It’s not the “show closed tickets” option by any chance, is it?  I think by default it hides anything closed.

As a test of what may be going wrong, log in as a customer and create a ticket and then check out what the ticket looks like in your agent frontend for any obvious differences.

James.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Garren McKelvey
Sent: Tuesday, 9 February 2010 3:59 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

Thanks for letting me know about the default.  I’ll make sure to turn it off before we let customers in.

In the meantime, I checked one of my test customers and made sure that the customerID was there and that tickets agents make would pull up the ID.  So for example, testcustomer1 has an ID of tst and all tickets open and closed have that in their name.  However, when I log in as testcustomer1 it still doesn’t show any tickets the agents made.  Maybe I have a setting turned off? 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Morgan
Sent: Sunday, February 07, 2010 3:24 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

Very easy mistake to make!

By default the customer interface will allow customers to create tickets, fyi.

The customer interface allows a customer to login and see tickets they have created, and tickets their company has created.  For this to work you need to set the CustomerID on their account, and make sure that tickets being created have the correct User and Customer ID.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Garren McKelvey
Sent: Saturday, 6 February 2010 9:08 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

Now that I feel stupid, I’m going to ask another dumb question.

I logged in as a customer, but maybe I don’t understand how customer login works.  My boss wants the customers to be able to see all open and closed tickets assigned to them.  We don’t plan to let customers make their own tickets, our agents will make them all.  But when I log in as a customer I know has open tickets it shows as 0 tickets.  What should I do?

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Morgan
Sent: Thursday, February 04, 2010 5:16 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer Logins

Are you trying to log in via the Agent interface rather than the Customer interface by any chance?

http://your-domain/otrs/customer.pl

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Garren McKelvey
Sent: Friday, 5 February 2010 11:13 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Customer Logins

I know I’m going to feel stupid asking this….

I’m having an issue with customer user logins.  I have made user accounts for all of my company’s customers so they can view their tickets.  But when I go to the login page none of the customer user accounts I created work.  It says I have an invalid username/password.  I’ve checked to make sure I’m not doing something really dumb like misspell the name, and I’m not.

I also looked through the FAQ and help manuals and can’t find anything that has to be specifically turned on to make it possible for customers to log in.  Anyone have any ideas?

-Garren McKelvey