Missing Read-only queues in new phone ticket view

[cameljoe74]

Greetings,

I have an interesting issue in OTRS 3.0.10 (ITSM 3.0.5). After creating the queues to distribute tickets to, some of them do not show up in the list of available queues when opening a new ticket. The missing queues are read-only queues that are meant to help organize the list of queues into sections of responsibility.

For example-What I have setup:
Servers (ro)
Hardware (rw)
Software (rw)
Updates (rw)
PCs (ro)
Hardware (rw)
Software (rw)
Updates (rw)

What I actually see- missing 'PCs':
Servers (greyed out, cannot select)
Hardware
Software
Updates
Hardware
Software
Updates

What is especially strange is that, I am able to see some of the read-only queues, but not all of them. There does not seem to be a pattern and I cannot change the ones that are showing/disappear. If I enable read-write access to the missing queue(s) via group membership, they will reappear in the list as available queues, but I don't want tickets accidentally assigned to these non-monitored queues. That is why they are supposed to be read-only.

The Agent account I am using has full access rights to all groups except to the 'organizational group/queues', that is set to read-only to test the queue access structure. I am aware and have changed the SysConfig item for showing all ro queues (FAQ# 4200290), but that had no effect on the missing queues.

I cannot find any differences in the queue setups, they are all identical (except for queue name). I am truely baffled by this oddity!

If anyone has any insight to this, please share it, as I cannot finish setting up our queue structure the way we use it until I can fix this.

Thank you.

[jimmylucas88]

Greetings,

I have an interesting issue in OTRS 3.0.10 (ITSM 3.0.5). After creating the queues to distribute tickets to, some of them do not show up in the list of available queues when opening a new ticket. The missing queues are read-only queues that are meant to help organize the list of queues into sections of responsibility.

For example-What I have setup:
Servers (ro)
Hardware (rw)
Software (rw)
Updates (rw)
PCs (ro)
Hardware (rw)
Software (rw)
Updates (rw)

What I actually see- missing 'PCs':
Servers (greyed out, cannot select)
Hardware
Software
Updates
Hardware
Software
Updates

What is especially strange is that, I am able to see some of the read-only queues, but not all of them. There does not seem to be a pattern and I cannot change the ones that are showing/disappear. If I enable read-write access to the missing queue(s) via group membership, they will reappear in the list as available queues, but I don't want tickets accidentally assigned to these non-monitored queues. That is why they are supposed to be read-only.

The Agent account I am using has full access rights to all groups except to the 'organizational group/queues', that is set to read-only to test the queue access structure I am aware and have changed the SysConfig item for showing all ro queues (FAQ# 4200290), but that had no effect on the missing queues.

I cannot find any differences in the queue setups, they are all identical (except for queue name). I am truely baffled by this oddity!

If anyone has any insight to this, please share it, as I cannot finish setting up our queue structure the way we use it until I can fix this.

Thank you.

I am having a similar issue with read-only queues while I am using OTRS 3.0. I do not want all of these Voip options to be read-only, but when I am setting it up, they are only read-only. Is there a tutorial out there that can help me understand how to set this up? Thanks.
-Jimmy