[SOLVED] Count Queue Tickets Open != Tickets Open In BDD

n33m

Hey everyone,

When i create a queue with ALL ticket open in my orgnization i have a wrong result, exemple :

New queue 'All Open' with criteria :

{"criteria":[["status__id","includes",{"1":"Ouvert"}]],"conditions":[]}

Result : 107 tickets.

When i use this query in my bdd ost_ticket :
SELECT * FROMost_ticketWHEREstatus_id= 1

I find 274 tickets.

Status_id 1 :

Any ideas ?

My system :

ntozier

Your Agent account does not have access to all departments in your instance.

Your Mysql Query does not care about what department a ticket is located in and if your Agent account has access to it or not.

n33m

Thx ntozier. I think you have reason.

How i authorize one Agent of see all tickets open in all departements ?

New asking.

When i create "Advanced Search" with "Ticket Status Is Open", i have 150 tickets in display (the count infomation display 101 tickets), but when i export them in CSV file, i have all tickets Open (270).

Why only 150 tickets in display ?

I can increase the number of tickets in display ?

When i look the code, i think the function ignoreVisibilityConstraints() allow to see all records.

Thx for your help.

EDIT :

In admin panel i authorize an agent in all departements, and i can see tickets for all departements ! Top 🙂.

Now i would create a queue with all departements ticekts, and queue with tickets of two departements.

This progresses ! 😃

ntozier

Are you saying that you gave the agent access to all deparments and still cannot see all the tickets that you can see when you export all tickets?

n33m

Hi ntozier,

No it's okay. The agents with all access sees all the tickets.

I created a special queue to view tickets for a single service.

Everything is working fine.

Thx for your help 🙂

ntozier

Very welcome.

Should I mark this thread as resolved and close it?