Departments issue

[avidianite]

Ladies and Gents,

I am having a bit of an issue that I hope has an easy resolution.

Here's what I did:

I went in to the admin CP and reorganized, renamed and deleted some Departments. I got the departments how I needed them, and then I realized that there is a large number of tickets that when I try to open them up I get the following error:

ERROR: Unable to load the ticket. You either do not have permissions to the department the ticket resides in or the ticket does not exist

I think what has happened is the tickets that were assigned to departments that were deleted are now inaccessible, as the 'Department' field is blank in the Manage Tickets view.

Is there something that I can do to rectify this? Also, is there a better way to reorganize and delete Departments without having this issue crop up again?

Here's the ticket number: XTU-161853

[supportskins]

You need to run a MySQL query on your database to reassign the tickets from the deleted department to an existing one. Contact Kayako Support and they shall provide you with the query.

[lslavick]

I have the ame problem... Except I am on a hosted solution. Is this a script they can run for me?

[craigbrass]

You can contact Kayako (http://members.kayako.net -> "Get Support") and ask them to do it for you but I doubt they will. No harm in trying though.

[Salaria]

Hi avidianite,

You can recover your tickets by running following quiry if you have any idea about deleted department id:

UPDATE `swtickets` SET `departmentid` = 'newdepartmentid' WHERE `departmentid` = 'deleteddepartmentid';

eg: UPDATE `swtickets` SET `departmentid` = '1' WHERE `departmentid` = '3';
Here: newdepartmentid = 1
deleteddepartmentid = 3

Tip: You can find the old department id from ticket id or ticket mask id.

Hope this will help.

Regards,
Mahesh Salaria

[supportskins]

Since you are on hosted solution, you will have to contact Kayako Support as Craig suggested to fix this issue.