+2Is there a way to view all tickets marked as “Duplicate”? When you click on → “Resolve Ticket → Resolve - Duplicate Ticket, it gives the ticket status with in the ticket as “Canceled - Duplicate Ticket”. However, if you go to all tickets view, and try to set a Filter on this, it does not exsist. However, it is there with a status of “Resolved”. See attached document.
How can you filter a view on all tickets that were marked as duplicate?
Best answer by iiqadmin
Hi Paul! The status of this ticket is actually "resolved". when tickets are "resolved" or "canceled" they are given a "closed reason". The "closed reason" is then displayed as the status for the ticket. This workflow's "closed reason" is "canceled - duplicate ticket" however, that is not the status of the ticket. To see the true status of the ticket, click on status "canceled - duplicate ticket" on the ticket info and have a look at the status that is highlighted. Is there a reason you may want to see those duplicate tickets in a custom view? Curious if your workflow is something we can evaluate to find a resoluiton.
Hi Paul! The status of this ticket is actually "resolved". when tickets are "resolved" or "canceled" they are given a "closed reason". The "closed reason" is then displayed as the status for the ticket. This workflow's "closed reason" is "canceled - duplicate ticket" however, that is not the status of the ticket. To see the true status of the ticket, click on status "canceled - duplicate ticket" on the ticket info and have a look at the status that is highlighted. Is there a reason you may want to see those duplicate tickets in a custom view? Curious if your workflow is something we can evaluate to find a resoluiton.
+18Thanks
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
