I saw this happen when I was doing some testing and deleted tickets before I resolved or closed them. Deleteing a ticket does not decrease the number of open items. When I resolved a ticket the open ticket count decreased, then I could delete it. You can change the properties of the open ticket counter so you can edit it to the proper value manually.
James On May 5, 4:51 am, Rod Harris <[email protected]> wrote: > Hi Laurie, > > How did you get on with this? > > I too have got the same (or similar) issue. I'd like to implement a slight > variation on auto assignment by capacity and I likewise need the open > tickets count to work as it should. Right now many people have thousands of > tickets supposedly opened though this is definitely not right. > > I suspect that the filter HPD:INC:AR_002_ESCALATOR_AutoCloseGotoEnd is the > culprit. It basically skips all the filters when a ticket is auto closed. > The other thing that fails as a result of this filter is that the matching > request is not closed at the same time as an incident. If he incident is > later modified for some other completely unrelated reason then the matching > service request is mysteriously suddenly closed. This would also send a > closure email to the client, perhaps many months after the ticket has been > automatically closed. I'm planning on shifting this skip filter down the > execution order a little so that at least the request is closed and the > count is decremented as it should. > > I have patch 9 of ITSM 7.03 installed on a patch 6 7.1 server. > > If you are interested I'm trying to implement assignment via capacity such > that if there is no capacity available, auto assignment is deferred until > capacity is freed. OOTB I assume that it still allocates over and above > capacity if nobody has any left though this might be compromised by the > totally incorrect open ticket counts that we have. > > Rod > > 2009/3/7 Muhlethaler, Laurie <[email protected]> > > > > > ** > > > Listers ~ it appears as though the Open Tickets count in users’ PPL > > profiles is grossly inflated. I’ve verified that it’s incrementing and > > decrementing as designed but somewhere along the line it either wasn’t > > decrementing properly or the incrementing went haywire (real technical, I > > know). At any rate, I just thought I’d throw this out there and see if > > anyone else has stumbled across this. I’m trying to implement > > auto-assignment based on Number and obviously I can’t do that until I’ve > > figured out this issue. Also, can someone tell me why the OOTB Incident > > functionality only decrements the Open Tickets count when a ticket is closed > > and not resolved (HPD:INC:UpdateAssignmentTicketCount_TicketClosed_013 > > filter)? Doesn’t really make sense to me… > > > Thank you in advance. > > > Windows Server 2003 > > > SQL Server 2005 > > > * * > > > *7.1.00 Patch 002* > > > AR Server > > > MidTier > > > Admin > > > Client > > > Approval Server > > > *7.0.03 Patch 006* > > > Service Desk > > > Asset Management > > > Assignment Engine - 7.1.00 > > > SLM - 7.1.00 Patch 001 > > > CMDB - 2.1.00 Patch 002 > > > *Laurie Muhlethaler* > > > First Republic Bank > > > Remedy Developer / Administrator > > > 415.364.4436 > > > [image: [First Republic Bank logo]] > > ------------------------------ > > The information transmitted is intended only for the person or entity to > > which it is addressed and may contain confidential and/or privileged > > material. Any review, retransmission, dissemination or other use of, or > > taking of any action in reliance upon, this information by persons or > > entities other than the intended recipient is prohibited. If you received > > this in error, please contact the sender and delete the material from any > > computer. This message cannot be guaranteed to be secure or error-free. > > > First Republic Bank and its related entities do not take responsibility > > for, or accept time-sensitive instructions sent by email including orders, > > funds transfer instructions or stop payments on checks. All instructions of > > this nature must be handled by direct communication, not email. > > > We reserve the right to monitor and review the content of all email > > communications sent or received. Emails sent to or from this address may be > > stored in accordance with regulatory requirements. > > > First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB > > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
