Request missing
Use case: In some cases, requests are missing. We would get the ID number from acknowledgement notification but we cannot find that in the tickets. In such cases, please follow below steps to find out the details.
1. Make sure to check the Request List View with All Account & All Requests filters.
2. Global Search
2. We can check the query in the database to find the ticket. Go to Reports Tab >> New Query Report and run the below queries one by one
Check the ID Active Requests
Select * from workorder where workorderid='123'
Check the ID Archived Requests
Select * from arc_workorder where workorderid='123'
Check if the ticket is merged
Execute the query in the below link as per the database you are using. You can find DB info from Help->About.
Replace 123 with the Request ID in question.
3. If it's not available in any report, check if the request is deleted. Under Community tab (headphone icon) next to Reports Tab >> Click on System Log Viewer >> Enable search and use the below filter to trace the logs
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