After applying the per-queue getTotal() patch for performance, some queue counts became inaccurate -- showing counts higher than the visible tickets.
The higher counts include child/merged tickets counted by getTotal() that are filtered from the visible list. Fix: pass $agent as the argument: $q->getTotal($agent). Also upgrade to v1.18.3 which addresses count accuracy for this scenario.
Originally sourced from forum.osticket.com . osFAQ.org summarises community knowledge for quick reference.
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