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Staff member who closed ticket changed

Discussion in 'Technical chat' started by Lill, Mar 23, 2017.

  1. Lill

    Lill New Member

    Hi all,

    We are having a strange issue where the user who originally closed the ticket differs from the current ticket owner.

    Let me explain with 2 or 3 screenshots:

    Ticket 48969:


    As you can see, the person who appears to have closed this ticket is "Rafael Cabacas". But if you click on the Audit Log, the owner ("Propietario del ticket cambiado de: --Sin asignar-- a Alejandra Sanchez").


    Digging into the DB:

    On table swstaff, Rafael Cabacas is staffid 62
    Alejandra Sanchez is staffid 14

    On the ticket:

    SELECT ticketid,ownerstaffid,ownerstaffname FROM kayako_fusion.swtickets WHERE ticketid = 48969


    Got a list of how many tickets are on the same situation:

    MySQL Workbench_2017-03-23_09-38-55.png

    So... does anybody know what's happening here??
  2. supportskins

    supportskins Kayako Guru

    A ticket can be owned by a staff user and closed by another user as long as he has access to the department in which the ticket exists. That is possible hence this is not really an issue but the way it was done. There is no such restriction that a ticket owner can only close a ticket and no one else can.
  3. Lill

    Lill New Member

    Of course this is a excepted behaviour, and this happens daily. But what happened here is that the owner of the ticket appears as a different user:



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