"Open tickets (customer) (20885)" (or other number) displayed for every customer
Closed, ResolvedPublic
Actions

Assigned To

Authored By

	Josve05a
	Jun 2 2017, 12:58 PM

Description

Pressing People → Customer in a ticket, displays all that CustomerIDs tickets. However, since the May 31 update, it also displays Open tickets (customer) (20885) under Customer Information. Pressing that takes one to https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketSearch;Subaction=Search;CustomerIDRaw=;StateType=Open

I'm assuming this is supposed to tell how many open tickets exists for that customer, but it is misattributing 'all' tickets to that customerID since there is no CustomerIDRaw. "20885" is most likely how many open tickets exists in the system in total, and not from a specific customer.

Related Objects
Search...

		Status	Subtype	Assigned	Task
		Resolved		akosiaris	T166878 "Open tickets (customer) (20885)" (or other number) displayed for every customer
		Resolved		akosiaris	T193118 Upgrade OTRS to 5.0.27

Event Timeline

Josve05a created this task.Jun 2 2017, 12:58 PM

Restricted Application added a subscriber: Aklapper. · View Herald TranscriptJun 2 2017, 12:58 PM

This does indeed look a bug, we will have to report it upstream. IMHO, the link should be just a tad different, that is CustomerIDRaw=<customerID>. The number should probably the number of tickets by that specific customer as well

akosiaris moved this task from Incoming to Backlog on the Znuny board.Sep 19 2017, 5:03 PM

Josve05a added a project: Upstream.Sep 20 2017, 10:11 PM

Josve05a moved this task from Backlog to To upstream/missing upstream link on the Upstream board.Sep 20 2017, 10:24 PM

• OldUser02 subscribed.Feb 17 2018, 8:39 PM

Reported upstream: https://bugs.otrs.org/show_bug.cgi?id=13687

• OldUser02 moved this task from To upstream/missing upstream link to Reported Upstream on the Upstream board.Feb 21 2018, 5:48 PM

Fixed upstream, pending QA and waiting for a patch to be available.

• OldUser02 moved this task from Reported Upstream to Patch proposed upstream on the Upstream board.Feb 23 2018, 2:28 PM

QA is completed, fix is merged.

Now pending on T187984

• OldUser02 removed a parent task: T187984: Update OTRS to the latest stable version (6.0.x).Apr 25 2018, 9:16 AM

• OldUser02 added a subtask: T187984: Update OTRS to the latest stable version (6.0.x).

• OldUser02 moved this task from Backlog to Pending patch / update on the Znuny board.Apr 25 2018, 9:18 AM

In T166878#4156587, @Scoopfinder wrote:

Now pending on T187984

Not necessarily. The fix is also in branch 5.x [1] and from the looks of it will make it to 5.0.27, which is a version we will probably upgrade to way before we upgrade to 6.x.x

[1] https://github.com/OTRS/otrs/commit/c6a0cda8ad42206a3db73b3a49667d4ff422e98a

True, whichever is easier. This is not an important issue though.

akosiaris mentioned this in T193118: Upgrade OTRS to 5.0.27.Apr 26 2018, 8:25 AM

akosiaris removed a subtask: T187984: Update OTRS to the latest stable version (6.0.x).

akosiaris added a subtask: T193118: Upgrade OTRS to 5.0.27.