Where are the tickets coming from?

[Mark Van Loock]

Hi,

Every six months our system creates a change ticket. It's incomplete, missing a workflow, it's set to a change type that we don't use. It's all wrong. I can't find what is creating it. I believe it to be automated since the time it is raised is a nice round number. It might be an API, I can't see any record producers, can't see any email rules.

Does anyone have any tips on how I can track down what actually created it - anything I'm missing in the ticket? It says it was raised by "system".

The ticket is now about a week old so I fear system logs may have been overwritten, if there is anything noteworthy in them.

Thanks,

Mark.

[James Schwab]

Hi Mark, 

Have you tried seeing if you have any Scheduled Jobs running every 6 months that could be causing this?

[Uncle Rob]

Record Producers and Email Rules are just two tools in a giant workshop....
Any other object could have created it:
- Business Rules
- Script Includes
- Scheduled Jobs (both scheduled scripts AND scheduled record creations)
- Legacy Workflow and Flow
- Script Actions (though probably very unlikely)
- Any number of pull/push integrations.

Here's the good news:

it's set to a change type that we don't use

---

So we go to all those other objects and search where script contains that type value.

[Mark Van Loock]

Thank you. I was hoping there might be pointers around the ticket itself, but that's a good list of places to check. I'll continue to dig and report back.