Problems to Set this ticket back to Help Desk queue

[Denise Baack-Hernandez]

This ticket was putted as resolved but  for some reason  I had to reopen it , but it never came back to the help desk queue again and it seems to be somewhere but not in any of our queues.

could you help me to find out what is happening ??

Thank you.

[Jack Brickey]

I suspect the answer lies in the filter underlying your queue. For example, it may be that the Resolution field got set when the issue was resolved initially and was not cleared when reopened. Further to this line of thinking, your queue may exclude any issues where the resolution is not empty. Of course this is just one possible scenario. Bottom line edit the queue and inspect possible cause for exclusion.