topic Re: Is the support system down? I also no longer see past tickets or new tickets in _Ask A Question for Item Management (IM)

Is the support system down? I also no longer see past tickets or new tickets

JRB — Fri, 05 Sep 2025 15:52:17 GMT

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Fri, 05 Sep 2025 16:35:32 GMT

Hello @JRB, and thank you for reaching out via the customer community. No, the system is not down. You can create tickets in the Community, but I agree, users are not seeing historical tickets as expected. I just asked our team to take a look and get back to me. I apologize for any inconvenience.

Re: Is the support system down? I also no longer see past tickets or new tickets

JRB — Fri, 05 Sep 2025 19:20:58 GMT

Thank you, I do not see a new one I logged when I asked my question or have had any response to it.

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Fri, 05 Sep 2025 19:23:33 GMT

Thank you for the follow-up, @JRB We are making some updates to the Community JIRA interface, and I believe this temporary issue is related. I escalated on our end and will let you know once resolved.

I can confirm that tickets created in the community are correctly opening in JIRA, you just don't see them at the moment in the GUI.

Re: Is the support system down? I also no longer see past tickets or new tickets

JRB — Tue, 09 Sep 2025 19:28:54 GMT

Any ETA on a fix for this?

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Tue, 09 Sep 2025 19:32:28 GMT

Hello @JRB, and thank you for following up. Unfortunately, no, I do not yet have an update on this issue impacting you, seeing historical tickets in the portal. Our developers are working to resolve this, and I will continue to monitor and ask for completion.

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Wed, 10 Sep 2025 12:49:16 GMT

Hello @JRB and everyone else watching this conversation. I have an afternoon meeting with our tech group to discuss the status of teh issue and when it can be resolved. I once again apologize and will provide more updates as soon as I have them. Thank you for your continued patience.

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Thu, 18 Sep 2025 17:53:49 GMT

Hello, everyone. I met with our technical teams, and they are working to resolve this issue. I am optimistic it will be soon and will post here as I have any more updates.

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Fri, 19 Sep 2025 19:46:09 GMT

Hello, we are working to add the fix this weekend and will advise once complete.

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Thu, 02 Oct 2025 13:50:13 GMT

Hello, this issue is still being worked on by engineers, and we are hoping to resolve it soon. You can still open your tickets in the Community, but you cannot see them once created. I apologize for the delay and will update you as we have more.

Re: Is the support system down? I also no longer see past tickets or new tickets

CommunityJedi22 — Mon, 13 Oct 2025 15:24:26 GMT

Hello, we implemented the fix, and you can now see your historical tickets in the Community. Thank you for your patience as we worked to resolve this issue.