User cannot see tickets in Queue but can access via ticket number
Moderator: crythias
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
User cannot see tickets in Queue but can access via ticket number
Hi,
One of the users cannot see tickets in Queue. Please see screenshot
He navigates to the ARM Support->_Brazil queue where I and other users can see two tickets. But Person X doesn't see the tickets. In the screen shot you can see that there should be two tickets in the Brazil queue, but they don't show up for him.
We already did some checks:
• He can access tickets which are in the queue if he directly goes to the ticket through the ticket number search, so the system allows him to see the content.
• I already disabled and enabled his user account and also removed his preferred queues, etc. But it all didn't help.
Could u please help us out?
Our OTRS version is 6.0.26
Regards,
Krishna M S
One of the users cannot see tickets in Queue. Please see screenshot
He navigates to the ARM Support->_Brazil queue where I and other users can see two tickets. But Person X doesn't see the tickets. In the screen shot you can see that there should be two tickets in the Brazil queue, but they don't show up for him.
We already did some checks:
• He can access tickets which are in the queue if he directly goes to the ticket through the ticket number search, so the system allows him to see the content.
• I already disabled and enabled his user account and also removed his preferred queues, etc. But it all didn't help.
Could u please help us out?
Our OTRS version is 6.0.26
Regards,
Krishna M S
You do not have the required permissions to view the files attached to this post.
-
- Administrator
- Posts: 3970
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
Probably your use has a filter configured. Check the upper right corner for a trash bin.
- Roy
Probably your use has a filter configured. Check the upper right corner for a trash bin.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
I am unable to locate the filter. Could u please provide a screenshot?
Sorry i am new to OTRS.
Regards,
Krishna M S
I am unable to locate the filter. Could u please provide a screenshot?
Sorry i am new to OTRS.
Regards,
Krishna M S
-
- Administrator
- Posts: 3970
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: User cannot see tickets in Queue but can access via ticket number
Here you go:
You do not have the required permissions to view the files attached to this post.
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
maybe they are located in sub-queues?
Maybe your Queue Index is not up to date?
Flo
maybe they are located in sub-queues?
Maybe your Queue Index is not up to date?
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
Yes, they are located under sub-queues.
Please let me know to reset the queue index.
Regards,
Krishna M S
Yes, they are located under sub-queues.
Please let me know to reset the queue index.
Regards,
Krishna M S
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
I got a confirmation from the user that he does not have the thrash bin option in his Queue view
I am attaching the screnshot for your reference.
Please help me out.
Regards,
Krishna M S
I got a confirmation from the user that he does not have the thrash bin option in his Queue view
I am attaching the screnshot for your reference.
Please help me out.
Regards,
Krishna M S
You do not have the required permissions to view the files attached to this post.
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
Strangely, this is happening for only one user. For the rest of the users, it is working fine.
Regards,
Krishna M S
Strangely, this is happening for only one user. For the rest of the users, it is working fine.
Regards,
Krishna M S
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi All,
I checked all settings but did not find a solution for this.
We have tried to reset the permissions but the outcome is the same.
Does anyone have a solution for this?
Regards,
Krishna M S
I checked all settings but did not find a solution for this.
We have tried to reset the permissions but the outcome is the same.
Does anyone have a solution for this?
Regards,
Krishna M S
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
What is surprising is that when the end user has created a template to search for the Queue with open tickets and it is working.
Regards,
Krishna M S
What is surprising is that when the end user has created a template to search for the Queue with open tickets and it is working.
Regards,
Krishna M S
-
- Administrator
- Posts: 3970
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
rebuilding the queue index could help. Run as OTRS user this command
- Roy
rebuilding the queue index could help. Run as OTRS user this command
Code: Select all
bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
Do i i have to stop/restart Apache daemon while i run this command?
Regards,
Krishna M S
Do i i have to stop/restart Apache daemon while i run this command?
Regards,
Krishna M S
-
- Administrator
- Posts: 3970
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: User cannot see tickets in Queue but can access via ticket number
I've never did this, I just run the command
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 90
- Joined: 24 Mar 2014, 13:58
- Znuny Version: 6.0.26
- Real Name: Krishna M S
- Company: Toradex AG
Re: User cannot see tickets in Queue but can access via ticket number
Hi,
Even after running the command, the output is the same.
Regards,
Krishna M S
Even after running the command, the output is the same.
Regards,
Krishna M S