Support user recovered his password and all his tickets were unassigned

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01 Jun, 2017 07:56 PM

Hello, today one of our support users had to recover his password and almost all of his tickets were unassigned, how could this happen?

  1. Support Staff 1 Posted by brandi on 01 Jun, 2017 08:42 PM

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    What is the email address of the support staff?

  2. 2 Posted by hernanr on 01 Jun, 2017 08:48 PM

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  3. Support Staff 3 Posted by Courtenay on 01 Jun, 2017 09:40 PM

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    Hi Hernán,
    I still see Ulises with lots of tickets assigned: (if you select all 'open' ticketed and 'closed' checkboxes)

    can you link us to a specific discussion(s) that were unassigned?

  4. 4 Posted by hernanr on 01 Jun, 2017 09:53 PM

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  5. 5 Posted by hernanr on 01 Jun, 2017 09:57 PM

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    PS: This guy has to have more than 200 or 300 tickets, he's been in the company for 7 or 8 months

  6. 6 Posted by hernanr on 05 Jun, 2017 09:34 PM

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    Hello, any updates on this?

  7. 7 Posted by hernanr on 06 Jun, 2017 02:56 PM

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    Hello good morning, is it possible for you to reassign him all the tickets this guy had before he asked to recover his password?

  8. Support Staff 8 Posted by Courtenay on 13 Jun, 2017 12:00 AM

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    HI Hernán, my apologies for the delay in response. I performed some forensics on this and got distracted by some other tasks and never followed up.

    It appears that Ulises' account was either deactivated, disabled or state-changed from support to 'user' (i.e. not support) at some point in the past, and then back to 'support' on May 10 2017. This would have cleared the assignments. I don't have more history on when the state change was done, or by whom, because we don't track that. However, the way we store assignment data internally is with a queue, whose life cycle is linked to user state. So setting a user to support creates the queue, which gives us a timestamp and vice versa, removing support state destroys the queue and its assignments.
    When he requested a password reset on Jun 2, the assignments were already cleared some weeks prior. I will have a developer look in the next day or two and see if we can recreate the assignments by inspecting comment bodies.

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