpdesk/ticket.php, referer http://lnx.ictcweb.it/helpdesk/
19/09/2023 07:43:20
[error] [client 2.236.103.182] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... t/form.php on line 46: /web/htdocs/www.ictcweb.it/home/helpdesk/ticket.php, referer http://lnx.ictcweb.it/helpdesk/
19/09/2023 07:43:20
[error] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-ip": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/theme/hesk3/customer/js/jquery.modal.min.js"] [unique_id "ZQk0-KjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/ticket.php
19/09/2023 07:43:20
[error] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-user": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/theme/hesk3/customer/js/jquery.modal.min.js"] [unique_id "ZQk0-KjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/ticket.php
19/09/2023 07:43:20
[error] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-resource": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/theme/hesk3/customer/js/jquery.modal.min.js"] [unique_id "ZQk0-KjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/ticket.php
19/09/2023 06:26:13
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-content/uploads/xl2023.php
19/09/2023 06:26:11
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/iR7SzrsOUEP.php
19/09/2023 06:26:07
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-content/xl2023.php
19/09/2023 06:26:03
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/cgi-bin
19/09/2023 06:26:00
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/admin-heade.php
19/09/2023 06:25:54
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/xleet-shell.php
19/09/2023 06:25:51
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/lock360.php
19/09/2023 06:25:39
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-admin/images/iR7SzrsOUEP.php
19/09/2023 06:25:36
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-admin/network/iR7SzrsOUEP.php
19/09/2023 06:25:26
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-admin/user/iR7SzrsOUEP.php
19/09/2023 06:25:23
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-content/upgrade/iR7SzrsOUEP.php
19/09/2023 06:25:18
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-admin/maint/iR7SzrsOUEP.php
19/09/2023 06:25:17
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/wp-admin/includes/iR7SzrsOUEP.php
19/09/2023 06:25:15
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/xl2023x.php
19/09/2023 06:25:11
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/xxl.php
19/09/2023 06:25:05
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/xl2023.php
19/09/2023 06:25:02
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/xleet.php
19/09/2023 04:32:05
[error] [client 40.77.167.41] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... tegory.php on line 78: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
19/09/2023 04:32:05
[error] [client 40.77.167.41] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... tegory.php on line 78: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
19/09/2023 03:13:11
[error] [client 54.36.148.180] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
19/09/2023 03:13:11
[error] [client 54.36.148.180] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 22:45:53
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/adminer.php
18/09/2023 22:45:52
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/ad.php
18/09/2023 22:45:52
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/_adminer.php
18/09/2023 22:45:52
[error] - www.ictcweb.it - [client 157.254.237.166] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-ip": Permission denied [hostname "lnx.ictcweb.it"] [uri "/_adminer.php"] [unique_id "ZQi3AKjghfZGsaYiOvEcDwAAAAY"]
18/09/2023 22:45:52
[error] - www.ictcweb.it - [client 157.254.237.166] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-user": Permission denied [hostname "lnx.ictcweb.it"] [uri "/_adminer.php"] [unique_id "ZQi3AKjghfZGsaYiOvEcDwAAAAY"]
18/09/2023 22:45:52
[error] - www.ictcweb.it - AH02811: script not found or unable to stat: /web/htdocs/www.ictcweb.it/home/adminer-4.6.2.php
18/09/2023 21:05:54
[error] [client 2.236.103.182] - www.ictcweb.it - AH01215: postdrop: warning: unable to look up public/pickup: Permission denied: /web/htdocs/www.ictcweb.it/home/helpdesk/admin/admi ... ticket.php, referer http://lnx.ictcweb.it/helpdesk/admin/ne ... category=1
18/09/2023 21:05:22
[error] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-ip": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/css/dropzone.min.css"] [unique_id "ZQifcqjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/new_ticket.php
18/09/2023 21:05:22
[error] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-user": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/css/dropzone.min.css"] [unique_id "ZQifcqjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/new_ticket.php
18/09/2023 21:05:22
[error] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-resource": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/css/dropzone.min.css"] [unique_id "ZQifcqjghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/new_ticket.php
18/09/2023 20:48:05
[error] [client 54.36.148.238] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... tegory.php on line 78: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 20:48:05
[error] [client 54.36.148.238] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... tegory.php on line 78: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 20:32:43
[error] - www.ictcweb.it - [client 185.242.183.35] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-ip": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/theme/hesk3/customer/js/svg4everybody.min.js"] [unique_id "ZQiXy6jghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/knowledg ... rticle=148
18/09/2023 20:32:43
[error] - www.ictcweb.it - [client 185.242.183.35] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-user": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/theme/hesk3/customer/js/svg4everybody.min.js"] [unique_id "ZQiXy6jghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/knowledg ... rticle=148
18/09/2023 20:32:43
[error] - www.ictcweb.it - [client 185.242.183.35] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-resource": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/theme/hesk3/customer/js/svg4everybody.min.js"] [unique_id "ZQiXy6jghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/knowledg ... rticle=148
18/09/2023 20:32:22
[error] [client 2.236.103.182] - www.ictcweb.it - [client 2.236.103.182] ModSecurity: collections_remove_stale: Failed to access DBM file "/tmp_ms/ID18702956-resource": Permission denied [hostname "lnx.ictcweb.it"] [uri "/helpdesk/admin/new_ticket.php"] [unique_id "ZQiXtajghfZGsaYiOvEcDwAAAAY"], referer http://lnx.ictcweb.it/helpdesk/admin/new_ticket.php
18/09/2023 20:00:35
[error] [client 128.90.148.23] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 20:00:35
[error] [client 128.90.148.23] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 18:20:08
[error] [client 54.36.148.207] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... tegory.php on line 78: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 18:20:08
[error] [client 54.36.148.207] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... tegory.php on line 78: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 17:36:03
[error] [client 54.36.148.63] - www.ictcweb.it - AH01215: PHP Warning: include(./theme/hesk3/../../head.txt): failed to open stream: No such file or directory in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php
18/09/2023 17:36:03
[error] [client 54.36.148.63] - www.ictcweb.it - AH01215: PHP Warning: include(): Failed opening './theme/hesk3/../../head.txt' for inclusion (include_path='.:/php7.1/lib/php') in /web/htdocs/www.ictcweb.it/home/helpdesk/theme/hesk ... rticle.php on line 43: /web/htdocs/www.ictcweb.it/home/helpdesk/knowledgebase.php

