Ticket counts in the status bar

cgubi

Good Morning,

On my installation, when searching for tickets closed between january 1st and january 1st of the following year, I see in the bottom bar "SHOWING 1 - 25 OF ABOUT 500". Then I am worried that I lost some data, I download the export of the query as a CSV file and I see that the export data has almost 3000 lines.

Is this a normal behavior or I am having problems with my installation or database?

Thanks in advance to @ntozier and all the Osticket community for your support.

ramrajone

cgubi
It seems to be a bug on a search result, I test on my system I get the same thing. No matter what you search it will show 500

ntozier

My understanding is it's on purpose currently, and is slated to be revamped later.

cgubi

ntozier thanks for your feedback. I am still a little bit puzzled to check that the total of closed ticket gives different results for different ways of counting closed tickets.

1) I click on "CLOSED" in the main command bar. Osticket says that there are 13996 tickets.

2) I perform a SEARCH, asking for the tickets closed before today.

2a) I get 21024 tickets.

2b) But if I click on EXPORT after the advanced search, the resulting CSV files has only 13996 lines, confirming the first number.

Then I say, "ok, maybe some tickets where deleted, but just to be sure let's count how many do we have in the ost_ticket table of the database. And counting from the database I get 21111

So now the questions are:

How many closed ticket data do I have?
How can I export all of them to a CSV file?
Why am I getting differents numbers corresponding to different ways of counting?

Thank you in advance for any hint.

KevinTheJedi

@cgubi

You are using a version that is no longer supported. It is recommended that you upgrade.

Cheers.

cgubi

Thanks KevinTheJedi for your feedback.

The same behaviour concerning ticket counts is replicating also on version v1.14.1

I have a test installation of v1.14.1. beside problems with Ldap authentication (see https://forum.osticket.com/d/96925-ldap-authentication-under-rhel ) I hesitate to put it in production because of this herratic behavior with the ticket count.

On test server (v1.14.1). I gave myself access to ALL departments, and the final count of tickets is 20683 even if the tickets are counted until 20787. I can understand this because maybe some tickets were deleted and some numeration was reconfigured, so this little discrepancy is normal.

But when I run this query on the database trhough a MariaDB prompt:

SELECT COUNT(*) FROM ost_ticket WHERE closed IS NOT NULL;

I get 10 more tickets than the one shown in the web interface, and this doesn't look so normal... is it?

KevinTheJedi

@KevinTheJedi

Also, when you click Closed at the top it will show you all Closed tickets that YOU HAVE ACCESS TO (via Department Access). When you Search, it shows you ALL Closed tickets REGARDLESS OF ACCESS (when you have the setting enabled).

I hope this clears things up for you.

Cheers.

cgubi

Here are some screenshots from my test installation that I am hesitating to put in production:

KevinTheJedi

@cgubi

You would have to investigate those tickets. Maybe they are broken tickets? Maybe they were old deleted tickets and somehow the ticket record stayed? You'll never know until you investigate them.

Cheers.

cgubi

Thanks KevinTheJedi but besides counting them I have no idea about how could I "investigate" on the tickets not reported by the web interface. The only way that I can imagine is to extract a CSV with all the tickets from the web interface and a dump of all the tickets from the DB and then compare them for differences. But once I found which tickets are counted only in the database but not in the web interface I'll be clueless.