Pagination Showing Incorrect Ticket Count in Search Results: Page 2

Pagination Showing Incorrect Ticket Count in Search Results

KevinTheJedi

I already have and thought it was sus but I'm not going to block someone that simply "seems" odd; wouldn't be fair. I always wait until there is something definitive for me to act on.

Cheers.

mirkt

KevinTheJedi

Could you advise what steps I could take to determine where the problem lies? It’s hard to believe that our installation is somehow very unusual and that we’re the only ones encountering this issue.

Thank you in advance

KevinTheJedi

mirkt

I would dump the raw query and see what it's doing. Then you can backtrack from there through the code to see where it is adding (or not adding) the bit throwing it off. Again, I will need to replicate this myself to be more definitive; I will not have time to do so for a long while. Also, no one in our hosted platform is reporting issues so it doesn't appear to be widespread - at least at this time.

Cheers.

core1211

We also had the same issue and fixed it with what @mirkt posted above. Seems like it shows pagination and ticket counts for all tickets across all departments rather than only the department I have access to.

For example:
Dev Team: 8 tickets
Computer Room: 15 tickets

I only have access to Dev Team, but the total count of open tickets is 23 and pagination shows enough pages to cover 23 rows, but only 8 rows exist for me.

mirkt

core1211, you really surprised me by providing a solution that I hadn’t even applied myself… after your reply, I tried adding the $agent argument to the function static function counts ($agent, $cached=true, $criteria=array()) {, and it seems to have helped—unless I run into some other issue with this fix.

--- class.search.php-orig	2026-01-15 17:20:06.000000000 +0200
+++ class.search.php	2026-03-17 13:32:54.408090905 +0200
@@ -1015,7 +1015,7 @@
             $counts = array_merge($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

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