Category set but not set

[Mark (ESC)]

We noticed on some calls the BPM is failing to automatically close calls after five days of being resolved.

On closer inspection all these calls have the same issue, the category tag is green indicating that the category was not set.
But category selection is mandatory when creating a ticket from Raise New, and a downward arrow in the image below would indicate the category has already been chosen.

Affecting about one call in fifty. 

 

[James Ainsworth]

Hi @Mark (ESC)

When the icon for category is green, this indicates that it is set. The enabled "Remove" button also suggests that the category has been set.  You should also see the applied category under the Information panel on the right hand side.  Is this blank when you are seeing the green category icon?

 

[Steve Giller]

@Mark (ESC) Have you made any alterations to your Categories recently?

The combination of the icon being green (indicating a set category) and there being no subcategories despite there being a dropdown arrow makes me wonder if it's set to a value that you've since altered/deleted.

[Mark (ESC)]

@Steve Giller & @James Ainsworth

Thanks for helping.

Issues does look to be the categories were moved or deleted between the ticket being resolved and the ticket being closed.

Been watching the resolved tickets close successfully by the BPM since I posted the issue, and all has been fine.

Thanks for your help