Documentation to assist with the setup and configuration of the HaloITSM platform
Missing or Deleted Tickets
The below screen indicates a ticket that cannot be accessed:
There are a variety of reasons as to why this may be the case however it is usually because the ticket has been deleted.
If you have accidentally deleted a number of tickets and need to get them back, please reach out to the support team and they will do their best to assist you.
Remember, you have a variety of controls over the "Delete" button:
- You can stop agents having access to this button by altering their premissions to "Cannot delete tickets".
- In "Advanced Settings" in the configuration console, you have access to the following options which can help control what happens when the delete button is pressed:
It can also be the case that the ticket has just been hidden from your view:
- The ticket is either in a section you cannot view or holds an attribute restricted from your view such as category or ticket type etc.
It could also be the case that the ticket has been merged into another one. You can contact support to investigate this if you are at all unsure.
The most efficient way to understand why a ticket is inaccesible is with your reporting suite however. The following is a SQL script which when run will show whether a ticket has been deleted and so on. First, head to your reporting suite, click "New" in the top right-hand corner and head to report setup. Paste the below script into the text box and head to preview. Pick the date range for the ticket's submission.
SELECT faults.faultid AS [Ticket Number],
WHEN fdeleted > 0 THEN 'True'
END AS [Ticket deleted?],
LEFT(dateoccured, 19) AS [Ticket Submitted],
tstatusdesc AS [Status],
sectio_ AS [Team],
rtdesc AS [Ticket Type],
Category2 as [Ticket Category],
Acurrent.uname AS [Assigned Agent],
LEFT(datecleared, 19) AS [Closure Date],
Acleared.uname AS [Closing Agent],
WHEN fmergedintofaultid > 0 THEN 'Ticket Merged into '
+ Cast(fmergedintofaultid AS NVARCHAR)
ELSE 'Not Merged'
END AS [Ticket Merged]
LEFT JOIN requesttype
ON requesttypenew = rtid
LEFT JOIN uname Acurrent
ON assignedtoint = Acurrent.unum
LEFT JOIN uname Acleared
ON clearwhoint = Acleared.unum
LEFT JOIN tstatus
ON tstatus = status
WHERE dateoccured BETWEEN @startdate AND @enddate
- Asset Import - CSV/XLS/Spreadsheet Method
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- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars