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List view not showing all tickets  XML
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[Post New]15/05/2009 22:29:01
    Subject: List view not showing all tickets
[Up]
thinksecurity
SysAider


SysAider from release 5.6 United States Pathfinder
Joined: 22/04/2009
Messages: 39
Offline
Hello,

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!

[Post New]18/05/2009 06:20:15
    Subject: List view not showing all tickets
[Up]
Haim
SysAid Wiz

Joined: 15/04/2008
Messages: 2449
Offline
thinksecurity,

Please run the following query on the database:
select * from service_req where sr_type=null and let me know what are the results.
Pushing IT forward
[Post New]18/05/2009 13:54:32
    Subject: Re:List view not showing all tickets
[Up]
thinksecurity
SysAider


SysAider from release 5.6 United States Pathfinder
Joined: 22/04/2009
Messages: 39
Offline
0 results with that query
[Post New]19/05/2009 08:37:26
    Subject: List view not showing all tickets
[Up]
Haim
SysAid Wiz

Joined: 15/04/2008
Messages: 2449
Offline
thinksecurity,
please contact the support by sending an email to helpdesk@ilient.com so we can further investigate this issue.

Please add a link to this post so we can post the solution once it will be found.

Best regards.
Haim
Pushing IT forward
[Post New]21/05/2009 16:54:57
    Subject: Re:List view not showing all tickets
[Up]
thinksecurity
SysAider


SysAider from release 5.6 United States Pathfinder
Joined: 22/04/2009
Messages: 39
Offline
I sent in the request. Thanks Haim
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