If I grant the Customers' user group RO access to a queue/group, the ticket does not show up in "My Tickets" still, but if I give them RW, the ticket shows up, but they are unable to open it. I know my config has to be odd somewhere. Is there an example sysconfig that has this set up correctly that I can compare mine to?
 
Thank you So Much.
 
James

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Anton Gubar'kov
Sent: Wednesday, December 17, 2008 12:23 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer User Management

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.Bastnagel@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

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