When clicking the Retrieve Queued Incident button, a message comes up stating, "Currently there are no incidents assigned to queue queue_name," even though there are incidents in the queue.
A validation rule is halting the retrieval. When retrieving a queued incident, the assignee is changed and saved. Any validation rule that fires during this will halt the retrieval and the Helpdesk will erroneously state that there are no incidents in the queue.
Determine which validation rule or rules are causing the save to fail and correct the conditions appropriately so that it will not prevent the retrieval.
Applies To Helpdesk 6.0.297
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