Hello,
I apologize in advance for this being somewhat lengthy.
We installed and configured V1.6. We then manually entered a bunch of ticket data from our legacy system, and then went through and closed out the ones that were no longer relevant. These tickets were closed by ticking the box under Post Internal Note. The ticket would close, but would become unassigned in the Assigned Staff field.
We then installed the reporting tool from here:
http://sudobash.net/ostickets-reports(http://sudobash.net/ostickets-reports)
When we ran a report so I could see how many tickets I closed, all the ones that had been closed using the above listed procedure did not show up, and I had zero closed tickets in the report. But, the Unassigned user had all the ones that I had closed. So, the Unassigned user had 100 closed tickets, and I had none.
Now, it appears that since the installation of the sudobash reporting code, if I close a ticket using the same procedure, the ticket will close, but my name will stay assigned. The counter for My Tickets will not go down, and the closed ticket will remain in My Tickets list. All the ones I closed prior to the installation of the reporting code still show in the Closed Tickets list as being closed by me, but say Unassigned in the Assigned Staff field.
What I am trying to figure out is:
1. How to properly close tickets so the counter decreases and the closed ticket is no long on the My Tickets list. What we are really looking for is to have My Tickets really be My Open Tickets.
2. Have the report accurately reflect how many tickets I have closed, and not credit the Unassigned user with having closed them
I realize that the problem we are having may be related to the V1.6 code, or the Reports 5.0 code, or both.
I am hoping someone here may be attempting the same thing we are.
Any advice or suggestions would be greatly appreciated.
Thanks
