Hi Spencer, On Fri, Apr 20, 2007 at 07:24:00PM +0100, Spencer Eccleston wrote:

We have recently installed OTRS v2.1.4 on a Solaris 10 x86 System and are expericencing a problem when attempting to access a new ticket throught the web interface. When an email is received by OTRS it successfully generates and sends the "new notification ticket" email to all agents but the ticket is not viewable via the web interface to either the agent or customer. If you select the link which is included within the new notification email then the web interface simply displays a "No Permission!" message. The ticket does not show up when you search for it either. This only happens for about 20% of the emails OTRS receives.

Any suggestions or guidance on why this happens and how to solve it would be greatly appreciated.

Are the agents that want to access the ticket in the group that was specified for the queue where the new ticket is located? OTRS does permission handling by the groups where the agents are members of.

Spencer.

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