[solved] URGENT ~ saved replies not working

[raramuridesign]

Hi Support
Since the last update 1.7.0
The module saved replies is not working.

This happens on the answering or new email

editing saved replies is also an issue

New saved replies works when creating one.

Please could you urgently look into this
Matthew

[freescout-helpdesk]

We can't reproduce the issue. Which PHP version? Any messages in Manage > Logs > App Logs?

[raramuridesign]

Here is system info

So I cleared the logs and then opened a new ticket - tried to choose a saved reply and get this in the logs
There is a lot of other info in the stack trace
does the info below help?

 Trying to access array offset on value of type bool {"userId":1,"email":"[email protected]","exception":"[object] (ErrorException(code: 0): Trying to access array offset on value of type bool at /home/projects/webapps/app-helpdesk/public/vendor/rap2hpoutre/laravel-log-viewer/src/controllers/LogViewerController.php:72)
[stacktrace]
#0 /home/projects/webapps/app-helpdesk/public/vendor/rap2hpoutre/laravel-log-viewer/src/controllers/LogViewerController.php(72): Illuminate\\Foundation\\Bootstrap\\HandleExceptions->handleError()
#1 [internal function]: Rap2hpoutre\\LaravelLogViewer\\LogViewerController->index()
#2 /home/projects/webapps/app-helpdesk/public/overrides/Illuminate/Routing/Controller.php(54): call_user_func_array()
#3 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/ControllerDispatcher.php(45): Illuminate\\Routing\\Controller->callAction()
#4 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Route.php(212): Illuminate\\Routing\\ControllerDispatcher->dispatch()
#5 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Route.php(169): Illuminate\\Routing\\Route->runController()
#6 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Router.php(658): Illuminate\\Routing\\Route->run()
#7 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(30): Illuminate\\Routing\\Router->Illuminate\\Routing\\{closure}()
#8 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/CheckRole.php(26): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#9 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\CheckRole->handle()
#10 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#11 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/CustomHandle.php(22): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#12 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\CustomHandle->handle()
#13 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#14 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/LogoutIfDeleted.php(28): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#15 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\LogoutIfDeleted->handle()
#16 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#17 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/Localize.php(30): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#18 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\Localize->handle()
#19 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#20 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/HttpsRedirect.php(41): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#21 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\HttpsRedirect->handle()
#22 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#23 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Middleware/SubstituteBindings.php(41): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#24 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Routing\\Middleware\\SubstituteBindings->handle()
#25 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#26 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Auth/Middleware/Authenticate.php(43): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#27 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Auth\\Middleware\\Authenticate->handle()
#28 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#29 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Middleware/VerifyCsrfToken.php(67): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#30 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Foundation\\Http\\Middleware\\VerifyCsrfToken->handle()
#31 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#32 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/View/Middleware/ShareErrorsFromSession.php(49): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#33 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\View\\Middleware\\ShareErrorsFromSession->handle()
#34 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#35 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/TokenAuth.php(31): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#36 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\TokenAuth->handle()
#37 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#38 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Session/Middleware/StartSession.php(63): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#39 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Session\\Middleware\\StartSession->handle()
#40 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#41 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Cookie/Middleware/AddQueuedCookiesToResponse.php(37): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#42 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Cookie\\Middleware\\AddQueuedCookiesToResponse->handle()
#43 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#44 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Cookie/Middleware/EncryptCookies.php(59): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#45 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Cookie\\Middleware\\EncryptCookies->handle()
#46 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#47 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(102): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#48 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Router.php(660): Illuminate\\Pipeline\\Pipeline->then()
#49 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Router.php(635): Illuminate\\Routing\\Router->runRouteWithinStack()
#50 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Router.php(601): Illuminate\\Routing\\Router->runRoute()
#51 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Router.php(590): Illuminate\\Routing\\Router->dispatchToRoute()
#52 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Kernel.php(176): Illuminate\\Routing\\Router->dispatch()
#53 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(30): Illuminate\\Foundation\\Http\\Kernel->Illuminate\\Foundation\\Http\\{closure}()
#54 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/TerminateHandler.php(12): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#55 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\TerminateHandler->handle()
#56 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#57 /home/projects/webapps/app-helpdesk/public/app/Http/Middleware/ResponseHeaders.php(11): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#58 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): App\\Http\\Middleware\\ResponseHeaders->handle()
#59 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#60 /home/projects/webapps/app-helpdesk/public/vendor/fideloper/proxy/src/TrustProxies.php(56): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#61 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Fideloper\\Proxy\\TrustProxies->handle()
#62 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#63 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Middleware/TransformsRequest.php(30): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#64 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Foundation\\Http\\Middleware\\TransformsRequest->handle()
#65 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#66 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Middleware/TransformsRequest.php(30): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#67 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Foundation\\Http\\Middleware\\TransformsRequest->handle()
#68 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#69 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Middleware/ValidatePostSize.php(27): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#70 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Foundation\\Http\\Middleware\\ValidatePostSize->handle()
#71 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#72 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Middleware/CheckForMaintenanceMode.php(46): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#73 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(149): Illuminate\\Foundation\\Http\\Middleware\\CheckForMaintenanceMode->handle()
#74 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Routing/Pipeline.php(53): Illuminate\\Pipeline\\Pipeline->Illuminate\\Pipeline\\{closure}()
#75 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Pipeline/Pipeline.php(102): Illuminate\\Routing\\Pipeline->Illuminate\\Routing\\{closure}()
#76 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Kernel.php(151): Illuminate\\Pipeline\\Pipeline->then()
#77 /home/projects/webapps/app-helpdesk/public/vendor/laravel/framework/src/Illuminate/Foundation/Http/Kernel.php(116): Illuminate\\Foundation\\Http\\Kernel->sendRequestThroughRouter()
#78 /home/projects/webapps/app-helpdesk/public/public/index.php(64): Illuminate\\Foundation\\Http\\Kernel->handle()
#79 {main}
"}
                    

