On some occasions, the ticket may be missing from Outstanding Tickets due to the parent Order not being linked to an Account.
🤓Tip: If the ticket is more than 12 months old, you will need to put in an appropriate From date at the top of the outstanding tickets page; this is due to a cap being in place.
If no date filters are entered, the system minimises timeouts by avoiding searches across all tickets ever created. This means tickets may not appear unless specific filters are applied
But the most common cause of missing tickets from the Outstanding Tickets screen is filters leftover from a previous search. To resolve this:
Ensure that all the search fields at the top have been entered correctly (e.g., From/To Date, Status, Zone etc.).
Click the Burger Menu (three horizontal green bars in the top right), and select Show Filters.
Ensure that nothing is entered in here from a previous search, or that anything entered matches the details of the ticket in question.
If you have done all of the above and the tickets are still not showing, please raise a new case online and reference the title of this article.