Question

I noticed that the ticket IDs aren't perfectly sequential, some of them are missing. How might this happen?

Answer

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:

  • The ticket was deleted.
  • The ticket creation in the agent interface or the request form failed. If a required field, such as subject or description, is missing when the ticket creation is attempted, the ID that would have been used is skipped to guarantee uniqueness in incrementation.
  • API ticket-creation failed. 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 if a ticket was ever created you can make use of the Incremental Ticket Events endpoint of the API with a start_time of a previous ticket's creation.

  • If no record exists within the incremental/ticket_events page, then that ID was skipped due to ticket creation failure.
  • If the ticket ID shows within the results of that incremental export, then the ticket was deleted.
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