ConnectWise Manage - Unable to update the ticket

Last Modified

Tue Oct 16 20:58 GMT 2018

Description

• Full error will look something like this:

10607 Unable to update the ticket, please N-able Technical Support for assistance. The following error occurred: ticket assigned to status that does not exist: ticketNumber '1217302', board 86: 'NOC Services', status 1422: 'Self-Heal'

Environment

• N-able N-central
• ConnectWise Manage Integration

Solution

• Statuses are tied to Service Boards and are unique to each board.
• Each Status has an ID that is linked to the board even if the same name is used.
• If a ticket is moved to another board the ticket updates will fail as it no longer uses the same ID even if the new board has a status with the same ID.