Maximum Closed Tickets

[nvanderhave]

Dear all,

we have a question about the 'status view' page. In the top of the page it says 'Open Tickets : XX' and 'Closed Tickets : 10000'. Now is the closed ticket counter stopped with counting and we would like to now;
1. Is the OTRS database limit for tickets 10000 and is it like, i close ticket 10001 and ticket 00001 will be permenatly deleted.
2. The counter just can't go further then 10000

We would like to see the counter counts further and keep al our tickets, is that possible?

Thank you in advance.

[artjoms15]

It is the ticket search limitation. Not so difficult to implement:

File Kernel/System/Ticket.pm approx line 3817: sub TicketSearch()

Code: Select all

...
 my $OrderBy = $Param{OrderBy} || 'Down';
    my $SortBy  = $Param{SortBy}  || 'Age';
    my $Limit   = $Param{Limit}   || 10000;
...

Please looka at that 10000 and make a conclusion

[jojo]

for finding old tickets please use the search! It will cause severe performance issues if you try to display all old tickets in a screen

[artjoms15]

If we want to implement best practices, then it would even be advisable to use ticket archiving after each 5k tickets and keep the search limit low, but it is OP' s decision anyway!

[nvanderhave]

Thank you all for the replies. The most important thing is that al tickets are still there and all searchable.
Thanks for helping us out.

[Sophy978]

Hello, I am unclear on that number '10000' in the Closed Ticket view. Is that the search limit for closed tickets or the total number of closed tickets in the system? I have a test site setup as well and the numbers are different which leads to my initial question. On our live site, it reads 10000 but on our test site it reads 9348 which leads me to think it is the total number of closed tickets. However, when I ran a report of all closed tickets, that came up to 8164 which doesn't match up either. Could someone clarify what that closed number mean? Thanks.

[reneeb]

If the number of closed tickets in the system is lower than 10,000 then the "correct" number is shown. If the number of closed tickets in the system is higher than 10,000 then 10,000 is shown. It doesn't make sense to list *all* - lets say - 100,000 closed tickets. So the listing is limited to 10,000 closed tickets even though the other closed tickets are still in the system.

It's very rare that you want to search for a ticket that was closed a long time ago via status view. If you want to look at a very very old closed ticket you should use the ticket search.

[Sophy978]

Thanks for clarification reneeb