Problem with missing tickets.

PilarexX

Today I encountered a problem with missing Tickets. When I tried to search for a ticket number, the following message appeared:

Translate: TICKET: Unknown or incorrect ID ...

Has anyone encountered such a problem and knows how these Tickets can be found?

mLipok

PilarexX is my employee.
I want to add that we have a continuous numbering of tickets.
And in the middle of the others there are missing tickets, we wonder how this gap arose.

DNS

Are you sure these tickets existed and were not deleted ? I am no expert in how osTicket creates their sequential numbers, but there could be some kind of race condition where 2 or more agents try to create tickets at the same time. All of them "reserve" their ticket number but due to an error one of these tickets with a lower "reserved" ticket number does not get saved, resulting in a gap. But thats just a wild guess.

mLipok

DNS
I'm not sure if they ever exist.
I'm not sure if they were deleted.

How to check list of deleted tickets ?

mLipok

I suppose even more... I have few filtering rules which should reject creation of tickets when it is form some "spaming" emails.

So maybe email fetcher after checking, he reject email but at the same time he already reseve ticket number ?

mLipok

There is another side of this problem.
I have about 600 opened tickets, and about 15000 closed.
Last ticket number is: 16430

What happened to approximately 830 tickets ?

ntozier

If you were running the Audit::Audit Log plugin at the time that the tickets were deleted I would think that you would be able to find out. Other wise I do not think that you would have any way of finding out what happened to those tickets. It's possible that some of them were deleted and some were merged, etc.

Daedalus01

One thing that I can think of is if a Client ( user) was deleted there is an option to delete the tickets associated with that user. Like ntozier said though, without the Audit plugin you also wouldn't be able to find out if some users and associating tickets were deleted.

Daedalus01

Another way to troubleshoot is you could run a query directly on the database and see if the ticket is in there. Then if you have a backup of the database from a little before you noticed that tickets were missing you can run the query against that as well. If they existed in a backup of the database but do not now that will confirm if the tickets were deleted.

mLipok

As I said this is not a single ticket, but about 840 tickets, and many of them are from to distant time.
So I have'nt copies for all of them.
I only want to know what is hapeening.
How to diagnose.

I understand that I can diagnose it by checkin if in last two weeks there is lack of tickets, and then compare if they exist/wascreaated in one of the copies which I still have.
But I'm really not happy with such additionall work, until any Police man do not demand it from me.
As so far I'm collection yours (forum members) expirence on this case, and advices how to check it.

Thanks in advance.
mLipok

DNS

As mentioned above, to check in the future whats happening you should install the audit plugin. Your best bet without the plugin is to compare the database backups with the current state of your installation. But as you said, thats alot of work, which maybe not worth it ... You could just start with the audit plugin and you might be able to tell whats happening and dont even need to check your backups.