Last updated: 2023-07-04

Source: https://support.freshservice.com/support/solutions/articles/50000006671-missing-tickets-troubleshooting-guide

This article provides a step-by-step guide to address the missing ticket or ticket access issue. If you cannot find a ticket in your Freshservice instance or have issues with accessing a ticket that you should be able to see, follow the troubleshooting steps below to diagnose and resolve the problem effectively.

Check for Restricted Groups:

  • Verify if any restricted groups are present that might be causing the issue.
  • Review the ticket to ensure it is not assigned to any restricted groups.

    • Ticket Type Change:

  • When changing the ticket type from service request to incident, all child tickets associated with it will be dissociated (soft-deleted).
  • If the ticket type is changed from incident to service request, only the parent-child relationship is dissociated, and the child tickets are not deleted.

    • Associated Ticket Removal:

  • If the "Requested for" user of a ticket is deleted forever from the system, the associated ticket is also deleted forever.
  • If the "Requester” user of a ticket is deleted forever from the system, the associated ticket is also deleted forever.

    • Workspace Removal:

  • Deletion of a  workspace from the system will result in the deletion of tickets created in the workspace.

    • If the problem persists or additional assistance is required, please contact our support team for further guidance.

    Please Note:

  • Review the above steps to confirm if the conditions mentioned apply to you before contacting Freshservice support
  • At Freshservice, we maintain logs only for 21 days. Therefore, if the ticket was deleted more than 21 days ago, it might have been purged from our logs.

    • Note:

    If an error occurs while retrieving ticket information via the API, note down the specifics of the error and verify the ticket's existence using the steps mentioned above.