
Hi Marco,
I dont think so its a proper solution. because if we limit the user for one
queue it will fix the problem not show all the queue.. but if a ticket move
in a queue which is associated with a group for which customer is not
having access, the ticket for sure will despairer from customer interface.
I think both the things are not related to each other, might be its a bug or
if you have any suggestion so please guide us.
Regards
Sourabh Sarwate
On Mon, Jan 11, 2010 at 2:28 PM, Marco Vannini
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
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
To: "User questions and discussions about OTRS."
Date: 01/11/2010 01:59 PM
Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent
Sent by: otrs-bounces@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
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
To: "User questions and discussions about OTRS."
Cc: "User questions and discussions about OTRS."
, 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
To: "User questions and discussions about OTRS."
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
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
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
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. Thank you
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
=====-----=====-----===== 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. Thank you
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
=====-----=====-----===== 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. Thank you
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
=====-----=====-----===== 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. Thank you
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
=====-----=====-----===== 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. Thank you
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
--------------------------------------------------------------------- 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
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
--