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Why are there Orphaned Tickets (tickets appearing under other machine groups or organizations)? - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>KB#: </strong>KKB000256</p> <p><strong>QUESTION</strong></p> <p>When I filter by a certain group, it shows tickets from other groups as well. The machine or group appears in red, sometimes with a "?" in place of a machine name, and the tickets are visible regardless of the group filter.</p> <p> </p> <p><strong>ANSWER</strong></p> <p>When this occurs, this specifies that they have "orphaned tickets". Orphaned tickets occur when customer deletes a group/org/machine ID that is associated with tickets. The ticket will no longer be associated to anything, so since it can no longer be filtered by their own group/org/machine ID, they will appear when filtering by any other existing group/org. You can identify an orphaned ticket by going to the Ticketing tab > View Summary page. The ticket association will appear in red:</p> <p><img src="/attachments/token/vcbszfljtcvyjex/?name=screenshot_png-550x0.png" alt="screenshot_png-550x0.png" class="embedImage-img importedEmbed-img"></img></p> <p>Customers have the following options to correct this issue:</p> <p>1. Delete all orphaned tickets<br>2. Re-associate them with an existing machine group/org/ID<br>3. Create a new org and call it for example, Orphaned Tickets, then associate all orphaned tickets with it</p> <p> </p> <p><strong>APPLIES TO</strong></p> <p>All Kaseya VSA Versions</p> </article> </main>