Rachid, Is the user/customer part of a 'group' that entitled to see cases in the Queue the case ends up? Sounds like customer can't see the queue. In [Queue] config, check the group belonging to it. Then check [Customer Users <-> Groups] to see if the customer has access. Further more, when you open the case in OTRS, does the Customer account and e-mail show up on the right side of the screen? gr, Frans
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rachid Zarouali Sent: vrijdag 24 april 2009 17:56 To: otrs@otrs.org Subject: [otrs] customer can't see their ticket using the customer interface
hy all,
i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.
anyone have a clue ?
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