Hi
[Customer ] field appear when creating new phone tickets with admin rights.
[Customer ] field do not appear when agents are creating new phone tickets.
Agents have RW rights on all Queues
Customers belong to same groups that the agents are linked to
Agent-Group relations all RW
Queues belong to the groups above
What else should I investigate?
Thanks in advance
New Phone Ticket: Options
Moderator: crythias
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pieterdv
- Znuny newbie
- Posts: 8
- Joined: 05 Apr 2012, 14:05
- Znuny Version: OTRS 3.1
- Real Name: Pieter
- Company: SSI
Re: New Phone Ticket: Options
OK more info about this ticket..
Agents can use the "From customer field" in order to obtain names.
The problem is that the Options: [Customer ] field does not display for agents, only for admin. This field when selected provides a list of customer names.
Therefore the problem does not appear to be one of rights on queues or groups (since when typing the customer names in the From customer field the right customers can be selected in that way) but rather that the [Customer] selection does not appear against options for agents. In fact - no options line appears.
Agents can use the "From customer field" in order to obtain names.
The problem is that the Options: [Customer ] field does not display for agents, only for admin. This field when selected provides a list of customer names.
Therefore the problem does not appear to be one of rights on queues or groups (since when typing the customer names in the From customer field the right customers can be selected in that way) but rather that the [Customer] selection does not appear against options for agents. In fact - no options line appears.