SOLVED : Closed ticket appears in "Escalation Tickets" widget in dashboard

[hkshetty]

Dear Members,

Off late, I have started seeing the closed tickets in the "Escalated Tickets" widget in the OTRS dashboard. As far as I know I haven't made any changes in the SysConfig or anywhere, not sure how am I able to see those tickets even after they are closed.

Please find attached the screen shot for your perusal. Please advice on how to resolve this issue.


Cheers

OTRS - 4.0.7
Ubuntu - 14.04
Apache - 2.4.7
MySQL - 5.5.41

[crythias]

unlock them.

[hkshetty]

unlock them.

Dear Crythias,

I appreciate your time! Sorry forgot to tell that they are "unlock" ed. Please find attached the screen shot for your perusal.

Please advice.

Cheers

[crythias]

Edit Config Settings in Ticket -> Frontend::Agent::Dashboard
DashboardBackend###0110-TicketEscalation
Attributes TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;

Some how either this is a cache issue (can't delete cache/check permissions in the logs) or *somehow* Escalation isn't set to zero on closed ticket which could point to a change to the state that isn't via API (as in, possibly direct database).

Barring these, I can't tell you unless it's a 4.0.7 bug which doesn't appear to have been noticed or addressed. https://github.com/OTRS/otrs/blob/rel-4_0_13/CHANGES.md

Check your logs.

[hkshetty]

Edit Config Settings in Ticket -> Frontend::Agent::Dashboard
DashboardBackend###0110-TicketEscalation
Attributes TicketEscalationTimeOlderMinutes=1;SortBy=EscalationTime;OrderBy=Down;

Dear Crythias,

I will try these settings
Thank you so much for your time ! Ishall mark this as solved now.

Cheers
Deepak Shetty