Support Assessment Reporting Incorrect # of Open Tickets?

[dgladstone]

We're currently running OTRS version 3.0.11, but the database it's using was converted from OTRS 1.3.2.

The performance seems good, (it's a lot faster than v 1.3.2), but when I run the Support Assessment from the Web GUI I get a warning about the number of open tickets.

The Support Assessment says there are over 18 thousand open tickets. If I use a Generic Agent to search for all open tickets in all queues, it reports there are only 164 open ticktets?

Is this a known issue in OTRS v 3.0.11, or did something get glitched in the database when it went through the conversion process?

[sms]

did you check the numbers in your database directly?

You can do so by entering

Code: Select all

 select count(*),ticket_state_id from ticket group by ticket_state_id;

into your SQL box

and while you are there, check what states are defined:

Code: Select all

select id,name,comments,valid_id from ticket_state;

and how this corresponds to what you see in Admin::States

the default in OTRS3 seems to be

Code: Select all

+----+------------------------+----------------------------------------+----------+
| id | name                   | comments                               | valid_id |
+----+------------------------+----------------------------------------+----------+
|  1 | new                    | New ticket created by customer.        |        1 |
|  2 | closed successful      | Ticket is closed successful.           |        1 |
|  3 | closed unsuccessful    | Ticket is closed unsuccessful.         |        1 |
|  4 | open                   | Open tickets.                          |        1 |
|  5 | removed                | Customer removed ticket.               |        1 |
|  6 | pending reminder       | Ticket is pending for agent reminder.  |        1 |
|  7 | pending auto close+    | Ticket is pending for automatic close. |        1 |
|  8 | pending auto close-    | Ticket is pending for automatic close. |        1 |
|  9 | merged                 | State for merged tickets.              |        1 |
| 11 | closed with workaround | ticket is closed with workaround       |        1 |
| 13 | pending auto reopen    | Ticket is pending for automatic reopen |        1 |
+----+------------------------+----------------------------------------+----------+

In my system I see a small difference betweeen support assessment (2825) and what generic agent reports (2919) when I select open, new and the pending states that correspond to open. The generic agents reports exactly the number I get from a direct query of the DB. So - I have no idea how support assessment calculates the number of "open" tickets but I trust the generic agent to show the correct numbers.

If you archive tickets you could try and check whether you have tickets that are both archived and new/open/...

[dgladstone]

Thanks sms!

Your information was very helpful. The Support Assessment is counting both new and open tickets towards the total.