End User no longer sees closed tickets?

Lisa · **End User no longer sees closed tickets? -** 09-07-2007, 08:38 PM

Well, all of us in a support world knew that this was inevitable. I have clients who complained that they didn't want to see resolved tickets because it clogged up their view and took too long with no sort feature.

Well, unbeknowst to me something has changed where at least one client has told me that they can't see closed tickets and wouldn't you know it, this is a big problem for them!

I haven't made any changes and am on hosted. When did this change, did it change, and what do I have to do in order to let them see their closed tickets again?

You just can't please everyone! Is there a way to set this differently for each user that gets set up? If not, I would prefer that they see their closed tickets.

Please let me know and thank you for your assistance.

Lisa

**Jamie Edwards** · 09-07-2007, 09:50 PM

Hi Lisa,

Have you managed to absolutely confirm that your client cannot see Closed tickets?

richm · 09-07-2007, 10:32 PM

Just fyi... I'm on 3.10.2 stable and (with my test client account at least, which only has a few tickets in it) When I close a ticket (from the staff or client portal), I can can still see it. You don't happen to have the "hack" that allows filtering on the client side do you? (doubt it, but you never know)

Rich

**Jamie Edwards** · 09-07-2007, 10:34 PM

I also cannot confirm this. And with Lisa being on a Hosted account she won't be using the client-side filtering addon.

richm · 09-07-2007, 10:58 PM

Ah yes, good point Jamie, that hadn't occurred to me.

R

Lisa · **I have this confirmed 100% -** 10-07-2007, 12:54 AM

I asked the client to give me her end user login. I logged in and created a test ticket specifically for this purpose. I then went into the staff area, assigned the ticket to myself and entered a reply. I went back to her login and went back to view tickets and it was there.

I then went back to the ticket in the help desk, replied again that I was closing the ticket and submitted the close. I confirmed that it was no longer in view in the help desk. I went back to her login and again went to the view tickets section. It was gone.

I really need to know how this happened without doing any changes. I'm suprised that only one client has asked me about it.

I am going to email a few others and ask them if they can still see all of their tickets

**Jamie Edwards** · 10-07-2007, 09:02 AM

Lisa,

Can you please submit a support ticket so that a staff member can trace what is happening?

Thank you,

Lisa · 10-07-2007, 12:38 PM

Jamie,

I would enter a support ticket but if you remember last time I had an issue I entered 2 support tickets none of which I could see nor that Kayako had a record of. I took the time to enter the ticket twice and the information disappeared when I hit submit. I gave up and entered the ticket under sales and when I received the autoreply and tried to access the ticket through the link it told me that it didn't exist. With my current workload I don't have time to continue trying to do that. I worked a 15 hour day yesterday and I have more on my plate today then I did yesterday.

Is there a way that I can get emailed directly or email someone directly? I just don't have the time to fool with it today. I can give you my client's login if you need it.

Thank You

**Jamie Edwards** · 10-07-2007, 12:58 PM

Hi Lisa,

Could you try submit a ticket for me, and when you do post here with the ticket ID as soon as you do so that I can see if it is there? If this problem with ticket submission still exists for our member's are we do need to get on top of it.

Lisa · 10-07-2007, 02:14 PM

Sorry about that, we figured it out

craigbrass · 10-07-2007, 03:32 PM

Can you let us know what you did so that other users who run into this issue are able to fix it quickly.

Lisa · 11-07-2007, 01:20 PM

It wasn't a problem rather than a programmer who worked with the help desk and did two things. One was to make it so "info required" tickets appear in bold yellow to the end user (this one he told me about). The other was to take the closed tickets out of the end user's view (this I did NOT know about). After spending the time that I did to test my theory that they weren't seeing closed tickets, coming in here and looking for an answer I remembered that he had done something to make the info required tickets highlighted and it occurred to me to ask him about this. He nods and says "yeah, I did that". I did not know that and it was not communicated to me.

So, in effect, we are all set.

Who was it that said "99% of support issues lay somewhere between the chair and the keyboard."?

Thanks Everyone

**Jamie Edwards** · 11-07-2007, 01:27 PM

Glad you got there in the end, Lisa

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Lisa Offline Member Posts: 73 Join Date: Feb 2006	10-07-2007, 02:14 PM Sorry about that, we figured it out

craigbrass Offline Senior Member Posts: 5,391 Join Date: Jun 2005 Location: Cumbria, UK	10-07-2007, 03:32 PM Can you let us know what you did so that other users who run into this issue are able to fix it quickly. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger