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: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] 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 Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.