Solved - Unable to see closed ticket for only one agent

[Milkanet]

Hello to all,

Since a few days, I have one agent, that authenticate througt Active Directory, that cannot see any "close ticket".

We have noticed that when that user connects, this appears in the logs:

OTRS-CGI-26[4096]: [Error][Kernel::System::State::StateLookup][Line:577]: No State for open found!

Anyone has any idea of what could cause that... and how to fix it ?

For information, if a user with the exact same credentials logs, he can still see all, and with local "admin", also.

So, 3 active directory on the system: all with "full total permissions"... and that particular local user had also "all" the permissions.... so, everyone has full permissions... only that particular user cannot see close tickets... and has that message in the syslog when he logs.

Any help woule be great full ..

Thanks in advance...

Have a nice day...

[Milkanet]

Hello,

I have some more information:

That agent (in fact, me) is able to see the "closed" ticket on the android smartphone, with the ds helpdesk application. (via JSON)

so, still not able to see then on the web interface....

Still looking for any kind of informations...

Does anyone have any?

Thanks in advance

[crythias]

no state for open found means you changed the label for the state open.

[Milkanet]

Hello Crythias,

That is indeed what I red on the web... but then 2 questions:

- Why other agent can still see them?
- Why can I see them with my smartphone?

If it is "user related", where can I change that ?

[Milkanet]

Here is my "states" in "otrs \ admin \ states"

And I can not figure out what is wrong

I uploaded the file 2014-09-01_States - Admin - OTRS ..........

Thanks for any help

[crythias]

there is a ticket. It has the state open. You don't have a *state* open. the ticket was created before you changed the labels. You should have used translation instead of renaming.

[Milkanet]

OK... my brain finally understood what you ment !

I did re-creat the "open" state... so, no more messages in the logs... thanks...

But still not able to see the "closed" messages...

[crythias]

Check for filters. Where would he not have the ability to see closed tickets? Can he ticket zoom? Screenshots? something else?

[Milkanet]

WOW... amazing...

Feeling like I should maybe try to jump from a bridge or so ...

INDEED .... bloody hell, case close, there was a filter on the web GUI ...

Crythias... thank you for your help... and sorry for the wasted time... cause that is, surely, wasted time...

Again, apologies... And big thanks !