tickets disappearing?

[DamianG]

I had an overdue ticket which I (as staff) changed the owner and department of the ticket. It showed next to the department i changed it to, which previously had no tickets within it, in the department tree as: Department / Open (1)

Yet when i clicked to the 'open' tickets folder of that department, the ticket was NOT there. I could not find the ticket ANYwhere within the department tree listings, and the only way i could pull it back up was by searching for specific text in the ticket.

Help!!!

[DamianG]

ok, the ticket reappeared once i reassigned the ticket to 'unassigned'

I guess after reading some posts around here that this is a known bug that has been around for well over a year. So i would assume that the 'assigning tickets to a staff member' feature is , and has been, out of commission.

[sureshkumar.mr]

Click on View > All tickets to view tickets assigned to others, I have attached a screen shot for your reference.

[DamianG]

but i was logged in as a staff member that can see all departments.

[sureshkumar.mr]

Yes, there are different type of views, you can set the default view in Admin.

[conkle]

I am running version 3.00.32. So far I've had two known tickets disappear recently. They weren't changed to assign to staff, or anything else.

They were both created by users, then replied to by staff and assigned as RMAs. At some point they just no longer existed in the database. None of the staff have deleted tickets, and there was no sign of either ticket in Parser logs. There are no parsing rules set up to delete emails/tickets.

I read of a similar issue in version 2, but there were no results documented. Any help would be appreciated.