WHD

rmhvh12

I built a new Request Type and a New Tech Group to go along with it.   My plan was to change a ticket Request type currently being used with open tickets to this request type.   It will let me make the change but it doesn't show up in the Ticket Queue.   I have changed ticket types in the past and it worked just fine.   After searching I can find the tickets that I have changed, but they still do not show up in the Queue.  I am Admin and should be able to see all tickets.  Help please.

slvandewalle

I recently ran into a similar issue when redesigning our tech group and levels. I changed the tickets to the new group but what I didn't consider is that the new group was relying on a multi-level approach that was different than the old group. I needed to go back and adjust the open tickets to the correct levels of the new group. For example Group A might have been level 2 on the group but was level three on the new one.

Try to do an advanced search for the tickets. When you find them see who they are assigned to. It would be my guess that they are not assigned to a level that you are able to work tickets in, similar to the issue that I had.

Hope this helps!