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 <marco.vannini@gmail.com> wrote:
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 <arpit2.g@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 <sourabh2783@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-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 <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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