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 <obee@myhammer.de> wrote:

Hi Leonardo

Our system has reached the 1.000.000 th ticket lately and to be honest I never felt the need to see _all_ closed tickets.

If so, then the database is your friend. Here you can cluster tickets by FreeTexts for example and so on.

Where and wherefore do you want to see them?

Greets

Daniel

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Leonardo Certuche
Gesendet: Mittwoch, 24. Juni 2009 02:41
An: User questions and discussions about OTRS.
Betreff: [otrs] more than 6000 closed tickets

Hi there,

Here's a question for the ones with large implementations of OTRS. One of the environments I take care of have reached the 6000 closed tickets. Unfortunately OTRS won't show them all -only the 6000 newest. I was doing my homework and the research only led me to the following user's manual entry http://doc.otrs.org/2.4/en/html/c2632.html in which they talk about performance but they won't mention anything about not showing old tickets after the 6000 limit is reached.

Has anyone faced this same situation? Any help is much appreciated!

Greetings,

Leonardo Certuche

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