Finlay.worksBareBones Ticketing manual

Reference

Troubleshooting

Symptoms, their likely cause, and what to do — everyday problems first, then administrator problems.

RC2 approved for evaluation Status: release-candidate Audience: All manual readers Source: c4b4d41

Troubleshooting

Find your symptom in the first table. If you administer BareBones Ticketing, use the second table as well.

Everyday problems

You do not need administrator access for anything in this table. Several rows end by telling your administrator something specific — quoting that sentence to them saves time.

Symptom Likely cause What to do
You cannot sign in, and the password is right The account is locked, disabled, or not yet created. Repeated attempts can also trigger a temporary block. Stop trying. Each further attempt can extend the block. Note the time and the exact message, then ask your administrator to check the account and any lockout.
You cannot sign in, and it says too many attempts A rate limit after repeated failures. Wait. Do not retry in a loop or leave a script running. Ask your administrator when the block clears.
A ticket you expected is not in your list You are not named on it, or it is in a department you cannot see. Ask the person who raised it to add you as a watcher or participant, or ask your administrator for access to that department.
Your queue shows fewer tickets than you expected A filter or saved view is limiting it, or the list is showing its first 250 rows. Access can also be narrower than you assume. Clear the filters and check the saved view you are using. If it is still short, the missing tickets are in a department you cannot see — ask your administrator.
The product says a page is not available You reached a page your access does not include. Customer Area visitors are limited to a short list of pages. Go back to your ticket list or the service catalogue. If you need that page for your job, ask your administrator for the access, rather than a link.
You cannot attach a file The file is too large, or the ticket is in a state that does not accept changes from you. Check the size limit shown on the screen. If the ticket is closed or you are only a watcher, ask the ticket's owner to attach it.
A file you attached is not visible to an outside participant Attachments are internal unless marked safe for external viewing. Ask the ticket owner to mark it as external-safe, if the content is suitable for someone outside the organization.
Nobody was assigned when your ticket was created No routing rule matched, or the rule pointed at a role nobody is filling. The ticket is not lost. Tell your administrator that the ticket was created without an owner, and give them the ticket reference.
You were expecting an email and did not get one Mail delivery is misconfigured, or the message was filtered. Check your junk folder first. Then tell your administrator that ticket notification mail is not arriving.
You replied to a notification email and nothing happened Replying by email does not add a comment. This release has no reply-by-email at all, and it is not something your administrator can switch on. Open the ticket and add your comment there. Nobody read the reply, so say anything that mattered in the ticket.
The product says it is blocked for licensing reasons The installation's licence is not in order. Nothing you do will clear it. Tell your administrator that the product is blocking changes for licensing reasons.
An approval you need is not in your list You were not named as the approver for that specific request. Ask the person who set up the approval to name you on it. Being an administrator does not put approvals in your list.
A comment or field you could see before is now hidden The information was redacted. This is deliberate. If you need the original for your work, ask your administrator to start a reveal request. It needs two people to approve.

