Client Area not showing correct support ticket count

[jerryb]

Hi all!

 

Running 5.3.7, using Portal template. Customer submits a ticket from the client area, goes through just fine, is created in the system, emails go out, all is good.

 

Except - the Open Ticket counter in the Client Are does not get updated (still shows 0 Open Tickets). I understand that $clientsstats.numactivetickets is the variable used, but can someone point me to where it gets set? Or have any other thoughts on what could be causing this?

 

Thanks!

Edited June 12, 2014 by jerryb

[WHMCS Ryan]

Hello,

 

Just out of curiosity, have you modified the portal template in any way? Is it possible to test this issue when using another template other than portal?

 

--Thanks

[jerryb]

No, I've not modified Portal (actually, I'm in the process of doing that when I noticed the behavior, so I checked it on my installed Portal and it's there).

 

Have also confirmed that it's not showing up in default portal client area as well..

 

- - - Updated - - -

 

a new wrinkle - i created a ticket using the default portal, and that one IS showing up... so looks like maybe when I created the original one, it did not get assigned to the correct customer for some reason?

 

Going to dig into this a bit further...

 

- - - Updated - - -

 

Alright, I have no idea what happened.

 

I just went back through the process again, using the portal template, and it worked just fine. Did the same with my modified portal, and it worked just fine.

 

Evidently, somehow, someway, when I created the "problem" ticket, it appears to have been assigned to a different customer. But all is working just fine now, so I'm happy. I'll dig into the database a little later to see if I can find it.

 

Thanks Ryan!

[WHMCS Ryan]

Hello jerryb,

 

Glad to see you were able to resolve this issue. If you find anything out of place in your DB let us know.

 

--Thanks