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.
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.
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.
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.