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--- onboarding:ticketer:troubleshooting_-_unable_to_open_a_ticket [2017/05/18 11:50] – mmcc
+++ onboarding:ticketer:troubleshooting_-_unable_to_open_a_ticket [2021/06/25 10:09] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
+====== Troubleshooting - Unable to open a ticket ======
+Author: Michelle McCausland
+===== Example Customer Request =====
+<code>Support, I am unable to open up ticket # 300484. Myself and my team are getting the “you may not view Ticket # 300484 due to Visibility restrictions”.
+I have attached a screenshot of it to the email. </code>
+{{ :onboarding:ticketer:ticket_visibility_restrictions.png?nolink |}}
+----
+===== Solution =====
+This visibility error occurs when a ticket is assigned to a visibility that no longer exists.
+It is necessary to check the ticket in the database and update it to a similar visibility or if one is not apparent to ask the customer to which visibility it should belong.
+**Query to retrieve tickets associated with deleted visibilities**
+//For reference only - should reviewed before use//
+<code>SELECT id, summary, create_date, closed_date, visibility, parent_id
+FROM ticketer.ticket
+WHERE visibility NOT IN (SELECT name FROM ticketer.visibility);</code>
+**Note:** As of the time of writing - 18th May 2017, [[https://errigal.atlassian.net/browse/IDMS-1129|IDMS-1129]] was created to prevent this issue from occurring. (RESOLVED)
+An audit report exists to show results for this issue - [[https://errigal.atlassian.net/browse/SUPPORT-412|SUPPORT-412]] (RESOLVED)

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