The agent can not see the new ticket

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mshi
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Posts: 66
Joined: 08 Mar 2011, 11:10
Znuny Version: 3.0

The agent can not see the new ticket

Post by 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
OTRS: 3.0.7
ITSM: 3.0.2
Running on: Ubuntu 10.04 LTS with MySQL, integrated with MS 2003 Active Directory Server
jojo
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Re: The agent can not see the new ticket

Post by 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)
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mshi
Znuny newbie
Posts: 66
Joined: 08 Mar 2011, 11:10
Znuny Version: 3.0

Re: The agent can not see the new ticket

Post by 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
OTRS: 3.0.7
ITSM: 3.0.2
Running on: Ubuntu 10.04 LTS with MySQL, integrated with MS 2003 Active Directory Server
crythias
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Re: The agent can not see the new ticket

Post by 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.
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mshi
Znuny newbie
Posts: 66
Joined: 08 Mar 2011, 11:10
Znuny Version: 3.0

Re: The agent can not see the new ticket

Post by 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
OTRS: 3.0.7
ITSM: 3.0.2
Running on: Ubuntu 10.04 LTS with MySQL, integrated with MS 2003 Active Directory Server
mshi
Znuny newbie
Posts: 66
Joined: 08 Mar 2011, 11:10
Znuny Version: 3.0

Re: The agent can not see the new ticket

Post by 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
OTRS: 3.0.7
ITSM: 3.0.2
Running on: Ubuntu 10.04 LTS with MySQL, integrated with MS 2003 Active Directory Server
jojo
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Re: The agent can not see the new ticket

Post by jojo »

did the agent select all in the dashboard plugin and has rw permission on the queue?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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mshi
Znuny newbie
Posts: 66
Joined: 08 Mar 2011, 11:10
Znuny Version: 3.0

Re: The agent can not see the new ticket

Post by mshi »

jojo wrote: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
OTRS: 3.0.7
ITSM: 3.0.2
Running on: Ubuntu 10.04 LTS with MySQL, integrated with MS 2003 Active Directory Server
crythias
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Re: The agent can not see the new ticket

Post by crythias »

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