0 Replies Latest reply on Aug 21, 2017 5:57 AM by gdoch

    Rogue Tickets

    gdoch

      Got some unusual behavior with some tickets, is anyone else seeing this?

       

      If I run a search/query on all our status types, with an ' status Is not' condition for each, I get a bunch of tickets generated over time that appear.

       

      These tickets are not visible where they should be, i.e in workload lists / the technician or tech groups ticket view.

       

      On the DB side, the STATUS_TYPE_ID is set as NULL for these tickets. The front end displays these as status "Open".

       

      I can correct these errors by switching the status type on the ticket on the front end, or via the DB on the back end.

       

      There seems to be no common theme to the tickets affected. No matching submitter, request type, etc.

       

      There is also no evidence of process failure; no action rule, quick ticket, bulk action, etc that is listed in ticket history as being applied, or having failed.

       

       

      I have logged this with our support to hopefully find the root cause. I'd rather not have to run this query daily as a corrective action.

       

      Has anyone else encountered this?

       

      thanks.