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[TimPSNC]

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I changed a staff member to admin and then back again to test something. Since then, when running a tickets by user report, Hesk isn't counting tickets completed before I changed her, and only counts them since. Is there anyway of getting them back?

[Klemen]

I'm afraid not, because tickets that were assigned to her and she didn't have access to anymore (for example proper categories were not selected when changing back to staff) were changed to unassigned.

When modifying a user HESK will remove the user (unassign) from any tickets that the user doesn't have access to after modifying permissions.

[Klemen]

On the second though, it may be possible with a trick.

Try this:

1. BACKUP your database

2. find ID number of the user you are having problems with (in table hesk_users)

3. execute this SQL code in phpMyAdmin:
--> 3.1 change the red 1 to the staff ID - needs to be done twice
--> 3.2 change "hesk_" table prefix (twice) if you are using another prefix

UPDATE `hesk_tickets` SET `owner` = 1 WHERE `owner` = 0 AND `id` IN (SELECT DISTINCT (`replyto`) FROM `hesk_replies` WHERE `staffid`=1);

What this will do is search for tickets owner with ID 1 has replied to. If the ticket is already assigned to someone it will ignore it, if the ticket is unassigned it will assign it to the user.

So while not a perfect solution, it will assign any unassigned ticket that the user has responded to to him/her.

[TimPSNC]

Thanks, that worked perfectly

Tim