Hi.
I need help. I have version OTRS 6.0.30.
I can't find solution.
I have two queue.First belongs to Company1 and second belongs to Company2.
Person who is logged as Agent from Company nr 1. He create a ticket and this ticket goes to queue Company nr 2.
He can't follow this ticket. Which setting I should correct?
Thank you in advance.
Agent can'f follow ticket which he created
Moderator: crythias
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- Znuny Employee
- Posts: 132
- Joined: 13 Sep 2021, 09:38
- Znuny Version: Znuny 6.3.x
- Real Name: Shawn Beasley
- Company: Znuny
Re: Agent can'f follow ticket which he created
First off queues don't belong to companies but to groups
It appears you may have CustomerGroupSupport enabled. If you do, your customer appears to have no permissions in the target queue.
Your explanation seems a bit rugged.
How does the ticket go from queue1 to queue2? Is there a generic agent or is this a manual action? If the agent moves the ticket, they may consider a split insstead.
HTH.
It appears you may have CustomerGroupSupport enabled. If you do, your customer appears to have no permissions in the target queue.
Your explanation seems a bit rugged.
How does the ticket go from queue1 to queue2? Is there a generic agent or is this a manual action? If the agent moves the ticket, they may consider a split insstead.
HTH.