[SOLVED] All tickets shown in QueueView-Available tickets

[pmontesd]

Hello:

I guess the "Available tickets" buttom in QueueView should only list unlocked tickets (from the URL: otrs/index.pl?Action=AgentTicketQueue;QueueID=1;SortBy=Age;OrderBy=Up;View=Small;Filter=Unlocked). However, it shows all tickets, even those locked and assigned to other agents (owner). Therefore, it shows the same tickets as the "All tickets" buttom.

Same days ago, I tested the ViewableLock setting, adding the 'lock' entry, and then I set it back to default (just 'unlock' and 'lock_tmp'), but as I mentioned I see all tickets.

I use OTRS HelpDesk version: 3.3.1

[pmontesd]

Maybe my assumption is wrong. If so, can anybody please explain me what is the use of "Available tickets" in QueueView?

Regards,

[crythias]

By default, Unlocked = unlock

By code Kernel/Modules/AgentTicketQueue.pm:

Code: Select all

        Unlocked => {
            Name   => 'Available tickets',
            Prio   => 1001,
            Search => {
                LockIDs  => \@ViewableLockIDs,
                StateIDs => \@ViewableStateIDs,
                QueueIDs => \@ViewableQueueIDs,
                %Sort,
                Permission => $Permission,
                UserID     => $Self->{UserID},
            },
        },

ViewableLockIDs come from Kernel/System/Lock.pm sub LockViewableLock which appears to be a cache'd entry.

Given that information (and it makes sense, as this shouldn't need to be a constant database call), otrs.DeleteCache.pl might fix the problem for you, especially in light of:

Same days ago, I tested the ViewableLock setting, adding the 'lock' entry

[pmontesd]

I deleted the cache and it worked!!!!

Thank you very much.