Did you set the new system up with the same SystemID? It doesn't seem like it
would even tell you there was a new ticket at all if they didn't match but
there is a sysconfig setting to control whether or not it considers the system
ID when displaying tickets that is set to "Yes" by default and if you changed
the SystemID on your new system from the default of "10", this may be biting
you.
Check out Ticket::NumberGenerator::CheckSystemID: in Config Options: Ticket ->
Core::Ticket and switch that to "No" if your SystemIDs aren't the same.
Brett
________________________________
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of dohboy
Sent: Thursday, June 05, 2008 11:33
To: User questions and discussions about OTRS.org
Subject: [otrs] Locked Tickets Disappearing/New Message Counts are off
We've recently migrated from OTRS on windows to OTRS on linux and a strange
phenomenon is happening.
When a new message appears in the queue, the support staff will lock the ticket
before working on it. When they lock the ticket, they expect the ticket to
appear in their "Locked Tickets" and "New Messages" queue. What is happening
is the counter on the screen that says Locked Tickets and New Messages goes up
by 1, as expected, but the ticket itself is not visible in either queue. In
this case, the "New Messages" queue count is 7, but when look at the New
Messages, only 6 are listed. The same is true for the "Locked Tickets" queue,
the number of messages listed does not match the number of actual tickets
visible in the queue itself. In this case there is a 2 ticket discrepancy.
This seems like a database table issue. I checked my mysql version, I'm
running 5.0.51a-3ubuntu5.1. I ran 'RebuildTicketIndex.pl', and 'mysqlcheck -u
root -p --auto-repair --check --optimize --all-databases'. I'm not sure what
to do next, since the problem is still happening.
Suggestions/advice?
Thanks
Ron
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