Ticket queue count is not updating

Mukund81

Dear All,

I have installed OSticket Version v1.17.3 on Windows machine and below is the detail system detail.
OS : Windows

IIS 10
Data Base : My SQL 8.0
PHP : 8.0.28

Issue : when ticket assigned to agent Queue count of open ticket is not updated automatically. Sometimes when we log of and relogin then it is updating.

Also Ticket closed by agent is also not getting updated in closed ticket count. Please help.

KevinTheJedi

Mukund81

Queue Counts are generated for each agent when they login and are cached for up to 5 minutes. Then they should be regenerated afterwards. You can immediately refresh the counts by logging out and back in.

Cheers.

Mukund81

KevinTheJedi

Thanks Kavin.
What about closed ticket ? It is also not updating after 5 min and evwn after log off. I can search closed ticket with ticket no. but it is not updating automatically on dashboard summary. With my login (admin) its updating not not updating with agent id.

KevinTheJedi

Mukund81

What do you mean by Dashboard Summary? You mean Agent Panel > Dashboard? Or do you mean the Ticket Queue.

When a Ticket is closed whomever is assigned will lose access. So if they were assigned the Ticket and it got closed then they won't see that Ticket in the Closed Queue unless they have department access.

Cheers.

Mukund81

KevinTheJedi
Hi Kevin,
Please refer below snap. with my id queue is updating but it is not updating with agent ID. This is the same agent who has resolved ticket.

KevinTheJedi

Mukund81

Can you please provide more information? I'm not following you..

Cheers.

Mukund81

KevinTheJedi

When agent close or resolve ticket, it should be update in queue as per above snapshot. Right ? Which is not happenning. Please help

KevinTheJedi

Mukund81

If they still have access to the Ticket after closing then yes it should update after 5 minutes. It sounds like the Agent was assigned to the Ticket then closed the Ticket which removes the Assignment which removes the Agent's access from the Ticket.

Cheers.

Mukund81

It is resolved after applying below changes. Thanks.

https://forum.osticket.com/d/84894-agents-with-limited-access-cannot-view-closed-tickets/10

can change the following file: include/class.staff.php
method: getTicketsVisibility()
line:

$visibility = Q::any(new Q(array('statusstate'=>'open', $assigned)));
to
$visibility = Q::any(new Q(array('statusstate__in'=>array('open', 'closed'), $assigned)));