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Thread: Ticket status goes walkabout

alan mathias
Posts: 12

Ticket status goes walkabout
Posted: 06 Jun 08 4:07 AM

Any one any experience of having a large number of tickets suddenly have the status field reset to zero i.e. empty?

Our customer support team falgged up an issue to me yesterday regards a bunch of tickets on the system (in excess of 100 and some going back to 2005) where the status field was empty.

The way our SLX (6.2.4) was configured was that the status field defaults to open when the ticket is raised so even if the ticket was not touched after it had been raised, I would expect to see open in the status field but, the status field on all these tickets is empty.

Talking to our BP, he made the fairly obvious statement that if a pick list item from the status picklist had been deleted, then bingo, those ticket status fields using that status picklist item will also be deleted.

Only problem I have with this is that a) I would not delete items from the status pick list for this very reason and b) this number of tickets would have a large number of different status's applied to them amd again, we would not habitually carry out wholesale deletion of ticket pick list items.

I will check a backed up copy of the database from last year so i can compare the current ticket pick list options to those that were in the pick list 12 month ago. I can also check some of the older tickets to see what status was assigned to them.

Having said that if anyone has had a similar experience, I'd appreciate any words of wisdom.

Thanks !

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