1

Hi,

We imported all our tickets into the new cloud hosted version from the desktop version.

From the “tech” tickets portal, it seems all the tickets have been migrated successfully, however the when users log onto the portal to view and submit their tickets, their previous tickets do not show up. It looks like they were not assigned to them?

5 Spice ups
2

Hi @reyaanuys ​,

Do you think maybe some setting on the user end? This article here shows you how to update ticket information (phased migration) and can fix the problem.

Hope it helps :slight_smile:

1 Spice up
3

hi @lloyd1 ​,

I actually used that article to do the migration, I did a cut off and migration of all the tickets, so no phased approach required.

I did a test a week prior to see if the tickets were imported but never tested as an end user, so I can’t say that it was doing the same then.

The portal did open to create tickets and the imported tickets were availbe to be seen by the techs and correctly assigned to them.

So the issue is that users who were previously on the portal got migrated onto the new portal, I can see them on the settings page, but their historic tickets have not been linked to them

4

I think there are people more prepared than me on this topic. However, I’m still thinking it can be some settings or attribution that are missing.

I was reading this article https://community.spiceworks.com/support/help-desk-cloud-edition/docs/customize-and-work that can clarify a bit the situation.

Sorry I couldn’t help further :frowning: Hope you fix it asap!

Cheers

5

tried all of these, looked through all the attributes, none seems to have any action which would link users. The issue is now also that they cannot open an old ticket that was closed before.

Is there somebody we can tag who could be able to assist?

6

Really need some assitance on this please @the-spiceworks-team ​