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 > > =====-----=====-----===== > Notice: The information contained in this e-mail > message and/or attachments to it may contain > confidential or privileged information. If you are > not the intended recipient, any dissemination, use, > review, distribution, printing or copying of the > information contained in this e-mail message > and/or attachments to it are strictly prohibited. If > you have received this communication in error, > please notify us by reply e-mail or telephone and > immediately and permanently delete the message > and any attachments. 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