locked tickets link shows (0) tickets yet i heve some locked

[kenmurimi]

Hi?

My Locked ticket link shows I have zero (0) locked tickets yet I have some I have locked. on clicking on the link it directs me to the locked tickets but the problem is it shows zero at the link but still directs me to all my locked tickets.Earlier on it used to work.

I also want to remove the link "new message" but cant find it on the dtl files..

any ideas on how to solve this greatly appreciated

[crythias]

You can't find New message in the dtl files because the code is generated in NavBarLockedTickets.pm

$Text = $Self->{LayoutObject}->{LanguageObject}->Get('New message') . " ($LockedData{New})";
$Return{'0999989'} = {
Block => 'ItemPersonal',
Description => $Text,
Name => $Text,
Image => 'new-message.png',
Link => 'Action=AgentTicketLockedView&Filter=New',
AccessKey => 'm',
};

Comment or remove (after backup of the file) and you won't see it anymore. This doesn't appear to be configurable to show or not.

[kenmurimi]

Thanks a lot Crythias. It worked perfectly.
Do you know why on my locked tickets it is showing zero (0) yet I have some I have locked.

I have:

= $Self->{LayoutObject}->{LanguageObject}->Get('My Tickets') . " ";
$Return{'0999999'} = {
Block => 'ItemPersonal',
Description => $Text,
Name => $Text,
Image => 'personal.png',
Link => 'Action=AgentTicketLockedView',
AccessKey => 'k',
};

[Daniel Obee]

You can't find New message in the dtl files because the code is generated in NavBarLockedTickets.pm

(...)

Comment or remove (after backup of the file) and you won't see it anymore. This doesn't appear to be configurable to show or not.

Wouldn't it be much easier to just uncheck Frontend::Module###AgentTicketLockedView ?

Greets
Daniel

[kenmurimi]

Thanks Tisar. BEST IDEA

[crythias]

Tisar: Thanks for that information. Sometimes I go for the hard solution.

[petersk]

Hi?

My Locked ticket link shows I have zero (0) locked tickets yet I have some I have locked. on clicking on the link it directs me to the locked tickets but the problem is it shows zero at the link but still directs me to all my locked tickets.Earlier on it used to work.

Hi, did you resolve this issue? I have the same problem.

Peter

[waseemaulikh]

when a agent close the ticket and add some text for customer but closed tickets is only show the replied text not show to customer.

[crythias]

First, please open a new topic for a new question.

Second, if the close ticket note is and internal note, not an external, it will not show to the customer. In my case, I have turned off almost everything on close ticket so another department can simply close ticket without filling out a big form. If I want to be sure to send a close note to a customer, I use the Compose Answer next State closed successful.

[petersk]

Hi?

My Locked ticket link shows I have zero (0) locked tickets yet I have some I have locked. on clicking on the link it directs me to the locked tickets but the problem is it shows zero at the link but still directs me to all my locked tickets.Earlier on it used to work.

Hi, did you resolve this issue? I have the same problem.

Peter

So I will repost this question:

Kenmurimi, did you resolve this issue? I have the same problem.

[kenmurimi]

I was not able to resolve that, what i finally did was i removed the "messages" button then renamed the locked tickets button to "my tickets" without the "()" on NavBarLockedTickets.pm so that on clicking on the button it shows all the tickets with owner as that agent (who is logged on) which is ok for me.
i.e
# get user lock data
my %LockedData = $Self->{TicketObject}->GetLockedCount( UserID => $Self->{UserID} );

my $Text
= $Self->{LayoutObject}->{LanguageObject}->Get('My Tickets') . " ";
$Return{'0999999'} = {
Block => 'ItemPersonal',
Description => $Text,
Name => $Text,
Image => 'personal.png',
Link => 'Action=AgentTicketLockedView',
AccessKey => 'k',
};


on AgentTicketLockedView.pl changed

# get locked viewable tickets...
my $SortByS = $SortBy;
if ( $SortByS eq 'CreateTime' ) {
$SortByS = 'Age';
}

my %Filters = (
All => {
Name => 'All',
Prio => 1000,
Search => {
Result => 'ARRAY',
Limit => 1000,
StateType => [ 'pending reminder', 'pending auto', 'open', 'new', 'merged' ],
OwnerIDs => [ $Self->{UserID} ],
OrderBy => $OrderBy,
SortBy => $SortByS,
UserID => 1,
Permission => 'ro',
},
},

[fbobraga]

Hi?

My Locked ticket link shows I have zero (0) locked tickets yet I have some I have locked. on clicking on the link it directs me to the locked tickets but the problem is it shows zero at the link but still directs me to all my locked tickets.Earlier on it used to work.

Hi, did you resolve this issue? I have the same problem.

Peter

So I will repost this question:

Kenmurimi, did you resolve this issue? I have the same problem.

The same problem started to happen here, without apparent cause: how I can solve it?

[kenmurimi]

hi petersk,

I was not able to resolve that issue and I gave up on it. u can check my previous post on this topic.
I don't know why that happens.

U can re-post the question, we might get some more info on it from other OTRS guys

Regards

[rjmlyon69]

This pb is because you probably change this parametre:

Ticket::ViewableLocks:
Viewable locks. Default: unlock, tmp_lock.

adding 'lock' ticket in viewable .

It is my case .

Is it yours ?

[kenmurimi]

Thanks rjmlyon69. Thats my case too.