Question
The view I created is missing tickets. Why did my tickets disappear from my views?
Answer
If your tickets no longer appear in your views, it is very likely that the tickets don't match the conditions set for your views.
Views are like frames or filters to your tickets. They display those tickets that match the pre-configured conditions from your views.
To troubleshoot your view
- Open the views page.
- Open the view that is missing the tickets and scroll down to the conditions set.
- Open a ticket that is missing from the view and compare it to each condition set in your view.
- Amend the view to include those tickets.
Views do not include archived tickets. Archived tickets are included in search results. You may notice a discrepancy between the number of ticket results shown in a view and the number shown in a ticket search with the same parameters.
For more information on creating views to match your use case, see this article: Creating views to manage ticket workflow.
2 Comments
Hi, are there any plans to have a tickbox or similar to allow people to include archived tickets in their views? It would be really helpful to be able to view all the tickets that fit a certain filter rather than just the "active" ones.
Best regards,
Ellie
Agree with Eleanor...the team typically looks back at tickets they've worked when a similar one comes in. Only having the search option for this creates a lot more time to get to what they want to find with all the tickets we have in our system.
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