Troubleshooting - Unable to open a ticket

Author: Michelle McCausland

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. 

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

SELECT id, summary, create_date, closed_date, visibility, parent_id 
FROM ticketer.ticket 
WHERE visibility NOT IN (SELECT name FROM ticketer.visibility);

Note: As of the time of writing - 18th May 2017, IDMS-1129 was created to prevent this issue from occurring. (RESOLVED)

An audit report exists to show results for this issue - SUPPORT-412 (RESOLVED)