Recently we have noticed that when creating a new Trouble Ticket in OptiGold and assigning it to a specific employee, occasionally, a random closed trouble ticket will open. These tickets are never related to the account we are working on. The only similarity we can detect is that all of the tickets that are popping up were previously assigned to someone else and are currently closed.
Is it something you are able to replicate? When assigning a trouble ticket to someone, the status (closed/open) is never touched, even for the ticket being transferred, so I can't think of any possibility of why that would happen.
Shawn, We can't seem to replicate the problem. It's totaly random. I'll continue to search for something that resembles a pattern. Scott