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
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