The agent can not see the new ticket

[mshi]

Hi,

After a customer created a new ticket to "que 1" from customer portal, the agent can see this new ticket in "que 1" from "Queue View" which under the Ticket tab, but the agent can not see this new ticket in the area of "New Tickets" from Dashboard.

I must missed some configurations, can you help to fix it?

Thanks,

Mshi

[jojo]

there is a shorttime cache on the dashboard widgets, so he should see it after a certain time (if having rw permissions on this queue)

[mshi]

Hi, jojo

Thanks for your quick reply.

The agent has rw permission with role <-> group <-> "que 1" and I found the CacheTTLLocal in "DashboardBackend###0120-TicketNew" is set to 30 seconds (0.5m). But agent still can not see the new ticket from dashboard even I have waited for a few hours.

Is there any other configuration problems?

Thanks again!

Mshi

[crythias]

If he can't see it on the dashboard, check to make sure the ticket state type is of the visible state types of dashboard.

[mshi]

Hi crythias,

I have not made any changes for state or state type.
And I am sure the new ticket is in "new", "que 1","unlock" and with the owner of "Admin OTRS" since the agent can see the new ticket by searching the state of "new".

But why the agent can not see this new ticket from dashboard?

Thanks,

Mshi

[mshi]

Hi,

I have the following update with my issue.
When logged in as "root@localhost", I can see the new ticket on dashaborad.
But Why the created agent can not see the new ticket on dashboard?

Any idea?

Thanks in Advance,

Mshi

[jojo]

did the agent select all in the dashboard plugin and has rw permission on the queue?

[mshi]

did the agent select all in the dashboard plugin and has rw permission on the queue?

Hi jojo,

I am a new commer for ORRS!
And I don't understand you comments on How shouldI I configure OTRS to select all in the dashboard pluins plugin and has rw permisson on the queue.

Where should I make configuration change?

Thanks,

Mshi

[crythias]

He means the agent doesn't have rw permissions on the group that que1 is a member of. agents <-> groups in admin.