Incorrect ticket count in custom queue

jerrylanejohns

This is the first new queue since we upgraded to 1.17.

The sub-queue ticket count shows the number of tickets in the parent queue and not in the current sub-queue. Note that previously created sub-queues show the correct counts.

Example:

KevinTheJedi

jerrylanejohns

If you logout and back in does it still show incorrectly?

If it still shows incorrectly I'm curious if this patch will fix the issue for you:

diff --git a/include/class.search.php b/include/class.search.php
index f0b770f0..9d0cd0f3 100755
--- a/include/class.search.php
+++ b/include/class.search.php
@@ -992,12 +992,12 @@ class SavedQueue extends CustomQueue {
                 $counts['q'.$queue->getId()] = '-';
         }
 
-        try {
-            $counts = array_merge($counts, $query->values()->one());
-        }  catch (Exception $ex) {
+        //try {
+        //    $counts = array_merge($counts, $query->values()->one());
+        //}  catch (Exception $ex) {
             foreach ($queues as $q)
                 $counts['q'.$q->getId()] = $q->getTotal();
-        }
+        //}
 
         // Always cache the results
         self::storeCounts($key, $counts, $ttl);

Cheers.

jerrylanejohns

Thanks for this patch. I'm somewhat new with osTicket and have not applied a patch before. Could you give me the steps for applying it? I really appreciate it. Jerry

KevinTheJedi

jerrylanejohns

Open that file using any text editor and make the changes manually or use something like patch command on linux. You can research guides online on how to accomplish this.

Cheers.

jerrylanejohns

The patch corrected the problem. Thanks again. Jerry

codeaddict

In my case the mismatch in the count was due to open "sub/child" tickets

mbrctv

With the patch, the counts were not correct because we need to take into account agent visibility.

so by passing in the agent we can make sure its only counting the visible ones

$counts['q' . $q->getId()] = $q->getTotal($agent);