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  • 1.  Missing Tickets

    Posted Sep 19, 2017 11:00 AM

    We are experiencing an issue with some tickets that are emailed in are being created but never make it to a queue. They are at 0% completion and the only process history is the email coming in.  You can't search for it. I have found a few tickets by guessing at ticket numbers.  When you find them you can't edit, work or do anything with the ticket. Anyone know what table in SQL i can find tickets that are at 0% or a SQL query that i can use to find them? I'm trying to open a case with Symantec for help on fixing it but I need to quickly find the missing tickets.

     

     



  • 2.  RE: Missing Tickets

    Trusted Advisor
    Posted Sep 19, 2017 11:49 AM

    Hi SMT2011,

    There probably isn't a record in the Incident table (IMIncidentTicket), so hopefully the below will list what you need. 

    The ServiceID is just so it shows all Incident related processes and the 0% completion you mentioned should be PercentComplete.

    Please let us know if this gives you what you need, thanks.

    SELECT * 
FROM ReportProcess RP 
WHERE RP.ServiceID = 'INCIDENT-MGMT'
AND RP.PercentComplete	= '0'