Hi.
The reason for sure is the huge load the status view puts on the db. Keep in mind that the view displays items from at least three different tables and most of them will not be cached already.
For 'bigger' installations it makes a lot of sense to put some thought into the FreeText usage. We work with a 3 step combination of FreeFields to determine what a ticket is about - plus a bunch of FreeFields to track the customers origin and mood and so on. Thus we can build easy and fast db requests about which actions have been taken on a customer account.
That said, the task you described might be possible with a restricted search too...
Greets
Daniel
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Leonardo Certuche
Gesendet: Mittwoch, 24. Juni 2009 15:48
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] more than 6000 closed tickets
Hi Daniel,
Thanks for your answer,
More than me the ones who want to see the tickets are the people in charge of generating reports (it's an outsourced help desk so reports are the baseline for closing every period). In this particular case they want to see all interactions from a certain client and for thar matter they were trying to sort the AgentTicketStatusView by client number
As you said the database is my friend so I guess I will come with some queries using AdminSelectBox but I still wonder why they won't show them all under StatusView.
Thanks again,
Leonardo Certuche
On Wed, Jun 24, 2009 at 2:27 AM, Obee, Daniel