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onboarding:ticketer:troubleshooting_-_old_pm_that_was_supposed_to_be_closed
Table of Contents
Troubleshooting - Old PM that was supposed to be closed
Author: Michelle McCausland
Example Customer Request
Example ticket CCSUPPORT-1399
Support, Please see the PM list. It includes PM ticket 823721, which was supposed to be closed sometime during Q1 after the final PM schedule was provided. Thanks.
Solution
I took a quick look at the status history, and it looks like Dan Williams simply re-opened this ticket, probably on accident:
mysql> select * from ticket_status where ticket_id=823721;
| id | version | status | status_by_id | status_date | ticket_id | escalate_level | escalate_date | automatically_updated |
| 2799505 | 1 | PM Required | 2 | 2014-12-05 15:27:18 | 823721 | 1 | 2014-12-05 15:27:18 | |
| 2799507 | 0 | PM Completed | 252 | 2014-12-05 15:27:55 | 823721 | 1 | 2014-12-05 15:27:55 | |
| 3124831 | 0 | PM Required | 252 | 2015-05-12 11:25:46 | 823721 | 1 | 2015-05-12 11:25:46 | |
| 3134548 | 0 | PM Closed - Pushed into next PM cycle | 1 | 2015-05-18 09:03:13 | 823721 | 1 | 2015-05-18 09:03:13 |
4 rows in set (0.00 sec)
mysql> select id, login from user where id=252;
| id | login |
| 252 | dwilliams |
1 row in set (0.00 sec)
It never went into 'Pushed to Next PM Cycle', because it was actually closed when CCSUPPORT-1334 was completed.
onboarding/ticketer/troubleshooting_-_old_pm_that_was_supposed_to_be_closed.txt · Last modified: 2021/06/25 10:09 (external edit)
