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Eugene Ventimiglia

19 Jun 2007 19 Jun '07

2:53 p.m.

Hello All - I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues? --e

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Greg Horne

19 Jun 19 Jun

3:08 p.m.

A fast answer is Groups. Login as an Admin and verify that you are a member of the group that the queue was made part of. Greg Horne GEH GEHORNE -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Eugene Ventimiglia Sent: Tuesday, June 19, 2007 10:53 AM To: otrs@otrs.org Subject: [otrs] Can't see my queues Hello All - I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues? --e

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Eugene Ventimiglia

3:19 p.m.

Interresting - The user I'm logged in as has r/w access to all groups, but the queue's Group attribute is "Agents" I can't see it. When I changed the queue's Group attribute to 'users' it works. Agents is valid Any other ideas? ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Greg Horne Sent: Tuesday, June 19, 2007 11:09 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Can't see my queues A fast answer is Groups. Login as an Admin and verify that you are a member of the group that the queue was made part of. Greg Horne GEH GEHORNE -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Eugene Ventimiglia Sent: Tuesday, June 19, 2007 10:53 AM To: otrs@otrs.org Subject: [otrs] Can't see my queues Hello All - I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues? --e

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Greg Horne

3:32 p.m.

A little different, not that this should make any difference, but remove your rights from the group, update it. The come back in and give yourself rights again. Should not make any difference, but its worked in the past for other products. Greg Horne geh gehorne -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Eugene Ventimiglia Sent: Tuesday, June 19, 2007 11:20 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Can't see my queues Interresting - The user I'm logged in as has r/w access to all groups, but the queue's Group attribute is "Agents" I can't see it. When I changed the queue's Group attribute to 'users' it works. Agents is valid Any other ideas? _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Greg Horne Sent: Tuesday, June 19, 2007 11:09 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Can't see my queues A fast answer is Groups. Login as an Admin and verify that you are a member of the group that the queue was made part of. Greg Horne GEH GEHORNE -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Eugene Ventimiglia Sent: Tuesday, June 19, 2007 10:53 AM To: otrs@otrs.org Subject: [otrs] Can't see my queues Hello All - I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues? --e

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Nils Breunese (Lemonbit)

3:26 p.m.

Eugene Ventimiglia wrote:

I logged into my otrs system today to see no tickets, and on closer examination, realized that I can’t see some of my queues. What would determine who can see which queues?

Each agent can set his/her queues in his/her preferences. Log in, click Preferences and select all queues you want to see under 'My Queues'. Nils Breunese.

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Eugene Ventimiglia

3:40 p.m.

I thought of that too, but the queues I can't see also don't appear in the My Queues control.

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Tuesday, June 19, 2007 11:27 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can't see my queues

Eugene Ventimiglia wrote:

...
I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues?

Each agent can set his/her queues in his/her preferences. Log in, click Preferences and select all queues you want to see under 'My Queues'.

Nils Breunese.

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Gabriele D'Andrea

3:59 p.m.

so it should be a problem of group membership: you must be sure to assign yourself permission on the group linked to the queue you want to see. Gabriele ----- Original Message ----- From: "Eugene Ventimiglia" To: "User questions and discussions about OTRS.org" Sent: Tuesday, June 19, 2007 5:40 PM Subject: RE: [otrs] Can't see my queues I thought of that too, but the queues I can't see also don't appear in the My Queues control.

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Tuesday, June 19, 2007 11:27 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can't see my queues

Eugene Ventimiglia wrote:

...
I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues?

Each agent can set his/her queues in his/her preferences. Log in, click Preferences and select all queues you want to see under 'My Queues'.

Nils Breunese.

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

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Shawn Beasley

27 Jun 27 Jun

10:13 a.m.

Gabriele D'Andrea schrieb:

so it should be a problem of group membership: you must be sure to assign yourself permission on the group linked to the queue you want to see.

Gabriele

----- Original Message ----- From: "Eugene Ventimiglia" To: "User questions and discussions about OTRS.org" Sent: Tuesday, June 19, 2007 5:40 PM Subject: RE: [otrs] Can't see my queues

I thought of that too, but the queues I can't see also don't appear in the My Queues control.

...
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Tuesday, June 19, 2007 11:27 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Can't see my queues

Eugene Ventimiglia wrote:

...
I logged into my otrs system today to see no tickets, and on closer examination, realized that I can't see some of my queues. What would determine who can see which queues?

Each agent can set his/her queues in his/her preferences. Log in, click Preferences and select all queues you want to see under 'My Queues'.

Nils Breunese.

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

I have made an interesting discover in my next relase cycle of otrs in our company. This type of invisiblity can be caused when a status is set to inactive. example: open set to invalid all ticket with the status open will be invisible. Try searching for a valid ticket. I hope this helped. --Shawn

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participants (5)

Eugene Ventimiglia
Gabriele D'Andrea
Greg Horne
Nils Breunese (Lemonbit)
Shawn Beasley