In looking through my tickets, I noticed that the ticket IDs aren't perfectly sequential, some of them are missing. How might this happen?
There are a number of ways that ticket IDs might not show as having a ticket associated with them. The most common causes are as follows:
- Ticket was deleted - It's possible that the ticket was simply removed from your account
- Ticket-creation within agent interface/New Request Page failed - If a required field (subject or description, for example) is missing when ticket ticket creation is attempted, the ID that would have been used is skipped to guarantee uniqueness in incrementation.
- API ticket-creation failed - Similar to the above reason, API-based ticket creation can fail for a variety of reasons. If it fails, the ID that would have been used is skipped.
To check to see if a ticket was ever created you can make use of the Incremental Ticket Events endpoint of our API with a start_time of a previous ticket's creation. If no record exists within incremental/ticket_events page, then that ID was skipped due to either reason 2 or 3. If the ticket ID shows within the results of that incremental export, it was deleted.