No worries! I 've found it! I had forgotten to add the agent to the customer group at Active Directory! Regards, G. From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Dimitrakakis Georgios Sent: Friday, September 23, 2016 10:42 AM To: User questions and discussions about OTRS. Subject: [otrs] Agent and User simultaneously Dear all, Is there a way for an agent to login as a customer? I have setup my OTRS to authenticate users (both agents and customers) via Active Directory but although they are listed my agents cannot login through the customer portal. Is there something I can do in order to allow them to login as customers? I would like to have this functionality because it's required my agents to be able to submit tickets to queues on which they are not owners. I can create a new ticket for the "Agent" itself via the Tickets->New Ticket but because it is created on another queue the agent can no longer find it from anywhere but the link that was send to the agent's mailbox. In general what is the best way to handle an agent that must be a user at the same time? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank