Tools

Tickets are missing from My & Group Tickets view after upgrade to WHD 12.8.3 HF3

After upgrade to Web Help Desk (WHD) 12.8.3 HF3, techs are reporting some tickets are missing from My/Group tickets view.

First published date

10/22/2024 3:06 PM

Last published date

2/9/2025 2:05 AM

Overview

Some reports of techs are reporting that tickets assigned to them are no longer showing up in My and/or Group tickets view
The count number at the top of the tab is accurate but the view view does not show the actual ticket(s)

blank my tickets.png

Depending on the tech, some tickets will be listed, but they are incomplete. Some techs will not display the tickets at all. The number of tickets listed on the bottom part of the page differs from the numbers above. This is for My Tickets and Group Tickets:

A manual search for the ticket(s) will return successfully.

Product section

Web Help Desk

Cause

The issue occurs due to an incorrect search query and is only applicable to WHD 12.8.3 HF3.

Resolution

To resolve this issue, please upgrade to WHD 12.8.4 and above.

Workaround:
Techs can create a query that includes parameters that qualify what tickets they normally work on.
To create a Saved Query in Advanced Ticket Search, please follow: Search for a ticket

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