Issue: When Technicians attempt to modify a client/technician-created WHD ticket or attempt to create a new WHD ticket, they only see ( 3 ) Status Types under "Status & Schedule." Those types follow:
- Open
- Closed
- Cancelled
As an Administrator, if I go to "Setup > Tickets > Status Types," I see the following:
Type Name,
Open*
On-Hold (renamed Pending)
Closed*
Cancelled*
Resolved
* Special types; cannot be deleted.
Version: 12.1.0
I've reached out to Support and they haven't been able to identify the underlying issue. Any assistance that could be provided to resolve this would be greatly appreciated.
EDIT:
As a further bit of information:
- I just re-enabled the "default administrator" account and verified that it can not see the other Status Types - also.
Process:
- I can create 2 new Status Types named "Test 1" and "Test 2" and with default settings, they both appear.
- I rename and re-configure "Test 1" to match my "On-Hold" settings and it works - it even moves to position 2, as seen above. With this, the follow appears to Techs: Open, On-Hold, Closed, Test 2
- When I re-configure "Test 2" similar to "Resolved" except for the name, everything appears to be correct.
- I then re-name "Test 2" to "Resolved" and both "On-Hold" and "Resolved" disappear, again, and we're back to: Open, On-Hold, Closed
