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Can't start a ticket

You're on a ticket detail page and the Start button isn't doing what you expect. Here's the diagnostic flow. For operators triaging a stuck ticket.

Symptom 1 — the button isn't there at all

The Start button is only shown when the ticket is Open. If you see Resolve / Reopen / Move to Open instead, the ticket is already in another state. Check the state chip in the header:

  • In Progress — someone already started working on it. The Move-to-Open button can undo it; the Resolve button advances it.
  • Resolved — the ticket is closed. The Reopen button pulls it back to Open.
  • Open but no buttons — your account doesn't have permission to change ticket state in this organization. Ask whoever administers Neowit for your org.

Symptom 2 — the button is there but a click does nothing

Common causes:

  • The Tickets feature is disabled for the org. Open Settings → Tickets; if the Enable switch is off, ticket changes silently do nothing. Turn it on.
  • The page is stale. Auto-refresh runs every ~30 seconds; if you've been on the page a while and someone else started the ticket in another tab, your click finds the ticket already started and exits quietly. Refresh to see the current state.
  • A network blip. Watch the notification snackbar at the bottom of the page — a red "Failed to update ticket" toast appears when the request can't reach Neowit.

Symptom 3 — "Ticket is currently … and cannot be moved to In Progress" toast

The error toast includes the ticket's current state:

  • "Ticket is currently Resolved and cannot be moved to In Progress" — the ticket got resolved between your page load and the click. Refresh; if you still want it In Progress, Reopen first, then Start.
  • "Ticket is currently In Progress and cannot be moved to In Progress" — shouldn't normally appear (clicking Start on an already-Started ticket exits quietly) but if you see something similar, refresh to see the current state.

These messages exist so two operators clicking at the same time can't put the ticket into an inconsistent state — whoever's request landed second sees the toast and learns where things actually are.

Symptom 4 — the click "works" but the page doesn't update

Two possibilities:

  • The auto-refresh hasn't fired yet. Hard-refresh the page.
  • An external system reverted the state. A workflow's Resolve Ticket action that runs on a schedule, or a misconfigured automation. Check the Activity timeline: if there's a Resolved entry by a Workflow actor (the robot badge) immediately after your Started entry, that's the culprit.

Symptom 5 — clicked Start twice, only one entry on the timeline

That's by design: clicking Start a second time on an already-Started ticket exits quietly without adding another entry. Two clicks, one state change, one timeline entry. See State and transitions.

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