Agent can'f follow ticket which he created

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kukasky
Znuny newbie
Posts: 1
Joined: 30 Dec 2021, 10:07
Znuny Version: 6.0.30
Real Name: Jakub

Agent can'f follow ticket which he created

Post by kukasky »

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.
shawnbeasley
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

Post by shawnbeasley »

First off queues don't belong to companies but to groups :D

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.
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