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:
- 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.