(SOLVED) Customer access to his own tickets

[wheelshot]

Hi,

Im in a permissions struggle and im sure my comprehension is messed up about how OTRS handle it.

Lets say I have this kind of queues architecture

IT front helpdesk
-- Servers
---- dns
---- dhcp
---- ...
-- Security
-- Networking
---- wifi
---- ipphones
---- ...
-- ...

So we created agent groups like this:
queues-it
queues-it-servers
queues-it-security
...

And we assigned those groups to queues with agents permissions like we want and that is working pretty well.

On the customer side though, things arent working as planned. At the moment, all customers are in the "Users" groups cause we have no reason so far to split them using groups. So customers can create tickets in the "IT front helpdesk" queue and nowhere else but as soon as the IT front desk group moves the ticket in some sub-queue, the customer looses his access to his ticket. Why the heck is a customer loosing his access to his own tickets?

FYI, we're hiding the queue field on the customer front end and just showing the services which some of them are linked to specific queues automatically for expertises, etc.

If you need any other information on our setup, lemme know.

Thanks for your help guys!

[jojo]

switch off customer group support

[wheelshot]

switch off customer group support

Did that and flushed my browser'S cache and this had no effects on the number of tickets displayed to the customer.

[jojo]

please also delete OTRS caches

[wheelshot]

please also delete OTRS caches

Using $HOME/bin/otrs.DeleteCache.pl right? Havent played with those scripts a lot since we started using OTRS. Thanks again will try it in a few.

[wheelshot]

Its now working with the cache deleted!

Thanks! Im having another issue but i'll create another post.