AH> Marek Hall wrote :
I'm not quite sure if this is a matter of configuration or is it the way that OTRS works. Would someone please help me to understand or fix this issue: - when an agent created a ticket on behalf of end user (by an option " phone ticket") ticket is available only for support teams, but user cannot see it when logged to customer interface.
AH> Hi Marek, AH> I think this is a configuration issue. You can use the demo system as a AH> reference and to test this : AH> http://www.otrs.com/en/products/help-desk/online-demo/ AH> But I don't know how to fix your problem. Perhaps the ticket state is AH> wrong or you have duplicate customer records. AH> Regards AH> Alexander Thank you very much, Alexander! I've spent some time trying to find any option in configuration which is responsible for this, but with no luck :( Has anyone an idea where could it be? Regards Marek