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Web Help desk (WHD) Tickets do not display in the Group or My tickets view

This article addresses an issue that prevents tickets from displaying in the Group\My tickets view of the assigned tech.

First published date

10/25/2018 1:56 PM

Last published date

4/18/2019 7:07 PM

Overview

Tickets do not display in the Group or My tickets view of the assigned tech.

Product section

Web Help Desk

Cause

The ticket assigned location, department, and companies no longer exist in the Web user interface

Resolution

  1. Log in to Web Help Desk as an administrator.
  2. Click Tickets > Search Tickets and click the Advanced Search tab.
  3. Create a condition to locate the missing ticket, and click Search.

  4. Locate the ticket that does not display in the Group\My tickets view. If the ticket status is Requires Development, the ticket will not display in the results. You must know the ticket number or specific information in the ticket to perform an advanced search, locate the ticket, and then flag it so it displays in your flagged tickets. 
  5. Open the ticket and note the following ticket details:
    • Location
    • Department
    • Companies 
  6. Verify that the assigned location, department, and companies of the ticket still exist in the Web Interface by checking the following resources: 
    • Setup > Companies & Locations > Locations & Rooms
    • Setup > Companies & Locations > Departments
    • Setup > Companies & Locations > Companies 
  7. If the assigned location, department, and companies of the ticket no longer exist in the Web Interface, change the assigned location, department, and companies of the ticket.