I have been doing some custom reporting and I am noticing a descrepency.
When I run the query
select * from service_req
where responsibility = 'none' and close_time is null
I get 24 tickets
However in the SysAid listview I see only 13 tickets assinged to none.
I restored the listview to the default and still get the same number of tickets. However if I pick a ticket that isnt showing (29) and I do a search for the ticket number in the software I can see the ticket. Once im in the ticket if I change the status from new to open then the ticket will show on the list. Now if I go back into the ticket and change the status back to new and save, it will still show in the listview. Weird?
Please help! I have tickets that the techs dont even know about and users thinking we forgot them!