MyWork Not Showing All Completed Tickets

We don't have many people who use MyWork, but one technician who does use it is seeing that not all of his completed tickets in My Accomplishments. I inspected some of the missing tickets, and the configuration of the status=completed and responsible is the same on both tickets, but some show in My Accomplishments, and others don't.  I haven't seen this before, but what may cause this?

Thanks, Tevis

 

Asked by Tevis Boulware on Thu 8/29/24 5:02 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 9/3/24 9:21 AM

Hello Tevis,

My Accomplishments doesn't just track who was responsible and whether or not the ticket is currently closed. It only shows an item there if the person in question was actually the one who marked the ticket as closed themselves. If someone else physically closed the ticket, it doesn't "count" as an accomplishment of the Responsible person.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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Hi Mark, I have inspected a few of the tickets that are not showing up, and the technician closed the ticket, but it still did not show up on My Work|Accomplishments.

Would there be any other reason the tickets would not show? - Tevis Boulware Tue 9/3/24 11:14 AM
Hi Tevis, this appears to be a bug. I created a ticket with ID 26356072 for you under the parent bug ticket for this issue. You'll be notified on that ticket when this issue is fixed. - Mark Sayers Tue 9/3/24 2:49 PM