Nothing in the history indicating why the status changes?
Nope, that was the first place I looked. No business rules were fired to trigger a status change. The weird part is it adds a resolution note (added by her, which isn't an accessible field to her) that is the exact same on every ticket she submits. I've had her try selecting different categories and it happens for every ticket no matter the selection.
So if nothing is changing the status, the ticket is being created as closed status.
Check their roles? Maybe they're in a role that only has access to the closed status for some reason?
Do you have workflows set up? If so, do you have any workflows that go from Start to closed? That could narrow it down to a specific workflow.
Unless you need to have ticket closed on creation, maybe disallow that from happening in the customer role to see if that changes anything.
This is a weird one for sure.
Tracy Stram wrote:
When a specific customer submits a new ticket, it immediately changes the status to closed after she submits it. This is only happening to 1 person. Any ideas?
Wow, wish I had that feature for some customers in my past!
Just teasing... that would be frustrating.
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The fact that the ticket has a Resolution Note populated and it is the same every time makes it sound like the user is creating the ticket by using a quick template. She may not be telling you she is doing that. If possible, I would suggest having her do a screen share and seeing exactly what she is doing.
I figured this out. The quick template was screwed up.