I ran a report yesterday and a technician claimed he closed more tickets than the report revealed. Upon further investigation, I found that the ticket said it was resolved by the technician but the status did not change. This happened yesterday with the other issues with IIQ so I wanted to check if there really is an issue that needs to be resolved before opening a ticket.
When I looked up the it showed as resolved and when I went to print the ticket it also showed as “Resolved Accidental Damage Repair.”
What is the custom views name or report that you are looking at?
My first thought is the timing of when the ticket was resolved vs. when you printed the ticket?
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There was an incident with IIQ on the 15th that I assume had something to do with the error. It threw off our reporting and slowed our processing. I do not see it repeating.
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