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

Hello Marco, Thanks a lot, it worked for me. I defined customer in "users" group and have limited the queues to only 1st Level as described. Thanks once again. Regards Arpit Gupta From: Sourabh Sarwate To: "User questions and discussions about OTRS." Cc: otrs-bounces@otrs.org Date: 01/11/2010 03:04 PM Subject: Re: [otrs] Problem in Ticket Escalation via Generic Agent Sent by: otrs-bounces@otrs.org 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 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 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." < 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   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 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. 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