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 replied to this.

  • 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);

    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.

      12 days later

      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

        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.

          a year later

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

          7 months later

          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);
          9 months later

          Using both recommendations in this thread resolved the issue for me. So to combine:

          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();
+                $counts['q'.$q->getId()] = $q->getTotal( $agent );
-        }
+        //}
 
         // Always cache the results
         self::storeCounts($key, $counts, $ttl);
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