Dashboard shows total organization tickets instead of department tickets

stoneh

Hello,

I am using osTicket version 1.17.7 and I noticed something on the Agent Dashboard that I would like to clarify.

On the dashboard, the system displays the total number of open tickets for my entire organization, instead of only showing the tickets assigned to the department that an agent belong to.

Because of this, the numbers shown on the dashboard do not correspond to the tickets that the departments are actually handling.

Is this the expected behavior in version 1.17.7 or is there a configuration that allows the dashboard to show only the tickets related to the agent’s department?

I have checked and double checked roles and permissions and everything seems to be fine.

Thank you for your help.

KevinTheJedi

stoneh

You’ll need to clarify because the dashboard shows tickets broken down by department, help topic, and agent.

Reference

https://docs.osticket.com/en/latest/Agent/Dashboard/Dashboard.html

Cheers.

stoneh

Hello KevinTheJedi , i know that and that is why i questioned the issue. 🙂

Let me give you an example , my department has 11 tickets to address ( all others are closed/solved) but under pagination i got more than 10 pages but as soon i leave page one no ticket is listed.

Also on the agent menu onder Open -> Open -> 6000 tickets are mentioned.
These 6000 open tickets are for all organization and not for my department.

That is an odd situation in my thoughts. And i do not see how this could be solved since roles and teams are working as expected. this is i do not see tickets from other departments beside mine.

KevinTheJedi

stoneh

🤦‍♂️ you mean the Ticket Queue; not Agent Dashboard. Those are two separate things entirely.

Go search older threads for a patch.

Cheers.

stoneh

Hello KevinTheJedi ,

i've just tried out the following code presented in https://forum.osticket.com/d/102257-incorrect-ticket-count-in-custom-queue/2 and seeems to have solved the issue.

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);

Thank you.