When changing issue the ticket reverts to "start ticket"

Does the ticket activity show anything about that change? I have not seen this myself, but we do not get many tickets sent in via email. We do have many that need to be re-categorized, and I haven’t seen any switch back to a Submitted state. This sounds like a rule in your iiQ instance that’s running incorrectly - but it could always be a bug!

​@AMeyer Greendale Schools I’ll check my rules. We haven’t made any changes there recently but I agree that could be a culprit. 

When I click “Start Ticket” again the issue is confirmed and greyed out like it would be after changing the issue. No other data is lost.

Forgot to mention checking the “rule log” in the ticket might be worth doing. I’ve had instances where that section would show a ticket matched a rule when it wasn’t supposed to.

​@AMeyer Greendale Schools this isn’t a rule problem. There is a rule getting run twice but this occurs because the “Start Ticket” is pressed again. The rule changes the status of the ticket from “Submitted” to “In Progress” when either an agent clicks “Start Ticket” or when an agent is assigned to a ticket. So it makes sense that this rule is running twice since the “Start Ticket” button is being pressed again. 

We seem to be having the same issue, when you change the issue of a ticket, it seems to revert the ticket status back to submitted instead of in progress. Is this by design or a bug?

​@MPeters 48079a4 stjacademy Thank you for submitting your question to our community! 😄 

I reached out to our product team, and if it is when you are switching the product of the ticket, it is functioning as intended. Are you changing the big 5 top categories? Can I have an example ticket number I can look at? 

​ ​@AMeyer Greendale Schools Thanks for your insight and trials of solutions. 

​@Cozmo03 Can I get an example ticket number to check out? 

Look at ticket #106251 please. ​@bclark said this was one that was doing it.

Is this a new thing? I don’t remember this doing this before.

​@Kathryn Carter when a ticket is created from email it doesn’t seem to have an issue assigned that I can tell. If I click “Confirm Issue” I believe it assigns it to “Other” category. I feel like there is a setting I set for that but I cannot find it now. So yes, I guess we are changing one of the big 5 categories. As ​@Cozmo03 stated, this never happened before, only within the last couple of weeks or so have I noticed this behavior. Ticket #6221 is what the ticket looks like prior to changing the issue. Ticket #6207 is what it looks like after. If you look in the rule log in 6207 it shows it was assigned twice. 

​@Cozmo03 ​@MPeters 48079a4 stjacademy This has been a confirmed issue with our support team and our fix is currently in development. I will let you know when I hear more about this being released. Thank you for your patience. 

This item is still being worked on, but I am hopeful we will see this released soon! 😄

I just wanted to let everyone know that I noticed this issue was no longer present when I was working tickets yesterday.

We will test here and see if we are seeing what you are seeing ​@MPeters 48079a4 stjacademy Thanks for updating.

It seems to be working on our end.

Thank you! Much appreciated. Great work IIQ!!