Customer Unable to view their old tickets

[harish]

Crythis,

We have OTRS 3.1.18 on ubuntu 12.04. Few days ago we had a network failure(power loss). Since then customer see only ticket from the day power went out.They can't see the ticket from previous months in their portal page. I went to database and see their ticket. I tried to see anybody made any changes in Admin-->config file for customer but see no changes, I went to .dtl file but nothing there either.I am not sure where else I need to search.

Thank you,

Harish

[crythias]

you may need to check otrs logs and database status.

[harish]

Crythis,

Thank you, for quick response. I will look at it both log.

Thank you,

Harish

[harish]

Crythis,

I looked up both log and mysql. Everything is working fine. I can run sql and it display ticket for the customer.The count was 48 closed tickets for one of the customer.

What noticed in the Admin-->Sys Config that (Ticket-->Front End-->Customer) is missing one item 'Front::CustomerUser::Item###17-ClosedTickets'. How can I add this item in the Customer?

Thank you,

Harish

[crythias]

You might need to rebuildconfig.

[harish]

Crythias,

Thank you. I will try it tomorrow.

Thanks,

Harish

[harish]

crythias,

Do I follow all the steps listed in the upgrade or can I just stop cron jobs,apache2 and then just run rebuildconfig?

Thanks,

Harish

[harish]

Crythis,

I followed all the Upgrade steps and Admin-->Sysconfig-->Customer shows closed ticket.

Thanks,

Harish