Reporting incorrect number of tickets

[Gears]

The homescreen of aWHMCS displays "58 tickets open" which is not correct. I click this and it brings me to a screen that displays 3 open tickets, which is correct.

 

It's not a problem with aWHMCS but with WHMCS because the main page of WHMCS similarly reads "58 Ticket(s) Awaiting Reply". When I click this, it brings me to a screen that displays 3 tickets.

 

There are only 3 tickets open, not 58.

 

Actually, should aWHMCS be using the word "open" on the homescreen. Shouldn't it be either "Active" or "Awaiting Reply"?

 

4.5.2

[jeremyhaber]

Are you assigned to all departments? The admin home page displays the number of active tickets from all the departments.

[Gears]

Yes, I am assigned to all departments. But the admin homepage doesn't display the number of Active tickets in all departments. It displays the number of tickets Awaiting Reply.

 

As you know, you can created custom ticket statuses. Then you can choose "Include in Active Tickets" and/or "Include in Awaiting Reply".

 

Even if the wording on the homepage was changed from "x Ticket(s) Awaiting Reply" to "x Tickets Active", the number displayed would still be incorrect.

 

When you go to Support > Support Tickets it links to /whmcs/supporttickets.php and displays tickets that are "Included in Awaiting Reply" (3 tickets for me). When you go to Support > Support Tickets > All Active Tickets it links to /whmcs/supporttickets.php?view=active and displays tickets that are "Include in Active Tickets" (9 tickets).

 

When you click on "x Ticket(s) Awaiting Reply" on the homescreen, it links to /whmcs/supporttickets.php and shows the 3 tickets awaiting reply. So shouldn't it read "3 Tickets Awaiting Reply" on the homepage instead of 56?

[indianets]

It happens to me too, but the reason is, we use custom ticket statuses and some of them get counted due to being Active but set not to be shown in the list.