Duplicate tickets showing up in tech help desk

Open discussion about the Asset Navigator Web HelpDesk

Duplicate tickets showing up in tech help desk

Postby mrerick on Wed Jan 14, 2004 6:34 pm

When I log into the tech help desk web page and view my tickets, some of the tickets show up twice. What could I possible have set up that would only duplicate some, but not all, of the tickets?

Any help would be greatly appreciated.

Mike
mrerick
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Postby mhull on Thu Jan 15, 2004 12:36 pm

Are you seeing this phenomenon when viewing tickets through Asset Navigator?
mhull
 

Postby mrerick on Thu Jan 15, 2004 1:31 pm

Nope
mrerick
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Postby mrerick on Fri Jan 16, 2004 4:40 pm

Matt,

I have discovered what is going on, but I don't know how to prevent it. I noticed that the only time the tickets were duplicated was when both the requester and the technician are members of the same group, but different people. If the requester and the technician are the same, the ticket is not duplicated.

Do you have any idea as to why the happens and what we can do to prevent it?

Mike
mrerick
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Postby mhull on Mon Jan 19, 2004 11:57 am

When you say 'member of the same group,' you are referring to User Management permissions groups right?
mhull
 

Postby mrerick on Mon Jan 19, 2004 12:08 pm

Matt,

I guess I should use the correct terminology. The duplicate tickets occur when both the requester and tech are members of the same DEPARTMENT, not group. Sorry about the confusion.

Mike
mrerick
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Posts: 29
Joined: Thu May 02, 2002 1:54 pm

Postby mhull on Mon Jan 19, 2004 2:37 pm

Please send a screenshot of the tech web interface that shows this issue to support@alloy-software.com.
mhull
 

Postby mhull on Tue Jan 20, 2004 12:11 pm

This issue has been confirmed and will be fixed in the next release. In the meantime, giving a user 'View All Tickets' permission should alleviate the problem.
mhull
 


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