Administrator and operator problems

Symptom Likely cause What to do
Setup says it is already completed Setup is available only while no active System Administrator exists. One has been created. Sign in as that administrator. If nobody knows the credentials, recovery is a database-level task — do not re-run setup or clear records to get back into it.
The application will not start, and the log names schema or database authority The database schema does not match what the application expects, or the runtime database user does not have the rights the application checks for at startup. Do not grant the runtime user broad rights to make the error go away — the check exists to keep audit history append-only. Confirm you are running the version the schema belongs to. If the version is right, escalate; do not hand-edit the schema.
The application will not start, and the log names configuration A required setting is missing, or the protected settings cannot be read back. Check whether the data-protection key ring is present and readable. If it was lost, protected settings must be re-entered; they cannot be recovered.
The licence is not active Any of the seven non-active enforcement states. Open Product License and read the state. Each state has one next action — see Licence states. Do not clear or rotate the installation identity to work around it.
Product use is blocked although the licence shows Active An active licence is one of four gates. A stored key, activation proof, and the worker count are checked separately. Read the block reason on the same screen. InstallationNotActivated means the activation proof is missing or over 30 days old — run a heartbeat. WorkerLimitExceeded means reduce workers.
Worker limit reached More active internal users have administrator reach or department access than the licence allows. Count the workers: users with an active SystemAdmin grant, or active access to an enabled department. Requester-only users and external participants do not count. Disable the accounts you do not need, or raise the licence. Grace does not help here — an over-limit installation cannot enter or resume grace.
An assignment-source bulk run applied to only some of the selected tickets Those run one ticket at a time. Some failed their check, or the operation only ever applies to some outcomes. Read the result list; it names which tickets changed. Project-linked bulk routing sets owner and watcher only, needs one eligible owner, and re-checks department access per ticket. Re-run a fresh preview after fixing the cause.
An owner, watcher, or participant bulk run reported nothing changed Those apply as one unit. A failure part-way through leaves the whole selection unchanged, rather than a partial result. Read the reported reason and fix it, then apply again. Re-applying is safe here — the failed apply changed nothing. See Bulk Operations.
An import finished partially A row failed, most often because an email address matched no active user, or matched more than one. There is no automatic undo. Open the import's ledger and reconciliation report — that is the record of what was created. Fix the source rows and import only the remainder.
Import preflight says Ready but the import fails Ready means preflight found no blocking finding of any kind — but preflight does not check that identity values resolve to real, active, unique users. That resolution happens only when the import applies. Correct the identity values in the source file. See Import fields.
Mail is not delivered SMTP settings, credentials, TLS, or the sending address are wrong, or the recipient's server rejected the message. Send a test from Mail Delivery and read the returned error. Check the audit history for mail delivery events. Confirm the from-address is one your mail server accepts.
An attachment is missing after a restore The database and the attachment folder were backed up at different times, or the attachment path changed. Attachments live outside the database. Restore the attachment folder from the same point in time as the database. Changing the configured path does not move existing files — you move them.
A ticket linked to a project did not get reassigned Linking does not route an existing ticket. Use Agent Queue → Bulk operations → Project-linked role routing → Preview outcomes → Apply changes, or wait for a status change that triggers routing.
Routing found no owner although the department has one configured The ticket's service has at least one active routing row, so the whole service set is used and every department fallback row is ignored — even if the service rows only name watchers. Add the owner rule to the service, or remove every active routing row from the service so the department rules apply. There is no row-by-row fallback.
Routing used a project that was turned off Deactivating a project does not unlink its tickets. Clear the ticket-project link if it is no longer correct, then re-run routing.
An expected audit event is not in the results The filter, time window, or scope is too narrow — or that action does not produce an event. Widen the time window and check the exact action name in Audit events. Absence in one search does not prove the action never happened.
An audit export covers far more than expected The scope was not narrowed before exporting. Do not export. Narrow the scope and re-apply it first.
A reveal request cannot be approved Reveal needs a second, eligible approver, with step-up. Name an eligible second approver. There is no self-approval and no single-person path.
A Customer Area handoff is refused The signed handoff failed a check: the connection is disabled, the address or issuer does not match, the assertion is older than five minutes, the nonce was reused, or the visitor is not entitled. Stop retrying — each retry produces the same result. Check the integration settings against the provider. Do not record the payload, signature, nonce, or any token while diagnosing.
The Customer Area shows no services Services are hidden from customers by default, or use a field customers cannot fill in. Check the tenant's Customer Requester default and each service's Inherit/Show/Hide setting. A service is also unavailable if it requires a project reference or a user picker.
The instruction says Admin → System Diagnostics and there is no such menu That instruction is out of date. The menu is Settings. Use its System Diagnostics card, which appears after step-up, or go to /admin/system directly if you are already signed in as an administrator.
A secret or customer record has reached a log or a document Ordinary diagnostics captured more than intended. Stop copying it. Use your organization's process for private-data incidents. Do not paste it into a ticket to report it.