Support ticket troubleshooting
Goal
Unblock common failures when creating, updating, or closing support tickets.
Who it is for
Clerk, manager, and support admin.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| Cannot open Tickets / Setup | Module off or missing permission | Enable support; need support.view (tickets) or support.admin (setup) |
| 422 priority required | No priority on create and no default | Pick a priority or set Default priority in Support setup → Options |
| Priority SLA required | require_priority_sla and priority has no hours | Add SLA (hours) on the priority or relax the Options flag |
| Contact party mismatch | Contact not for selected customer | Pick a contact belonging to that customer |
| Ticket closed / cannot update | PATCH or assign on Closed | Reopen via allowed status Closed → Open, or send a non-internal reply (service reopen); then edit |
| Status transition not allowed | Jump outside TRANSITIONS | Use an allowed next status (see lifecycle) |
| Cannot delete department/priority/service | Still referenced by tickets | Reassign tickets first; in-use catalogs return 422 |
| Cannot deactivate system status | Tried to deactivate system open/closed | Only relabel/reorder; keep system keys active |
| Macros disabled | Canned responses while macros off | Enable Enable canned responses (macros) under Options |
| IMAP import disabled / no tickets from mail | Flag off or unknown sender | Enable IMAP import; only known CRM contacts create tickets |
| No departments / priorities in form | Catalogs empty | Create them under Support setup |