Hello, James. A customer user is assigned to a group with a set of permissions. A queue is assigned to a group. I.e. customers may post tickets to queues they are assigned to as rw permission via groups. Customers may see the tickets in queues they are assigned as ro or rw permission.
If your agent or generic agent moves a ticket to a queue the customer has no ro assignment at least, the customer loses visibility of the ticket, despite he/she is the creator. This behaviour of OTRS is known and often disputed. So consider it a feature rather than a bug. regards, Anton. 2008/12/16 Bastnagel James - Sterling <james.bastna...@sterlingplans.com> > To Anyone Willing to Help: > > I have recently become the admin of an OTRS 2.3 System. We use LDAP for > Agent & Customer authentication. The issue that I am currently facing is > when a customer logs in to see their current open tickets, they are only > able to see their ticket if it is assigned to one queue--the queue is called > "helpdesk". If the ticket is assigned to any other queue, then the customer > cannot see the ticket in "My Tickets" and if they go directly to the ticket > using link in email, they are faced with a message "No Permission!" While in > my logs, I get the following: > > Tue Dec 16 10:52:44 2008 notice OTRS-CGI-10 Permission denied (UserID: > tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:57 2008 notice > OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue > Dec 16 10:25:42 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser > 'ro' on TicketID: 203)! Tue Dec 16 10:22:06 2008 notice OTRS-CGI-10 > Permission > denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:22:03 2008 > notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: > 203)! Tue Dec 16 10:21:37 2008 notice OTRS-CGI-10 Permission denied > (UserID: tuser 'ro' on TicketID: 203)! > > > What additional information can I provide to help in troubleshooting this? > > Thanks, > > James > > This message is intended only for the addressee and may contain information > that is confidential or privileged. Unauthorized use is strictly prohibited > and may be unlawful. If you are not the intended recipient, or the person > responsible for delivering to the intended recipient, you should not read, > copy, disclose or otherwise use this message, except for the purpose of > delivery to the addressee. If you have received this email in error, please > delete and advise the IT Help Desk at > olympic.help.d...@sterlingplans.comimmediately. > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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