OLD TDNext Tickets Showing up with New Status on saved Report Search

Hello,

We have a saved search in TDNext called Client Services Open Tasks, which is meant to show only open or active tickets for the Client Services team based on specific report criteria (please see the attached screenshot). However, we have noticed that occasionally, when running the report, some older tickets—dating back to 2023—are appearing as new, incomplete tasks (0% progress).

Upon reviewing the ticket feed, we found no indication that these tickets were replied to, reopened, or had any new tasks created. No user activity seems to account for their reappearance.

Could someone help us determine why these tickets are randomly showing up as new or incomplete in this report? We are not experiencing similar issues with reports in other areas, so this seems to be isolated to Client Services. Could there be an issue with how the report is set up, or is there another reason these tasks appear as if reopened without any logged changes?

Below are some ticket examples for reference.

Any assistance would be greatly appreciated.

Service Request Detail - 879763: Tech Loan Equipment Return ... (teamdynamix.com)

Service Request Detail - 888761: Tech Loan Equipment Return ... (teamdynamix.com)

Service Request Detail - 883945: Tech Loan Equipment Return ... (teamdynamix.com)

Incident Detail - 631773: Lancaster East 329 Request ... (teamdynamix.com)

Thanks,

Josy Hess

Asked by Josy Hess on Thu 10/10/24 4:36 PM Last edited Thu 10/10/24 4:36 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 10/11/24 9:36 AM

Hi Josy,

For the first 3 tickets you listed, they were recently updated this week to handle a workflow that was still active on them.

The last ticket 631773 doesn't look like it was ever closed (unless it was created as closed).

Sincerely,
Mark Sayers
Sr Support Consultant, CS

 

No feedback
Hi Mark,

Thanks for checking on this. The three tickets you mentioned that had recent updates were updated so we could close them again. They were originally created and closed back in 2023. They did not appear on our active ticket list report or desktop at the time, but they randomly showed up when we ran the Client Services Open Tasks report.

We’re unsure why they weren’t on the report before, if they were indeed active/open, and why they were reopened when the feed clearly shows they were closed in 2023. There hasn't been any recent interaction logged for these tickets, which adds to the confusion.

I hope that makes sense.

Thanks,

Josy Hess - Josy Hess Fri 10/11/24 12:50 PM
What kind of report was this that you created to find these active tickets? Was it a ticket report?

I believe we had adjusted the way reports would consider certain workflow steps when returning results, so if there *was* an active workflow on those tickets, they might have begun showing up. I suspect the tickets in question started showing up after those adjustments were made, but they rightly *should* have been appearing since the workflows were still technically active. - Mark Sayers Fri 10/11/24 1:38 PM