Status on new ticket is not assigned

[staggs]

Hello All,

We are running into a problem with our owned 3.10.02 with new tickets not getting created with a Status.

Basically a user can go and create a new ticket for any department, then once the staff logs into the system to view any unassigned tickets it doesn't show up. It's basically invisible unless you do a search for the ticket number.

I've double checked and the Default Ticket Status and it is set to Unassigned, so it should be working properly.

If anyone could give any suggestions or hints on what I can do to fix this.

[Jamie Edwards]

Hi staggs,

Does the user select a status that does not belong to the department they create it in (and is thus 'lost')?

[staggs]

Well when the user creates the ticket in the client area it doesn't give them the option to set a status.

IE we have the following:

Full Name:
Email:
Priority:

Subject:
Details:

What it should do when the client creates the ticket is set it to Unassigned (as this is what we have setup in the Admin panel). But what happens is it's not even set to anything. When I bring the ticket up doing a search in the staff Panel, I see the following:

Ticket ID: QAN-336537
Owner: Unassigned
Department: Networking
Status: ***** it's just blank, it has nothing there aka just white
Priority: Urgent
Due: 22h41m
Labels: Unassigned


We've had this issue for a long time, I'm just now getting the time to look into it, what we typically do is our staff members can go check their e-mails or refresh a url of:

http://www.blah.com/staff/index.php?...cketstatusid=1

And it will show the unassigned tickets for that department there.

[Jamie Edwards]

Hi staggs,

Have you deleted the 'Open' status?

[hbidad]

With the latest CVS I'm experiencing a similar problem.

As an admin, If I choose a different department the status box is grayed out. If I continue with move, the ticket goes to a mystery department and can't be seen.

I had to use my back button and change the department back without touching the status to be able to find it.

[Jamie Edwards]

Hi hbidad,

Are you using IE, and does this happen *every* time?

[staggs]

Hey Jamie,

Thanks for the help, and sorry for not updating sooner, but I've been in meetings.

I did go through all of the status options, and "Open" was not listed, so it seems as if someone has deleted it. There is a bunch of other ones (custom) ones but no "Open"

Can I just add this back?

[Jamie Edwards]

Hi staggs,

I am not actually sure if this would resolve the problem; you can try and add it (it would do no harm) and see if it resolves the problem.

If it does not, I will ask that you submit a ticket and e-mail me with the ticket ID so that I can follow it up with a developer on Monday.

[hbidad]

Originally Posted by hbidad

With the latest CVS I'm experiencing a similar problem.

As an admin, If I choose a different department the status box is grayed out. If I continue with move, the ticket goes to a mystery department and can't be seen.

I had to use my back button and change the department back without touching the status to be able to find it.

No, Firefox and I can duplicate it every time. It seems to only do it when I attempt to move a ticket to a certain group.

[ppafford]

having a similar problem,

also posted on this post:

Help tickets coming though with a blank status

any help would be great