Closed ticket appears in open ticket filter / Ticket cerrado aparece en filtro de tickets abiertos.

Question

Ingles

Good day, dear,

I comment that the system is presenting an irregular situation with respect to a specific incident. ISM-753

The analyst in charge of the ticket, has performed the normal closing steps, inclusive, the ticket is shown as CLOSED. However, this ticket still appears in ALL OPEN APPLICATIONS when it is not supposed to be in this filter.

Can I move this ticket manually to the closed filter?

Español.

Buen día estimados,

Les comento que el sistema está presentando una situación irregular con respecto a un incidente puntual. ISM-753

El analista encargado de la solicitud, ha realizado los pasos normales de cierre, inclusive, el ticket se muestra como CERRADO. Sin embargo, este ticket aun continúa apareciendo en TODAS LAS SOLICITUDES ABIERTAS cuando se supone que no reúne las condiciones para estar en este filtro.

¿Puedo mover este ticket de manera manual al filtro de cerradas?

Dirk Ronsmans · Answer

Great!

Just make sure that if the tickets that were "wrongly" in the queue were there because they didn't have a resolution filled in, that you don't have any reports on that Resolution field because then those tickets will not be counted of course..

In the long run it might be best to see why the ticket was there an why it wasn't just filtered out in the first place than filter them out through the queue filter :)

José Luis Montecino · Answer

Hello Dirk, Thank you very much for your prompt response,

We have removed the option of closed tickets in the queue of ALL OPEN TICKETS, so that only the tickets we need are displayed in the filter.

Dirk Ronsmans · Answer

Hi @José Luis Montecino ,

what is meant by Closed is defined by the filter itself. It seem to be queues that are defined?

You can click on the 3 dots in the upper right corner and go to "edit queue".

That should present you with the filter that is set on that queue.

Most likely (and most commonly) the filter looks towards the "Resolution" to be filled in and not so much the status.

You can not just move the ticket to another queue it needs to be either part or not part of the filter set on the queue. So I suggest to take a look what filter is defined on that queue and adjust accordingly!