Ticket with closed state in open state view

[srenon]

Hello,

I've got a Ticket in closed state. When i click on ticket -> status view, the ticket is classified in open tickets...

What is going wrong?



Thanks for your help.

[tto]

Hi,

how does the state-configuraiton looks like in Admin area / States (...s/index.pl?Action=AdminState)?
Did you change Kernel::Modules::AgentTicketStatusView?

regards, T.

[srenon]

State Management


No change in module

[tto]

State Management
No change in module

OK, this looks fine.

Now this is a weird behaviour. Do you use StaticDB as IndexModule? What happens when yor delete the OTRS cache? Does the ticket still appear in the "open list"?

[srenon]

Now this is a weird behaviour.

Yes it is !

Do you use StaticDB as IndexModule?

Yes

What happens when yor delete the OTRS cache?

Nothing

Does the ticket still appear in the "open list"?

No

Very Strange...

[tto]

Do you use StaticDB as IndexModule?

Yes[...]

Does the ticket still appear in the "open list"?

No

I suppose, this is an issue with/in the statusDB indexing module or the OTRS-cache. If the incident reoccurs, try switching to RuntimeDB and check if it is still shonw in the "open list". If not we're getting closer to the reason

[srenon]

i really need some help to solve this issue.

I made a mistake to the question
Does the ticket still appear in the "open list"?

My response is 'yes' ticket still appear in the open list!!

[srenon]

Any ideas?

[crythias]

Look at sysconfig for the status view configuration.

[srenon]

This is my sysconfig :

[crythias]

what does the link say?
https://domain/otrs/index.pl?Action=Age ... ilter=Open[/b]

[srenon]

open and closed ticket are mixed

[crythias]

Right, but if you right-click on the open tickets link, copy shortcut/link, and paste it into notepad, what shows up?

[tto]

[...]Does the ticket still appear in the "open list"?
My response is 'yes' ticket still appear in the open list!!

Did you try switching to RuntimeDB? And if so, what did happen to the open ticket list after that?

[srenon]

http://myserver/otrs/index.pl?Action=Ag ... ilter=Open

[srenon]

runtimeDB switching and index rebuid does absolutely nothing.

It's realy amazing. This going to make me crazy!

[srenon]

I have also found the error on the customer information widget



The "ticket ouverts" information is wrong

[tto]

I have also found the error on the customer information widget [...] The "ticket ouverts" information is wrong

OK, this is not a simple issue if it's not possible to have a look at the system. Some more questions:

• Do you use "Core::Mirror::DB" for searches?
• How does "Ticket::ViewableStateType" look like?
• How many tickets do you have in your system?

For some reason something is wrong with the ticket search method (I guess).I'm afraid that by the means of "blind remote diagnosis" it's not possible to solve this issue. Have you already updated the OTRS-framework and packages to the most current versions (in order to exclude some maybe already fixed bug)?

regards, T.

[srenon]

• Do you use "Core::Mirror::DB" for searches?
No

• How does "Ticket::ViewableStateType" look like?


• How many tickets do you have in your system?
3000

[tto]

• How does "Ticket::ViewableStateType" look like?

THIS is the reason for your problem. You marked StateType "closed" as viewable. Remove it and the ticket list will work as expected.The ticket search for "State" "Open" (capital "O"!) which is performed while counting open tickets uses ViewableStateTypes as cirteria for open/closed tickets.

regards, T.

[srenon]

you are the best!!

Thanks a lot!