Ticket closed in "Queue view"

[enrpic]

Hello,
from many days on the view by Queue are present all ticket closed. Until a few days ago in the view these were not present. I could only see tickets with states other than Closed.I have also a Test environment and in test all is ok. In PRD I have this problem.
Here a print screen of the view in prd:
https://ibb.co/0h5TVJJ
and here a print screen of the same view in Test environment:
https://ibb.co/fdsGZqd

I have checked both configurations in PRD and Test but I havent found differences in Queue view sections. Could anyone help me?
Thanks in advance

[zzz]

Hello,

That view will —by default— only show open tickets. These state types are configurated in the setting "Ticket::ViewableStateType".
Is it possible that you accidentally had the closed state in that config?

It is also possible that you/someone in your company made changes to the source code to also show closed tickets.
These changes get deleted on an update if you don't package them.

— Emin

[enrpic]

Hello zzz thanks for your reply.
Effectively there was the status "closed" in "Ticket::ViewableStateType". Maybe for a my error in config section of PRD environment. I have changed it but it seems that nothing is changed. The closed ticket are still in "queue view". Is there any cache to clean or any time to wait before to see changes applied? I can exclude source code changes. I am the only OTRS admin in my firm for now.
Thanks a lot.
Enrico

[zzz]

Hello Enrico,

Try to execute these two commands with the OTRS user:

Code: Select all

/opt/otrs/bin/otrs.Console.pl "Maint::Ticket::QueueIndexRebuild"
/opt/otrs/bin/otrs.Console.pl "Maint::Cache::Delete"

— Emin

[enrpic]

Hello,
thanks for support. The problem is now solved!