Re: [otrs] tickets created on behalf of end user
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
Marek Hall wrote : [...]
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?
Hi Marek, have you tried to reproduce this problem in the demo system ? If so please post the ticket number so that one can understand the problem. If the problem does not happen in the demo system please tell some details about your setup. Which OTRS version do you use ? Are there any special configurations regarding the customer users like customer groups, company tickets, external backends and so on. Does the problem exist for all the customers or tickets and since when ? Please also check the ticket state and article type. You should at least try a ticket with the state "open" that has an article from the customer (white background, not red). 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
participants (2)
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Alexander Halle -
Marek Hall