We've recently migrated from OTRS on windows to OTRS on linux and a strange phenomenon is happening.
When a new message appears in the queue, the support staff will lock the ticket before working on it. When they lock the ticket, they expect the ticket to appear in their "Locked Tickets" and "New Messages" queue. What is happening is the counter on the screen that says Locked Tickets and New Messages goes up by 1, as expected, but the ticket itself is not visible in either queue. In this case, the "New Messages" queue count is 7, but when look at the New Messages, only 6 are listed. The same is true for the "Locked Tickets" queue, the number of messages listed does not match the number of actual tickets visible in the queue itself. In this case there is a 2 ticket discrepancy. This seems like a database table issue. I checked my mysql version, I'm running 5.0.51a-3ubuntu5.1. I ran 'RebuildTicketIndex.pl', and 'mysqlcheck -u root -p --auto-repair --check --optimize --all-databases'. I'm not sure what to do next, since the problem is still happening. Suggestions/advice? Thanks Ron
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