QUEUE Export Giving Different Results Every time I export

apyash

Hi There,

QUEUE Export Giving Different Results Every time I export the Tickets. However in C_Data Table count & Dashboard Count for QUEUE are same.

Also Duplicate Tickets are exported in csv file although on Dashboard shows. Example in C_Data_Ticket and dashboard shows the Ticket count 3267, but when I export it shows 6680 and after removing duplicate ticket no from csv file it shows one time 3542 and another time 3289 after 5 mins.

Let me know how to fix this, I have checked if there is any pattern in export, but that also not been observed at my end. Only one thing, which I have observed that tickets are being transferred multiple times in different time and few parameters of Fields are updated by Ticket Agent manually multiple times

Ticket Instance details as below

Server Information
Ticket Version v1.12.5 (933bb1f) — Up to date
Web Server Software Apache
MySQL Version 5.6.41
PHP Version 7.0.29

ntozier

the __cdata tables are not live data. They are cached search results, user results, ticket results, etc.

The numbers between the the *_ticket__cdata table and the *_ticket would likely never match. If they did it would kinda defeat the purpose of using a cache table to deal with smaller data sets to improve performance.

It is perfectly safe to drop the data in your __cdata tables. They will be regenerated by the system.

So if I am reading this correctly you did multiple exports. Each time it shows 6680 tickets.
You manually edited the results and came up with different remaining numbers each time?

apyash

No I am not getting export also same nos on each export. Facing two issues

In Export Duplicate Tickets with same no and details are available each export.
Data Export count is not matching on every export even though there is no ticket creation and changes in Ticket being done between two exports QUEUE.

Need to know whether dashboard/export is being done from _cdata Table or from different tables?

I have dropped multiple times _cdata table and checked but the above two issue persistent.

KevinTheJedi

@apyash

As far as duplicate tickets in exports goes, I haven’t experienced that with v1.12.5 nor v1.14.1 so I really don’t know why you are experiencing that. Could you provide the Queue/Search Criteria of the tickets you are exporting? Maybe I can attempt to replicate the issue.

As far as the ticket export count differences, could it be that you don’t have access to all of the Departments and when your Agents are Transferring tickets you are losing access to some? Or maybe is it that PHP/Apache can’t process the export any longer and dies out inconsistently so the counts are off each time? These are some of the things you need to investigate. When I export tickets in my local instances it’s the same amount every time (unless I create/delete tickets of course) regardless of how many ticket there are in the queue (10, 100, 1,000+ etc.).

Cheers.

apyash

@KevinTheJedi

Below is criterion for the queue...

I am okay to give access to instance where I am facing the problem if you have time and suggest solution for both cases.

Even Paid services to fix these also fine for as we need to fix this in next week time.

Export Count as well as duplicate issue.

KevinTheJedi

@apyash

You can opt for our paid Professional Support services by contacting use through one of the methods listed here or if you want free support just keep debugging in this thread.

Cheers.

apyash

Still looking for solution as upgraded with latest version still issue coming..

KevinTheJedi

@apyash

Have you contacted our Professional Support services? If not, you have not provided any additional debugging information.

Cheers.

apyash

Let me know what additional Information required for Debugging, so will provide the same accordingly.