[SOLVED] icket vanishing from history when queue change

[massimobianchi]

Hi,
I am facing a (maybe) strange behaviour.

Configuration: OTRS 3.1.4 on Centos 6.2, ITSM 3.1.2.

I created a default queue, Supporto, where all the web ticket are created.

Then, every 10 minutes, I use a generic agent to change the queue according to the service selected (say queA or queB ).
Each que is associated with a different default group, to give different visibility to different group of agents.

Strangeness: when the generic agent runs, the ticket disappear from the view and from the history of the customer view (customer.pl)

Is this a bug or the correct behaviuour ?

In the latter case, how can I change the queue, and keep it visible for the end-user ?

Thanks,
Massimo

[massimobianchi]

Hi,
I forgot to tell: these tickets are opened using the webform customer.pl

Massimo

[massimobianchi]

I forgot to add the customer to the proper group.

There should be a wizard, or a MEMO at least !!!

[jojo]

That's why customer group support is switched of by default. It only should be used if you know what you're doing