[#CHD-1148] [Imp/Exp] Workflow ticket counts are not carried over accurately - WebGroup Media LLC

Issue Details [XML]

Key:	CHD-1148
Type:	Bug
Status:	Open
Assignee:	Unassigned
Reporter:	Joe Geck
Votes:	1
Watchers:	0

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Cerberus Helpdesk

[Imp/Exp] Workflow ticket counts are not carried over accurately

Created: 25/Mar/09 01:29 AM Updated: 01/Aug/09 09:09 PM

Fix Version/s:

Sea of 1000 Wishes

Original Estimate:

Unknown

Remaining Estimate:

Unknown

Time Spent:

Unknown

Issue Links:

Duplicate

This issue is duplicated by:
	~~CHD-1149~~ Workflow buckets don't correspond to ...

Value:	1 - Must Have
Marquee:	ImpEx

Description

Summary:
This is the one Hildy@WGM first reported and wanted me to reproduce in Q/A. Looks like he is definitely right, the groups and ticket counts in 'Workflow' are not properly represented in the imported desk. It's hard to tell exactly what's going on to see if the numbers "add up".

Specifically I saw the following:

Exported
===
Dispatch
-- Inbox (19)
-- D1 (4)
-- D2 (4)
-- D3 (10)
-- D5 (10)

Sales (13)
-- Inbox (13)

Support (23)
-- Inbox (3)
-- AAA (20)

Imported
===
Dispatch (72)
-- Inbox (44)
-- D3 (28)

Sales (13)
-- Inbox (13)

Support (24)
-- Inbox (4)
-- AAA (20)

* Note: one of the extra tickets is accounted for, the "Welcome to Cerb4" tickets is duped in the new desk.

Steps (migrating from 4.0 to 4.0):
1) Take an existing desk to act as the "export", make a few buckets, and generate a good set of simulator tickets.
2) Move these tickets around to distribute them to different buckets so you have a somewhat "realistic" helpdesk
3) Assign a few out to workers too.
4) Download and install a new desk to act as the "import", install a license if necessary.
5) Run the import/export procedure detailed in the wiki: http://wiki.cerb4.com/wiki/ImpEx
6) Compare the 'Workflow' tab of both desks side by side.

Result:
After a migration, ticket counts don't match up.

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Comment by Joe Geck [25/Mar/09 01:02 PM]

[ Permlink ]

A customer reported the same issue this morning as a new bug, I closed that JIRA item favor of this, but here's his description that may lend some more details:

(quote)
In menu of "Workflow" I can see correct number of tickets but in wrong bucket (see picture). SafeQ problem C is really only one, the rest of the ticket are SafeQ problem B and X (3+1 - you can see screenshot). If I click on "SafeQ bucket C", there is only one ticket listed. So I am not able to list other buckets. I tried to relog but didn't help

tomas
(end quote)

Comment by Joe Geck [25/Mar/09 01:06 PM]

[ Permlink ]

Edited the bug after talking to Hildy@WGM this morning. It turns out some of my original assumptions were expected behavior, such as dropping ticket assignments and buckets with no tickets. So the final description is hopefully much more simple and accurate.