New Phone Ticket - Owner list not populated

[stierney]

When an agent is creating a New Phone Ticket they select the Queue that the ticket will reside in, but the owner list does not get populated until you click "All". Once "All" has been clicked once, then all of the owners are listed in the drop down properly regardless of the queue that you choose.

When you select the Queue it appears that the page refreshes like it is going to populate the Owner list with agents that are assigned to the queue, but the list still remains empty. Click "All" and the list gets populated with the appropriate agents.

Maybe I'm making a bad assumption, but I assumed that once the queue was chosen, those agents assinged to the queue would be available in the drop down list for owner without having to click "All".

We are running 2.4.7.

Any ideas as to where to look to try to track this down would be appreciated.

Thanks.

[crythias]

Owners are provided from a list of agents that have rw access for a Queue.

[stierney]

Right, and I get a the correct list of agents I just have to click on "All" link before the list is generated. Is that how it is supposed to work?

[crythias]

No, once the queue is selected, it should automatically populate the list of agents that have rw for the queue.

[the_gamer]

No, once the queue is selected, it should automatically populate the list of agents that have rw for the queue.

This is how it should work. But it doesn't I have the same problem here. Any idea why?

Sorry for bringing such an old thread back up but that's exactly what is happening.

This is no rights issue. I have two agents with 100% the same groups and roles but one shows up in a queue without updating the list, the other doesn't.

[the_gamer]

Update: I found out what is the difference. The user who shows up has the queue selected in his "own Queues" in his options, the one who doesn't show up hasn't.

I need everyone who has the rights to show up no matter what he has chosen to be his options. How to change that?

[crythias]

I need everyone who has the rights to show up no matter what he has chosen to be his options. How to change that?

First, you opened a 3 year old post, even I can be wrong 3 years ago.
Second, the answer is to make sure the queue is highlighted in each user's "My Queues". (you can do this manually for each registered agent).

[the_gamer]

First, you opened a 3 year old post, even I can be wrong 3 years ago.

Sorry, I only did that because it is 100% the problem I am having. Should have been for better subscription, not for saying you gave the wrong information.

Second, the answer is to make sure the queue is highlighted in each user's "My Queues". (you can do this manually for each registered agent).

That is my problem. I want to show every user who has the rw-right even if he has not highlighted the queue. Is that possible?