> You need to find out what is preventing the ticket from showing up in
> your query. One of your AND conditions may not be met so the ticket
> does not show up. Are you saving your Email that is creating the missed
> tickets? You could try submitting a similar Email to see if it has the
> same visibility problem. Also, do you have any customizations? Sometimes
> a change can have unusual ramifications down the line.
Another "hidden" ticket appeared last week (11/4) in the search results.
It is ~7 months old.
* Ticket has zero transactions
* Ticket is in 'new' status as expected. Never had a different
state.
* Ticket is owned by 'Nobody in particular' (aka account name
'Nobody') as expected for a ticket with no transactions. Never
had a different owner.
* Ticket is in 'atcc-help' queue. Never had a different queue.
* All criteria above match the search query below fully:
Queue = 'atcc-help'
AND
(
Status = 'new'
OR Status = 'open'
OR Status = 'stalled'
)
AND (
Owner = 'Nobody'
OR Owner = 'jbla...@our.org'
)
Yet it sat hidden for ~7 months, not showing in the search results,
and then popped into view Friday 11/4.
We do not have any homebrew customizations at all for *this* RT
instance.
We use RT::Extension::Nagios and RT::Extension:Assets.
I can't really picture how we could reproduce this failure scenario.
--
Jeff Blaine
kickflop.net
---------
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Los Angeles - January 9-11 2017
