Let agents see all tickets for a queue [SOLVED]

[arvobowen]

- OK I have a queue called "Tech Support", the queue belongs to a group call "tech support"...
- I have a Customer Company that has a CustomerID of "000TestCo" and a Company of "My Test Company"
- I have a Customer User named "Test Customer 1" with a username of "test.user1" and a CustomerID of "000TestCo"
- I have a another Customer User named "Test Customer 2" with a username of "test.user2" and a CustomerID of "000TestCo"
- I have an Agent named "agent1" with full access to the "tech support" group (rw)
- I have another Agent named "agent2" with read/create/note access to the "tech support" group (ro/create/note)
- I have another Agent named "agent3" with read/create/note access to the "tech support" group (ro/create/note)

- An agent name "agent2" creates a ticket...
- I currently have a lock on the ticket with my user account (agent1) that admins the Tech Support queue because I'm working on the ticket.

When one of my agents (like agent3) go to create a ticket I would assume they would be able to see all tickets currently open so they would not create a dupe ticket of what already exists (such as the ticket "agent2" created)

Issue:
Agent3 can not see the ticket Agent2 created. Is there some way for them to see the ticket but not have rw access to it?

[peter_sk]

I think, you should enable what tickets are viewable. Like this:

If somebody else is looking for this solution. There is a setting in Sysconfig, under Ticket -> Core::Ticket. Just add a 'lock' value under Ticket::ViewableLocks, and everyone can see all the tickets in queue view, of course for the queue with permissions...

It is discussed here: http://forums.otrs.org/viewtopic.php?f=61&t=5151

Peter

[arvobowen]

SWEET! That works great peter. Thanks a bunch!

[aapink1209]

I noticed you set up your customerid up like we did... We are bringing our Active Directory field 'department' into the 'customerid' field. This way we can utilize the company feature of OTRS which groups people by company.

User A customerid= licensing
User B customerid= licensing
User C customerid= human resources
User D customerid= human resources

The issue is when our techs want to know open tickets of a specific user so there are no duplicates entered the system shows the link of "open tickets" using the customerid field so they are seeing open tickets for everyone who has that customerid.

Have you ran across this issue?

[arvobowen]

The issue is when our techs want to know open tickets of a specific user so there are no duplicates entered the system shows the link of "open tickets" using the customerid field so they are seeing open tickets for everyone who has that customerid.

When you say "our techs" are you talking about "User A" through "User D"? Or are you talking about DIFFERENT agents?