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

This message is intended only for the addressee and may contain information that is confidential or privileged. Unauthorized use is strictly prohibited and may be unlawful. If you are not the intended recipient, or the person responsible for delivering to the intended recipient, you should not read, copy, disclose or otherwise use this message, except for the purpose of delivery to the addressee. If you have received this email in error, please delete and advise the IT Help Desk at olympic.help.desk@sterlingplans.com immediately.