Can a non-admin agent account create/view a process ticket?

[tanzhiyong]

Hi,

right now i have a process created and running. The process is created using an admin account and that account have no issues creating a process ticket.

Right now i have created another agent account. I tried to create a process ticket using that agent account but i encountered this error message: We are sorry, you do not have permissions anymore to access this ticket in its'current state. I am using OTRS version 4.

And the agent account is unable to view any tickets created by the admin account too. Both are agents account.

I know there are some configurations in the access rights to be done, but will appreciate if anybody can guide me on how to do it or point me to the specific area.

The weird things is if i group the agent account under "admin" group, they can view/create the ticket. Right now, i do not want the agent to be grouped with admin access right.

Appreciate if anybody can help a newbie out. thanks!

[aph]

This seems to be a permission issue. Could you show us/describe your process configuration, it helps while debugging.

[root]

Check the group permission for the ticket's queue and if the agent is member of the group (or a role with permissions on the group).
Do you get an entry in the error log?