try to read this

http://www.mail-archive.com/otrs@otrs.org/msg28939.html

MV

On Mon, Jan 11, 2010 at 9:53 AM, Arpit2 G <arpit...@tcs.com> wrote:

> Hi Sourabh,
> Thanks for the answers, Yes that was the issue :) But now i have a
> question. Actually in my scenario I want customers should be able to see
> only 1st Level queue while creating a ticket,  but when i include customers
> under "users" group, all the queues are coming in "To" field . Do you have
> any idea on this.
> Regards
> Arpit Gupta
>
>
>
>  From:       Sourabh Sarwate <sourabh2...@gmail.com>
>
>  To:         "User questions and discussions about OTRS." <otrs@otrs.org>
>
>  Date:       01/11/2010 01:59 PM
>
>  Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent
>
>  Sent by:    otrs-boun...@otrs.org
>
>
>
>
>
>
> Hi Arpit
>
> I think its issue with the mapping. As you are aware that we can map
> customer and groups , and each group can contain multiple queue, so if the
> ticket get escalated in a queue which is associated with a group for which
> customer is not having access, customer will not be able to see the ticket
> from customer interface.
>
> In your case is it possible to map the customer to user group ?? or try to
> give the access to required group for the customer . Hope it it will solve
> your  problem.
>
>
> Regards
> Sourabh Sarwate
>
> tOn Mon, Jan 11, 2010 at 12:03 PM, Arpit2 G <arpit...@tcs.com> wrote:
>  Hello,
>  I noticed one more thing, even when agent moves the ticket to another
>  queue, that ticket goes from "My Tickets" section of customer interface.
>  I
>  guess i have done something  wrong.Please guide me.
>
>  Regards
>  A G
>
>
>
>   From:       Arpit2 G <arpit...@tcs.com>
>
>   To:         "User questions and discussions about OTRS." <otrs@otrs.org>
>
>   Cc:         "User questions and discussions about OTRS." <otrs@otrs.org
>  >, otrs-boun...@otrs.org
>
>   Date:       01/11/2010 10:12 AM
>
>   Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent
>
>   Sent by:    otrs-boun...@otrs.org
>
>
>
>
>
>
>  Hello,
>  Can anyone guide me why this is happening, is it really a bug?? OTRS
>  people
>  please reply.
>
>  Regards
>  AG
>
>
>   From:       Marco Vannini <marco.vann...@gmail.com>
>
>
>   To:         "User questions and discussions about OTRS." <otrs@otrs.org>
>
>
>   Cc:         otrs-boun...@otrs.org
>
>
>   Date:       01/08/2010 04:30 PM
>
>
>   Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent
>
>
>   Sent by:    otrs-boun...@otrs.org
>
>
>
>
>
>
>
>  ops... sorry... not read or not well interpeted. no idea... bug ?
>
>
>
>  On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G <arpit...@tcs.com> wrote:
>   Hello Marco,
>   I enabled that view now i can see "Escalation view" in agent interface
>   but
>   My question was regarding Customer-Interface i.e.
>
>
> http://X.X.X.X/otrs/customer.pl?Action=CustomerTicketOverView&Type=MyTickets
>
>
>
>
>   As soon as ticket got escalated the ticket is no more in "My Ticket"
>   List.
>
>   Regards
>   Arpit Gupta
>
>
>
>
>    From:       Marco Vannini <marco.vann...@gmail.com>
>
>    To:         "User questions and discussions about OTRS." <otrs@otrs.org
>  >
>
>    Date:       01/08/2010 03:39 PM
>
>    Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent
>
>    Sent by:    otrs-boun...@otrs.org
>
>
>
>
>
>
>   Hi,
>
>   enabling this button ?
>
>   Frontend::Module###AgentTicketEscalationView:
>   Frontend module registration for the AgentTicketEscalationView object in
>   the agent interface.
>
>
>   MV
>
>
>   On Fri, Jan 8, 2010 at 11:02 AM, Arpit2 G <arpit...@tcs.com> wrote:
>
>    Hello Everyone,
>    I am trying to use generic agent via web-interface for escalating
>  ticket
>    from 1st level queue to 2nd level. Tickets are getting escalated but I
>   am
>    facing one issue here.
>    After the ticket has been escalated, that ticket is no more visible in
>    "My
>    Tickets" section of Customer web-interface. Can anybody please guide me
>    what is the mistake here.
>    Thanks in advance
>    Regards
>    Arpit Gupta
>
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