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 <arpit2.g@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 <arpit2.g@tcs.com>

 To:         "User questions and discussions about OTRS." <otrs@otrs.org>

 Cc:         "User questions and discussions about OTRS." <otrs@otrs.org>, otrs-bounces@otrs.org

 Date:       01/11/2010 10:12 AM

 Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent

 Sent by:    otrs-bounces@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.vannini@gmail.com>


 To:         "User questions and discussions about OTRS." <otrs@otrs.org>


 Cc:         otrs-bounces@otrs.org


 Date:       01/08/2010 04:30 PM


 Subject:    Re: [otrs] Problem in Ticket Escalation via Generic Agent


 Sent by:    otrs-bounces@otrs.org







ops... sorry... not read or not well interpeted. no idea... bug ?



On Fri, Jan 8, 2010 at 11:28 AM, Arpit2 G <arpit2.g@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.vannini@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-bounces@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 <arpit2.g@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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