KBA45027:
| Knowledge Base Article | 45027 |
| Applicable Versions | Report Manager 4.0 and later |
| Date Created/Updated | August 16, 2013 |
Issue
When a user deletes a ticket through the PSA, there is no way for Report Manager to identify the actual status of the ticket. These tickets then inflate the number of remaining open tickets.
Solution
Report Manager 4.2 and later does a stale ticket check every 2 days for tickets remaining open for 30 days or more. Only the 10 oldest tickets are assessed, by default. If these 10 oldest tickets still exist in the PSA, Report Manager updates their status to the status in the PSA. If the check determines that these tickets do not exist in the PSA, Report Manager marks them as deleted.
Contact Technical Support if you would like to modify any of the following:
- the number of days between ticket checks (default = 2)
- the number of stale days before deletion (default = 30)
- the number of tickets checked and updated or deleted (default =10)
Best Practice
Before deleting a ticket in the PSA, close or resolve the ticket. After closing the ticket, wait an hour (at a minimum) to allow for the next ETL before deleting the ticket.