[Klemen]

The time_worked is used by Hesk, yes.

Not sure about your errors. What I would do is:
- make sure you only have original Hesk files uploaded, nothing else
- make sure any server-side redirects are turned off for Hesk (looks like you use Wordpress and it's .htaccess sometimes creates redirects)

[ictconsulting]

Thank you for the kind reply. I'll try to save the db and reinstall hesk.

[ictconsulting]

Hi klemen, I experienced another issue when the client try to reply to the ticket it gets the followindìg error that I tried to put in english...

Error

Can't execute SQL: INSERT INTO `hesk_replies` (`replyto`,`name`,`message`,`message_html`,`dt`,`attachments`) VALUES (570,'myname','read','read',NOW(),'')

MySQL reports:
Field 'staffid' doesn't have a default value

Could this be related to the upgrade of Mysql as well? Could be related in some way to the strict SQL mode if changed with the upgrade?
Can you help me find out what's wrong. It worked like a charme untill I had to upgrade MySQL for other product compatibility requirements...

Best regards

[ictconsulting]

Seems like my replies (Admin) goes trough without errors... This time "staffid" field looks like a legit one as I found call to it in the original reply_ticket.php script.

[Klemen]

The staffid is indeed used, you should go to the MySQL (using phpMyAdmin for example) and give it a default value of 0.

This looks like another relic of a past modification. What you should do is install a clean version of Hesk somewhere, then compare the database structure to your own database structure and make sure they match exactly.

[ictconsulting]

Thank you, all the problems started just after the upgrade of the database, before, since the first version of hesk, it just worked like a charm. this is just to said that no hesk modifications have been implemented recently except for the upgrade of Mysql version so my doubt arise on that side of the site, that's why I asked you if a simple setting switch on the DB side could have solved the issues.

[Klemen]

You most likely had "Mods for Hesk" installed at one point in the past and when uninstalling it all the fields were not removed, hence the problems. If you had only original Hesk files all along, those database fields would not have been there.

As mentioned, the only way to be 100% sure is to compare the database contents with the original one, and fix any discrepancies.