Agent cannot see closed tickets (SOLVED)

[danny0312]

Hello guys!

One of our agents has trouble seeing closed tickets under Ticket/StatusView/Closed Tickets. Open tickets are showing fine but for some reason closed tickets are not showing up at all. This is just something that suddenly occurred and I cannot figure out what could be causing it.

I tried: Disabling/Enabling the agent, restarting web/db service, hide/unhide status view link in otrs but no help. Also tried adding the agent to different queues as well as selecting the queue in the agent settings and still, there no closed tickets there as well. Added that queue to my profile and was able to see them so it makes me think that the issue is tied with specific admin profile.

Here is an error I get occasionally in the log:

[Mon Jul 14 11:01:00 2014][Error][Kernel::System::Ticket::TicketSearch][5180] The given param 'QueueIDs' is invalid or an empty array reference!

I will appreciate any help! Thanks!!!

[crythias]

The given param 'QueueIDs' is invalid or an empty array reference

means: someone likely changed the labels on queues.

[danny0312]

The given param 'QueueIDs' is invalid or an empty array reference

means: someone likely changed the labels on queues.

Could you please give some more details on that? By labels, do you mean name of the queue? All the agents only have rights to one group, which is linked to their queue, no admin rights. Therefore I don't see how something like that could get changed. The queue has the same name it used to and I don't see any changes with it. Could that be causing the issue with closed tickets as well?

[crythias]

QueueIDs come from queues.
If there are no names in filters that match real queues, you'll get no QueueIDs because the words don't match.

[danny0312]

QueueIDs come from queues.
If there are no names in filters that match real queues, you'll get no QueueIDs because the words don't match.

The thing is that no one else besides be has admin rights to OTRS and Queues names/labels haven't been touched since they were created. If that was an issue I believe that it would affect everyone but not only one admin user. I ran deletechachce/rebuildconfig and seems like the issue is gone (no log entry), but issue with not seeing closed tickets still remains:(

[crythias]

I am unable to replicate your experience with information provided.

[danny0312]

I am unable to replicate your experience with information provided.

What information would you need? Could you perhaps give me some troubleshooting tips to further investigate the issue? I have to mention, that same user had that issue couple month ago but I was able to fix it by enabling/disabling status view tab under ticket in module registration in sys config. After I disabled and enabled it back the closed tickets came back. I did try it this time but no luck:( Any ides what could be causing it?

I also just upgraded OTRS to 3.3.8, cleared the cache and ran otrs.rebuildconfig but no luck as well:(

As I said earlier, that warning about QueueID is gone and since it didn't appear last time I assume it was not related to the issue at all.

Update:
I just went to Ticket/Search and searched for the ticket. The list was populated with both opened and closed tickets so admin actually has access to those, however for some reason those are just not showing up in status view:(

[danny0312]

Any ideas or hints regarding the issue?

Besides closed tickets the stats graphs are also clean, which means that agents for some reason doesn't get full access to the queue or something. I tried assigning different queues to that agents but result is the same Is there a way to reset the user or something, or maybe reestablish the rights to rewrite the config? I tried enabling/disabling the agent and removing from the groups but it didn't help. Any hints or suggestions on at least where to look would be appreciated! Please help!

Thanks!

[crythias]

Do not know. ACL or group membership.

And you're going to tell me this agent is the same as all the other agents.

And then we talk about browser caching or ... I don't really know.

[danny0312]

Do not know. ACL or group membership.

And you're going to tell me this agent is the same as all the other agents.

And then we talk about browser caching or ... I don't really know.

Exactly There are few agents that monitor a particular queue and all besides one are able to see all the stuff. For some reason this issue only affected just one agent and I don't know how. Tried different browsers already but same result. Well, thanks for the reply. If something else comes to mind, please let me know.

(Disabled/Re-enabled ACLs but it is not it)

[danny0312]

It is most likely the group membership not being assigned properly. I tried assigning that same agent to different groups with different queues and got the same result. Besides doing that in GUI, could you point me where I can find that in config files? Maybe I should try to remove it by modifying the code and that resign it so that it will re-establish the membership?