[raramuridesign]

Please note, we are having this same issue on 4 other helpdesks with exact same setup.

[freescout-helpdesk]

Try to clear browser cache. If the issue still persist feel free to send web and SSH/FTP access to your server to [email protected]

[sam-suresh]

I just upgraded today and facing same issue.

Browser cache cleared.
Application cache cleared.
All modules up to date.

No any error in App logs.

App Version	1.7.0
Apr 5, 2021 16:16
HTTPS
Apache/2.4.46 (Unix) OpenSSL/1.1.1
PHP 7.4.16
512M / 1024M

Saved Replies Active
Version: 1.0.6 |

[raramuridesign]

Try to clear browser cache. If the issue still persist feel free to send web and SSH/FTP access to your server to [email protected]

Hi Support
I have sent email and access to our helpdesk.
You can reply via email on this.
thanks
M

[freescout-helpdesk]

It looks like something went wrong when you've updated Saved Replies Module to the latest version.

Try:

• manually delete all JS files from /public/js/builds
• reinstall Saved Replies module

[freescout-helpdesk]

@sam-suresh In /public/modules do you have symlinks or folders?

[raramuridesign]

Just a follow up here, and thanks to Freescout support for sorting this out.
The modules in the yourpath/public/modules/ folder require a sym link if these have somehow been manually created, this will cause the problem.

The fix is as follows, during this process NO DATA is removed.

• deactivate all modules
• delete all modules
• navigate to yourpath/public/modules and remove all folders
• install and activate modules one by one
• login via SSH and check the yourpath/public/modules folder to see if the new install has created sym links
• If yes, then check if saved replies is working

That's it
Thanks to support for solving this.
Matthew

[freescout-helpdesk]

Thanks for the follow up.

[sam-suresh]

@sam-suresh In /public/modules do you have symlinks or folders?

I don't have any symlinks created there.

I deleted the module and re-installed it. Still the same error.

[raramuridesign]

@sam-suresh recheck the guide above, there was a step missing.

[sam-suresh]

Thank you @raramuridesign.

Deactivating and removing modules doesn't remove the public/modules. Removing it and reinstalling fixes this issue.