Tickets anonymized after update

[shadedk]

Version of script: 3.5.2
Hosting company: on-prem

After updating from version 3.4.6 to 3.5.2, all tickets in the system now display customer information as anonymized. However, when I inspect the hesk_tickets table in the database, the customer data is still present. Is there a way to restore the display of the u_name and u_email fields in the web interface?

[Klemen]

This means something went wrong during the update; maybe the customer import script didn't finish correctly?

What you should do is restore the backup and run the update script again.

[shadedk]

Unfortunately, it is not possible because I forgot to back up before the update. Do I have any other options?

[Klemen]

Hard to say as I don't know the amount of changes to the database.

The old data is still stored in u_name and u_email as you have noticed. Perhpas you can find someone to write you a script that would convert the data from tickets to customers again (perhaps with the help of Hesk update scripts). Unfortunately I don't have the time to do this for you.

[shadedk]

It appears that this issue does not affect new tickets but only existing ones, which is manageable on our end.

Is there a function or method to verify the database and ensure that all necessary fields are present so we can avoid other problems in the future?

[Klemen]

There is no automated tool to do that.

One way to do that would be to compare your database structure with the SQL commands in the /install/instal/.php file.

Or, to install a second copy of Hesk somewhere and compare database structure in phpMyAdmin for example.

[shadedk]

I compared the database structure and identified a few issues: the collation was incorrect in some places, and two VARCHAR fields should be larger. However, I discovered—though I’m not entirely sure why—that the table hesk_ticket_to_customer is nearly empty. If I take an open ticket and manually insert the corresponding ticket number and customer number into this table, the customer information then appears on the ticket.

I will go ahead and do this for the 12 open tickets. As for the closed tickets, they will just remain anonymized.

On another note, the Danish translation is now at 99.9%. I thought I had covered all the lines, but can you see which ones I might have missed?

[Klemen]

That indeed sounds like an error during the customer import process. Hard to say what caused it, we've tested the process on importing 1 million+ tickets and it worked fine.

If you would want to update the closed ones too, you could create a script to loop through each, find a customer account with the u_email value, and update the ticket_to_customer table.

As for the translation; I checked and it seems that a couple of email templates are still in English (inside /da/emails and /da/html_emails)