[SOLVED] permission to link a ticket in agentticketphone

[massimobianchi]

Hi,
I'm running helpdesk 3.1.14 with ITSM 3.1.8.

What is wish to accomplish is to create a logic partition of OTRS for use of a subset of agent to handle the tickets of a dedicated customer.

I have already setup groups, roles, queues, agents permission, they are working fines.

I have acreate a class withing Configuration Item whose depends on my dedicated Group.

My only problem is with the "link" option in agent new phone ticket: I am not able to link the CI directly from the create screen. But if the same agent creates the ticket, and then open it, he/she is able to link the CI to the ticket.

Am I missing something ?

Kind regards,
Massimo

[massimobianchi]

Some more details...

I tried link a ticket after setting up the proper permission, but I am Always getting a "Insufficient Right" message.

Looking at the syslog, here is the message:

Tue Apr 16 06:26:08 2013 notice OTRS-CGI-10 Permission denied (UserID: 43 'ro' on TicketID: 1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 Need QueueID!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!
Tue Apr 16 06:26:08 2013 error OTRS-CGI-10 No such TicketID (1366086289.5391081.25997346)!


What is strange is the TicketID.

Obviously since the the ticket is not yet created I do not expect it to be standard, but it's weird.

I even tried with my admin user, who has full access to everywhere - i think it might be a bug.

Someone has the same feeling ?

[massimobianchi]

Confirmed, it's a bug: http://bugs.otrs.org/show_bug.cgi?id=9336

[Jasonbrody]

got stuck in this issue too thanks for the solution it worked nicely.