Hello,
Since we upgraded to 13.0.0, on some tickets (not all) we have an issue when updating any field.
Here is the error message found in the log file:
2026-07-09 11:25:52.635 ** ERROR ** [V13.0.0] [3] ERROR **
2026-07-09 11:25:52.635 ** ERROR ** [V13.0.0] [3] on file '/var/www/projeqtor.aznetwork.eu/model/IdentificationTags.php' at line (322)
2026-07-09 11:25:52.635 ** ERROR ***** [V13.0.0] [3] cause = preg_match_all(): Compilation failed: regular expression is too large at offset 132317
How to fix it?
It looks like to become worst over time : initialy I got this error one or two times a day, but now it's almost on all tickets.
Hello,
Do you need more details about this issue?
It’s becoming blocking as we can no longer reply to our customers’ tickets or save the qualification.
I’m not completely sure, but it seems to be related to the size (or the content) of the Description or Answer fields in the tickets.
=> Tickets created from emails are almost always affected.
=> If we paste content from a rich editor such as Microsoft Word into the Answer field, the problem occurs frequently.
The Note field doesn’t seem to be impacted, so for now it’s the only place where we can store information in the tickets.
The "Note" elements don't look like to be affected by the issue (so we can only use that field to store information in the tickets right now...)
Hello,
we register a new ticket for this issue : Ticket #11815, we working on it and this gonna be available with the subscription as soon a we fixed it, or when the next version is released.
Have a great day.