Thanks so much - that was a great idea and it worked (to change to open and
then to close). I didn’t run the previous query
which was responsible for closing them all in an escalated state - and the
person who did has moved on. I wouldn’t have
dared.
Thanks again!
what kind of query did you run? It sounds like you ran it directly in the
SQL tables. If that's the case, the tickets are left with an escalation
date.
If you want to be "safe", you might consider (just as a thought) to use
Generic Agent to open those tickets then use Generic Agent to close them
a
Hi Gerald and anybody else who wants to offer a solution -
I am continuing this thread here since the subject is more specific to the
problem.
I found that the closed tickets in escalation are not locked, however I found
they are all related
to a an issue months ago when we had a problem with
