>> Hello people !
>>
>> I have different queues, some of them belong to 'users' group and thus
>> only agents can write to these queues and some which belong to
>> 'customers' group to which both agents and customers can write their
>> tickets via customer.pl.
>>
>> By default customers fall into 'customers' group so they can only write
>> to the queues belonging to that group.
>>
>> The problem is that when a customer writes to one of the queues which
>> belongs to 'customers' group and the ticket is then moved to one of the
>> 'users' group the ticket disappears from 'My Tickets' list and (s)he can
>> no longer see it's status or any other information relating to it.
>> Moreover when one tries to follow a link in an email notify message (one
>> that sent when a message's moved to other queue) to see the ticket e.g.
>> http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204
>> <http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204> OTRS
>> says:

> I am not sure which version you are using, if you have customer group
> support activated, you can just assign the customer users ro privileges
> to these other groups, and they will be able to read these tickets. They
> will not be able to update them unitl the tickets are in a rw queue,
> like customers, but they will be able to see them.