Agent roles and groups issue

vinesh · Post by **vinesh** » 23 Dec 2012, 02:42

I am facing very strange problem in change queue for some queue agents and i have tried all possible but no success. Issue is as below.

My OTRS Version is 3.1.11 which is upgraded from 3.1.10
My Queues/User Group configuration.
Queue1 - Queue1_Users
Queue2 - Queue2_Users
Queue3 - Queue3_Users
Queue4 - Queue4_Users
Queue5 - Queue5_Users
Queue6 - Queue6_Users

Where Queue1 to Queue5 has same agent roles and Queue6 has different agent role. But all queue agent roles are working fine apart from Queue4 and Queue5 agents where i cannot change queue from one queue to another as if it doesn't have move permission where it already has move permission and works for other queues agents.

In case if i create ticket with Queue4 queue with Queue4_Users group then i cannot get change queue apart from Queue4 where i suppose to get other queues to move tickets, But in other case if i create ticket with Queue4 queue with Queue5_Users group then i can see the Queue5 in change queue and also i can move the tickets to the Queue5. Please help me one this.

Also i am not able to add any group users group to created new queue. i am able to create new group users but in queue creation it will not get displayed to create queue. what could be the problem all this issue.

vinesh · Post by **vinesh** » 24 Dec 2012, 07:15

Found the issue myself..it was ACL in the config.pm which was making the error in my configuration.

vinesh · Post by **vinesh** » 24 Dec 2012, 07:16

But still i am not able to add any group users group to created new queue. i am able to create new group users but in queue creation it will not get displayed to create queue. what could be the problem. Please help.

Post by **crythias** » 24 Dec 2012, 15:28

vinesh wrote: i am able to create new group users but in queue creation it will not get displayed to create queue. what could be the problem

The queue is marked invalid, perhaps.

vinesh · Post by **vinesh** » 24 Dec 2012, 16:08

See below screenshot that Customer Default Groups you can find HBEIndia_Users, but in Add queue i cannot see HBEIndia_Users listed to create an queue.

jojo · Post by **jojo** » 24 Dec 2012, 16:10

did you also create the group via admin panel?

vinesh · Post by **vinesh** » 24 Dec 2012, 17:14

Yes i did created group via admin panel only.

Post by **crythias** » 24 Dec 2012, 18:02

CustomerGroupsAlwaysGroups is not relevant to the discussion. The group must be added via the Admin panel.

vinesh · Post by **vinesh** » 19 Jan 2013, 16:20

I have added the user group using admin panel only, please help me so that i can create more user group.

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