ServiceDesk

We get several ticket 'exceptions' a day now, mostly related to database timeouts.  Most of the time when this happens we are able to 'return to process' and they go on their merry way.

However, not all do this and are 'stuck' in an exception status.

Example today, is that a title is over 200 characters so it wont continue on thru the process.  It is NOT in the incident management tables, so it cant be edited.. Where are these 'tickets' stored before they are put into the tables so i can go and change the title, then try to resubmit to the process, or even just totally delete it?

I have several more that are not in exception but are 'dead' with no ability to edit them in the GUI. Looking in the incident management table returns no results, even tho they have an IM-#...

Or is there a GUI workflow that exists for this sort of issue that im not seeing?

We're having a similar problem here but Exception only occurs when the techs create a subtask in IM. The 'Assigned To' field becomes blank even though the IM was assigned to a support team while creating the subtask. However, the assignee does get the email notification that a ticket has been assigned to them.

My co-worker opened a ticket with Symantec 2 days ago but hasn't heard back yet.

I don't have details since Symantec fixed mine for me while doing other things but there is a KB somewhere about issues with sub tasks causing race conditions in MR2, so there could be more.

Just today i found 2 tickets with the same processID!?!?   wth?

Talk about unreliable data.