We have just launched a new service desk portal and when tickets are entered via the portal the numbers keep jumping up i.e. from 62 to 93. I have seen other questions relating to this happening when using the email to raise feature but not when entering straight on the portal.
could you verify if the actual issue list shows a gap? you could for example use this JQL to show all issues in the project, sort by key and observe if issues exist for say 63....92.
can you please confirm the filter that was used for this search? was it just "project = CSD" or were there any other parameters, e.g. "and resolution is empty" or similar?
Also, please do the following:
perform a search for CSD-94 - click the magnifying glass on the left sidebar and enter "CSD-94". Is that issue found in the search?
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you have some automation/scripting doing something weird like creating and deleting issues --> please have the project admin investigate the possibility
you have some addon that is causing a conflict --> please have a system admin check this out
is this a classic or Next-gen JSD project? you can tell by looking that the bottom left hand corner when you are on the project page. NG will show "your in a next gen project"
are any other project exhibiting this?
does this only happen when using the portal? do you have the email channel setup to be able to create issues?
is this repeatable? if so under what circumstances? certain Request Type or Issuetypes? certain fields/values? certain customers? etc.
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you have some automation/scripting doing something weird like creating and deleting issues --> please have the project admin investigate the possibility - We have an aumtomation setup that when a certain ticket type is raised an email is automatically sent and the ticket closed. This is set to disabled at present
you have some addon that is causing a conflict --> please have a system admin check this out - dont think we have any addons setup
is this a classic or Next-gen JSD project? you can tell by looking that the bottom left hand corner when you are on the project page. NG will show "your in a next gen project" - It is a classic IT service desk
are any other project exhibiting this? - havent seen this is any othe rprojects but this is the only service desk one live. but this hasnt been an issue on the test service desk project.
does this only happen when using the portal? do you have the email channel setup to be able to create issues? - Email channel hasnt been published to customers yet
is this repeatable? if so under what circumstances? certain Request Type or Issuetypes? certain fields/values? certain customers? etc. - I havent tested but its been like it since going live. Customers are raising different ticket types and it is a problem across them all
Thanks
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