If Status & Department don't Match Ticket disappears!!! HELP PLEASE!!! - Kayako

kbuska

Lets say you have a ticket in the department "Support" and you need to move that ticket to the Status Bug - Fixed in the next release in the Department "Development". If you just choose Bug Fixed in the next release but forget to move the ticket to development dept the ticket will disappear.

You can search for the ticket but in all your statuses the ticket is gone.

Any idea on this issue?

mhunt · 15-11-2005, 04:59 PM

This is a known issue (bug), and is being addressed by kayako. You'll likely find other threads covering the same concern. I believe their plan is to add some code which will prompt you if you attempt to change any ticket settings and assign to a dept which does not have said settings, you'll be prompted.

In order to find your current 'lost' tickets, you'll need to use the ticket search facility in the Staff CP, and manually amend them to the appropriate dept, priority and status.

Mark

kbuska · 16-12-2005, 05:49 PM

It seems this issue hasn't been resolved in 3.0.28? Is that correct?

jaga · 16-12-2005, 07:47 PM

I would think that statuses that aren't part of a dept shouldn't appear in the drop down....

kbuska · 20-12-2005, 02:14 PM

Can we please get a clear answer on this question???

Thank you,
Ken

This is a HUGE issue for my employer.

Raul-Lopez · 20-12-2005, 02:18 PM

Maybe your problem is : http://forums.kayako.com/showthread.php?t=5807

Good luck

kbuska · 20-12-2005, 06:48 PM

I couldn't find my issue within the link you provided. Essentially where is the work flow

We have three departments, Support, Development and Training. If a support engineer moves a ticket that is in Support with the status of Open to Development dept it is assigned to "Development w/ a status of Open" If we don't have a status of Open the ticket will vanish only to appear if you view ALL TICKETS. We have several hundred tickets so it is impossible to find these lost tickets without a huge headache. The software shouldn't allow you to move a ticket to another department without first specifing a valid status for that department.

Again this is a HUGE issue for my employer and I thought it was suppose to be resolved in the GOLD version of Esupport

mhunt · 20-12-2005, 09:09 PM

As per my earlier post.....this remains an outstanding bug. There's a number of bug reports been logged for it (e.g. #908). I've asked Kayako directly, however, have not received a reply as yet

You're correct in stating this is a major issue....it's causing us a great deal of aggrevation.

Mark

JCor · 11-06-2006, 06:19 AM

Can we get an update of the status of this bug? It contiues to cause us major headaches! Please help.

sws · 21-12-2006, 08:55 PM

anything... anybody....

Surely its a simple fix... the departments are held in a database so whats to stop it only showing only the relevant status for those departments ???

I cannot beleive this has been a bug since 2005 !!! its nearly 2007, how on earth do you guys get away with this !

Ive seen LOTS of new features over the last year... this one even though a relatively small bug, is a big deal !

Merit · 25-05-2007, 06:26 PM

Is this still a bug? I'm running 3.04.10 and it sure seems to be...

**Jamie Edwards** · 25-05-2007, 11:57 PM

Hi Merit,

I can confirm this is still a bug. I have added it to the bug tracker.

caitlyntw · 30-05-2007, 06:53 AM

This has been a deal breaker for us ever since we bought SupportSuite (and tried to get refund for this purchase) since 2006. Took a while for Kayako to admit that this is a bug, then eventually every ticket ends up with a response "this will be fixed in the next build), but it never gets fixed.

What's the purpose of binding statuses to departments when you can still assigned restricted statuses to EVERY existing departments? Like the other posters said, it just creates lost tickets.

Merit · 30-05-2007, 07:13 AM

Yeah I have to agree with you. I'm extremely dissapointed as well. I just added a second department last week (requiring different types of statuses) and already we're running into the issue of the wrong status being selected (since they are very similar in name).

The fact that the bug exists isn't so bad, it's that the bug has been identified since 2005.

Merit · 30-05-2007, 07:18 AM

For anyone that wants to track this issue:

http://bugs.kayako.com/index.php?cmd=view&id=96

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kbuska Offline New Member Posts: 7 Join Date: Oct 2005	16-12-2005, 05:49 PM It seems this issue hasn't been resolved in 3.0.28? Is that correct?

jaga Offline New Member Posts: 12 Join Date: Nov 2005	16-12-2005, 07:47 PM I would think that statuses that aren't part of a dept shouldn't appear in the drop down....

kbuska Offline New Member Posts: 7 Join Date: Oct 2005	20-12-2005, 02:14 PM Can we please get a clear answer on this question??? Thank you, Ken This is a HUGE issue for my employer.

Raul-Lopez Offline New Member Posts: 23 Join Date: Jan 2005	20-12-2005, 02:18 PM Maybe your problem is : http://forums.kayako.com/showthread.php?t=5807 Good luck

mhunt Offline Member Posts: 42 Join Date: May 2005	20-12-2005, 09:09 PM As per my earlier post.....this remains an outstanding bug. There's a number of bug reports been logged for it (e.g. #908). I've asked Kayako directly, however, have not received a reply as yet You're correct in stating this is a major issue....it's causing us a great deal of aggrevation. Mark

JCor Offline New Member Posts: 1 Join Date: Nov 2005	11-06-2006, 06:19 AM Can we get an update of the status of this bug? It contiues to cause us major headaches! Please help.

Merit Offline New Member Posts: 11 Join Date: May 2005 Location: Toronto, ON	25-05-2007, 06:26 PM Is this still a bug? I'm running 3.04.10 and it sure seems to be...

Merit Offline New Member Posts: 11 Join Date: May 2005 Location: Toronto, ON	30-05-2007, 07:13 AM Yeah I have to agree with you. I'm extremely dissapointed as well. I just added a second department last week (requiring different types of statuses) and already we're running into the issue of the wrong status being selected (since they are very similar in name). The fact that the bug exists isn't so bad, it's that the bug has been identified since 2005.

Merit Offline New Member Posts: 11 Join Date: May 2005 Location: Toronto, ON	30-05-2007, 07:18 AM For anyone that wants to track this issue: http://bugs.kayako.com/index.php?cmd=view&id=96