Documentation to assist with the setup and configuration of the HaloPSA platform
Missing or Deleted Tickets
What to do when you cannot access a ticket.
The below screen indicates a ticket that cannot be accessed:
There are a variety of reasons as to why this may be the case, however it is usually because the ticket has been deleted.
If you have accidentally deleted a number of tickets and need to get them back, If the permanently delete button has not been checked on, you can recover deleted tickets by clicking on the deleted tickets button and selecting the tickets you would like to recover, this can be found in Configuration > Advanced Setings > *Deletion Settings Tab*:
NB: If permanently delete is on, only the tickets deleted after turning it off will show in the recovery list, before that button is turned off, any tickets permanently deleted, are permanently deleted via the API. Another notable point is that at least one ticket has to be selected for the edit/recovery options to be visible.
If the tickets have been permanently deleted, it is permanent as the actions performed are via the API, if you are having issues with this please reach out to the support team and they will do their best to assist you.
Remember, you have a variety of controls over the "Delete" button:
- You can stop agents from being able to delete tickets by altering their premissions to "Cannot delete tickets". Their role may inherit a higher permission, and the highest level of access takes precedence, so make sure to check that they are not inheriting higher permisisons from a role, as this will override due to it being a higher permission, checkout the roles guide here: Configuring Agent Roles.
It can also be the case that the ticket has just been hidden from your view:
- The ticket is either in a section you cannot view or holds an attribute restricted from your view such as category, ticket type, ticket group (Ticket Groups) etc.
It could also be the case that the ticket has been merged into another one. You can contact support to investigate this if you are at all unsure.
The most efficient way to understand why a ticket is inaccesible is with your reporting suite however. The following is a SQL script which when run will show whether a ticket has been deleted and so on. First, head to your reporting suite, click "New" in the top right-hand corner and head to
"Data Source", select the source called *Write a custom SQL Query*. Paste the below script into the text box and head to "Preview Report". Pick the date range for the ticket's submission and then click on the load button.
SELECT faults.faultid AS [Ticket Number],
WHEN fdeleted > 0 THEN 'True'
END AS [Ticket deleted?],
LEFT(dateoccured, 19) AS [Ticket Submitted],
tstatusdesc AS [Status],
sectio_ AS [Team],
rtdesc AS [Ticket Type],
Category2 as [Ticket Category],
Acurrent.uname AS [Assigned Agent],
LEFT(datecleared, 19) AS [Closure Date],
Acleared.uname AS [Closing Agent],
WHEN fmergedintofaultid > 0 THEN 'Ticket Merged into '
+ Cast(fmergedintofaultid AS NVARCHAR)
ELSE 'Not Merged'
END AS [Ticket Merged]
LEFT JOIN requesttype
ON requesttypenew = rtid
LEFT JOIN uname Acurrent
ON assignedtoint = Acurrent.unum
LEFT JOIN uname Acleared
ON clearwhoint = Acleared.unum
LEFT JOIN tstatus
ON tstatus = status
WHERE dateoccured BETWEEN @startdate AND @enddate
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating a New Application for API Connections
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Halo Integrator
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through