Pagination Showing Incorrect Ticket Count in Search Results

narendraidrive

I am experiencing an issue with ticket pagination in osTicket. When searching for tickets, the pagination incorrectly displays:

"Showing 1 - 9 of about 9"

However, there are 14 tickets in the search results. This means the pagination count is not reflect the actual number of tickets.

see this screenshot
total number of open ticket for user is 14 but its show only 9

system info

narendraidrive

why did this happen can you please let me know and how I can fix this?

KevinTheJedi

narendraidrive

Looks like you are using a modified version as we don’t have that specific error message.
Looks like you are not all the way up to date. I would suggest upgrading to v1.18.2 and retesting.

Cheers.

ChadPhilip

We updated to 1.18.2 last week and started to experience this issue for the first time.

It seems to be displaying the total of all tickets across all departments.

EDIT: https://github.com/osTicket/osTicket/issues/6807

KevinTheJedi

ChadPhilip

What is the queue's configuration? I cannot replicate this nor have I received any other reports than you two. Do you have any modifications? Do you have any referred Tickets, assigned tickets, children tickets, etc. related to Tickets in this queue?

Cheers.

ChadPhilip

We have only ever used the default settings for Queues:

Also, no modifications of any kind have been made to our installation. It's basically a vanilla installation aside from the plugins we have installed.

KevinTheJedi

ChadPhilip

Okay, during off hours login to the help desk, go to the queue, go to the include/class.orm.php file on line 3481, make a new line under it, add var_dump($sql);, save the file, go to the queue, reload the page, and find the query for the queue. Copy the whole query and run it in MySQL/MariaDB and compare that with what you see in the UI. Make sure you remove the change as fast as possible so no one has issues. Let me know the outcome.

Cheers.

ChadPhilip

Here's the change that we made:

And this was the resulting output:

KevinTheJedi

ChadPhilip

Did you ever try this?

https://forum.osticket.com/d/102257-incorrect-ticket-count-in-custom-queue/7

Cheers.

ChadPhilip

KevinTheJedi

I just tried this change and it doesn't appear to have had any effect.

KevinTheJedi

ChadPhilip

The link I shared also adds $agent within the function call.

Cheers.

ChadPhilip

KevinTheJedi

Thank you for pointing that out. Yes, this did resolve the issue.

mirkt

Hello,
We encountered the same issue after upgrading to v1.18.2. Adding $agent as an argument helped resolve the problem. It seems that we are not using any custom functionality. Will this patch be included in the next release?

KevinTheJedi

mirkt Of course.