Queues 1.17.5

jroca

Good morning, a few days ago I updated from version 1.17 to 1.17.5.
The queues that I had configured have not been passed correctly and now it shows me the numbering of all the tickets even closed. I looked at the settings but it's correct. Why do they work correctly in 1.17 and are changed in 1.17.5?

1.17

1.17.5

KevinTheJedi

jroca

Maybe there was a bug with the counts that was eventually addressed? We haven’t had such reports so maybe it’s also an upgrade mishap during your upgrade attempt. Do a total count of that queue to see.

Cheers.

jroca

I have made the queries to the BD_tickets, when I filter by the ID of my department I get the correct E.J: 200

And when I filter through all the departments I get the ones in the image E.J: 900

It's like I'm not filtering properly by departments. When I updated it I didn't touch the queue settings.

KevinTheJedi

jroca

That doesn't appear to be the raw query the system actually runs for the queue so that's not really helpful here. What I'm saying is what is the total count of Tickets in the queue vs what the number shows at the top?

Cheers.

KevinTheJedi

jroca

Also, it seems like maybe previously the agent in question was limited to only assigned tickets so the queue was only showing tickets assigned to them or their team(s)? Or maybe someone modified the queue to make it only show tickets assigned to a particular team?

Cheers.

jroca

Previously only tickets assigned to my department were displayed, now it seems to do a total count of tickets from all departments. It doesn't show them, but it does that total count and shows me blank pages.
As I said, it is strange since the configuration is the same, only an update has been made to a more updated version of Osticket.

apart from the fact that all the filters I had have stopped working.

KevinTheJedi

jroca

Then it seems like you didn’t upgrade properly or something as I cannot replicate this. Do you have a backup that you can retry the upgrade? As for the filters are there any logs, etc.?

Cheers.

jroca

I have cleanly installed the latest version on a new database, I still have the same problem with queues. The thing is that I have 3 departments, when I log in with my IT user it shows me the tickets assigned to my department, there is even everything fine, but in the count of pending tickets it counts tickets that are not assigned to my department. So I don't have a reliable list of tickets, since assigned to the department I have 2 and it makes me count 6. He's counting tickets in general.

KevinTheJedi

jroca

Can you test on a fully English install? I’m wondering if you installing in Spanish is having issues.

Cheers.

jroca

I have done it but it is still the same, is it possible that it is the version of MYSQL? I have a very old version.

KevinTheJedi

jroca

Not really. I have a few questions:

What is the queue criteria?
If you enable the setting called “Limit ticket access to only assigned tickets” for the agent and have them retest does it work properly?
Are any Tickets merged/linked/referred?
Did you modify the codebase previously?

Cheers.

jroca

KevinTheJedi

I haven't modified the codebase

jroca

I have 3 departments and X centers, I am trying to filter by the x centers that I have configured in "LISTS/CENTERS". When I filter by the name of x CENTRO it does not show me anything and in addition to that in the counter of pending tickets it adds tickets that are from other departments. Each department is configured so that they can only see tickets assigned to their department. It's strange because I have another Osticket in version 1.17 and I don't have any problems with queues. The configuration of queues, teams, users, departments... It is identical to the new one that is in version 1.18. The question is because in one the queues do work correctly and in the new one of the latest version they do not, knowing that the configuration is identical.

Thanks for the help!

This is the one from version 1.7

KevinTheJedi

jroca

Maybe try this?

https://github.com/osTicket/osTicket/pull/6763

Also, make sure you are using v1.18.1 not v1.18.

Cheers.

jroca

It hasn't worked for me, sorry.
Yes, i have the v1.18.1

KevinTheJedi

jroca

Are any Tickets merged/linked/referred?

Cheers.

jroca

No, since this is a clean install, I currently only have 1 trial ticket.

KevinTheJedi

jroca

Are you clicking the sub-queue or parent queue? The parent will include all tickets from the children queues and the children queues will have their own specific tickets/counts.

Cheers.