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.
Hi Marek, I think this is a configuration issue. You can use the demo system as a reference and to test this : http://www.otrs.com/en/products/help-desk/online-demo/ But I don't know how to fix your problem. Perhaps the ticket state is wrong or you have duplicate customer records. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de