tickets vanishing

russmichaels · **tickets vanishing -** 07-08-2007, 08:40 AM

We have been having some problems with tickets vanishing.

A client reply comes in, an alert goes out to all staff with the reply and ticket details.
You click on the link, ticket doesn't exist.
So I login to support suite and search for the ticket, but it is not there, even if I search by ticketID.

No staff member has deleted it, it has just vanished.

craigbrass · 07-08-2007, 09:24 AM

Thats an odd one. Have you upgraded to the stable released yesterday (3.11.01) to see if this fixes the issue?

russmichaels · 07-08-2007, 09:29 AM

no because I don't want to break the numerous other fixes that have been done. Still waiting after 1 week for kayako to confirm if 3.11 include sthe fixes they already applied.

craigbrass · 07-08-2007, 09:32 AM

I'd submit a ticket to support (http://members.kayako.net -> Get Support) to ask them to look into this and they will be able to tell you if it has been fixed. I cannot tell from anything that has been posted that it has been.

**Raghav Arora** · 07-08-2007, 12:05 PM

Quote:

Originally Posted by russmichaels

We have been having some problems with tickets vanishing.

A client reply comes in, an alert goes out to all staff with the reply and ticket details.
You click on the link, ticket doesn't exist.
So I login to support suite and search for the ticket, but it is not there, even if I search by ticketID.

No staff member has deleted it, it has just vanished.

Please create a support ticket for this from the members area account or send me the Admin CP access details to trace the issue.

Regards,

Raghav Arora

Sarah_User · 07-08-2007, 02:19 PM

Did you make sure that the correct people were given access to the tickets under the staff in the admin cp? I had this same issue once when i created a new department -- you have to go in by hand and give people permissions for the departments....??

Let me know if this helped. It could be another issue altogether.

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craigbrass Offline Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK	07-08-2007, 09:24 AM Thats an odd one. Have you upgraded to the stable released yesterday (3.11.01) to see if this fixes the issue? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

russmichaels Offline Member Posts: 57 Join Date: Jul 2007 Location: UK	07-08-2007, 09:29 AM no because I don't want to break the numerous other fixes that have been done. Still waiting after 1 week for kayako to confirm if 3.11 include sthe fixes they already applied.

craigbrass Offline Senior Member Posts: 5,394 Join Date: Jun 2005 Location: Cumbria, UK	07-08-2007, 09:32 AM I'd submit a ticket to support (http://members.kayako.net -> Get Support) to ask them to look into this and they will be able to tell you if it has been fixed. I cannot tell from anything that has been posted that it has been. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Sarah_User Offline Member Posts: 52 Join Date: Jul 2007	07-08-2007, 02:19 PM Did you make sure that the correct people were given access to the tickets under the staff in the admin cp? I had this same issue once when i created a new department -- you have to go in by hand and give people permissions for the departments....?? Let me know if this helped. It could be another issue altogether.