Possible queries:

Description of the ticket is empty

Note/Reply seems to be missing completely or incorrect

Description is not rendered properly



Resolution Path:


Description of the ticket is missing or incorrect


Obtain the following details from the customer


  • EML file where the description content is present as expected
  • Occasional agent with global access to view all the tickets
  • Backend ticket ID from the XML view of the ticket
  • Get the ticket creation logs using the following query


                    "" AND "" AND "INSERT INTO"


From the resultant logs, acquire the x-request-ID and search with the request ID again in haystack. From the logs, check for the description received in Parameters


If there is a mismatch in the description in the params received with the description in the UI, then raise an L2 ticket with all the necessary details.


Note/replies content is missing or incorrect


Obtain the following details from the customer


  • EML file where the reply/note content is present as expected
  • Occasional agent with global access to view all the tickets
  • Backend note ID from the XML view of the ticket
  • Get the note addition logs using the following query


                    "" AND "" AND "INSERT INTO"


From the resultant logs, acquire the x-request-ID and search with the request ID again in haystack. From the logs, check for the note content received in Parameters


If there is mismatch in the note content in the params received with the content in the UI, then raise an L2 ticket with all the necessary details.