Resolving Discrepancies in JSM Queue Ticket Counts


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

This article provides guidance on resolving issues where the number of tickets displayed in the JSM queue's left panel differs from the number shown when the queue's filter is opened.

Symptoms

  • The left panel shows X number of tickets, but the queue filter shows Y number of tickets.
  • The issue is specific to certain users and cannot be replicated consistently across different accounts.
Steps to Replicate
  1. Open the JSM queue in the left panel.
  2. Compare the ticket count with the number displayed when the queue's filter is opened.

Diagnosis

From the analysis conducted using the Browser Developer Tools, there are no significant differences between the working and non-working scenarios.

Cause

In many cases, the issue has been identified as being related to the browser cache.

Solution

Troubleshooting Steps:

  1. Clear Browser Cache and Cookies:

    • Clearing the cache and cookies can reset stored data from previous visits, potentially resolving the issue.
    • Instructions:
      • Open your browser settings.
      • Navigate to the privacy or history section.
      • Clear cache and cookies.
      • Close and reopen the browser, then try accessing the site again.
  2. Use Incognito Mode:

    • Incognito mode can help determine if the issue is related to browser settings or extensions.
    • Instructions:
      • Open a new incognito window (Ctrl+Shift+N or Command+Shift+N).
      • Log in to JSM and check the queue counts.
  3. Delete Browser History:

    • Deleting the browser history for all time can help eliminate any conflicting data.
    • Instructions:
      • Open your browser settings.
      • Navigate to the history section.
      • Delete the browser history for all time.
  4. Try Another Browser:

    • Using a different browser can help identify if the issue is browser-specific.
    • Instructions:
      • Download and install an alternative browser (e.g., Firefox, Edge).
      • Log in to JSM and check the queue counts.




Last modified on May 23, 2024

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