[rt-users] "Hidden" tickets suddenly appear

[Kenneth Marshall]

On Thu, Oct 27, 2016 at 03:21:51PM -0400, Jeff Blaine wrote:
> On 10/26/2016 4:27 AM, Martin Wheldon wrote:
> > Hi Jeff,
> > 
> > If you examine the ticket history of the problem ticket it should tell
> > you what happened
> > for it to be set back to the "new" status.
> > 
> > Is it being reopened by a reply to a email from the pervious ticket
> > corespondance perhaps??
> 
> Martin,
> 
> Right, that's where I first looked. There are zero transactions past the
> initial creation via email. Nothing has been done to the ticket.
> 
> Jeff

Hi Jeff,

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.

Good luck,
Ken