Ticket Not Shown on Active Tickets Screen

If you cannot see a Ticket on the Active Tickets Screen, when expected, please check the following:

Ticket Must be Active

Only Active Tickets are displayed on the Active Tickets screen. A Ticket is not considered to be active if it has a status of:

• Closed
• Cancelled

All other statuses, including custom statuses, are considered to be Active Tickets.

Active Ticket Search Filters

Ensure there are no search filters that are preventing the Ticket from being listed.

• Click Clear Values to remove all filters.
• Consider that Department/Staff defaults to Departments to which the currently-signed-in user is allocated, so the appropriate Department / Staff member may need to be selected.

See Support Centre article, Active Tickets Screen (Tickets Search Section), for further information about this feature.

Ticket On Hold

A user may have placed the Ticket 'On Hold'. This prevents the Ticket from being displayed in the Active Tickets list, until the hold-date is reached, or the hold is cancelled.

See Support Centre article, Creating / Modifying a Ticket (Hold Until), for further information about this feature.

On-Hold Tickets are always visible on the Customer's Tickets screen.