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Tickets do not display in the Group or My tickets view

Overview

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

Environment

All Web Help Desk versions

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.
    advanced-search.png 
  4. Locate the ticket that is not showing in the Group\My tickets view.
  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. 
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