[Solved] Customer Cannot View Tickets Under "My Tickets"

[adupre01]

I tried searching this on the forums and on google and I see a lot of people with similar issues but either no solution or a solution which did not work for me.

When I log in with a customer account through the customer.pl there are no tickets listed under the "My Tickets" even though I have created several there. I've tried creating the tickets from the customer end and from the agent end and they do not show up. They used to show up there.

One of the changes I made between the time the tickets were last displayed and the time I noticed they were no longer being displayed was that I was changing the names of some queues. I had set our Help Desk queue as the default queue for new customer tickets. Later however, I noticed that this had been changed (somehow? not by me) to Raw. So I changed the default queue for customers back to our Help Desk queue and soon after that tickets were no longer being displayed under the "My Tickets" in the customer.pl.

I am at a loss, please help.

[adupre01]

Trying some more things, if I go into sysconfig Ticket>Frontend::Customer::TicketViewNew and set default queue to Raw then tickets do appear in the customer's "My Tickets." However, if I set it back to our Help Desk queue it does not work. The ticket is created and it goes to thg help queue but then the customer cannot see it under "My Tickets."

[crythias]

If the customers aren't members of the group that the queue belongs to, they will not see the tickets in the queue.

[adupre01]

Thank you! Was the reason it stopped working because I enabled customergroups?

[crythias]

I don't think so, not unless you enabled customer groups and didn't give them the group that the other queue belonged to.

[adupre01]

Yes that is exactly why. I enabled customer groups and did not add any other group for them other than user. I guess that is what happens when I don't keep good enough track of all changes I make.

[crythias]

You're correct, and I found that out after I had posted. CustomerGroupAlwaysGroups becomes users and that's about it.