[SOLVED] Unable to display ticket in the customer frontend

[commarla]

Hi,

I have just finished to configure a new OTRS install and I have this issue.
My customer is able to create a ticket but when he clicks on the "my ticket" menu nothing happens. The page displayed is the "create your first ticket".

Customer received ticket number by email and can use the search menu to find his ticket.
So I think this is not a problem of rights (I have double checked groups/queues).

I don't know what to do next.

If anybody have an idea?

Thanks,

Laurent

[crythias]

Yes. the ticket wasn't created under the username of the logged in user.

[commarla]

I am not sure to understand.

How can I configure OTRS to work like I want?

Thanks,

[crythias]

If the customer can't see the ticket he created, it's because he does not have permission to see it - either by queue permissions or username or group.

[commarla]

The customer can see his ticket but only with the "search" menu.
There is no ticket in the "my tickets" view.

Thanks,

[crythias]

I get this. Usually this is because the ticket isn't in the queue that the customer can see (Queue is not in "users" group) or the ticket isn't set with the customer (login) of the customer.

[commarla]

OK Thanks for your help.

I have found the problem.
I used one gmail account with adding +something after the mail to simulate multiple users. For example commarla+test1@gmail.com. And you are right the ticket was not created with the right id but with "commarla test1@gmail.com".
I have tried with a normal email address and everything is working fine.

Thanks a lot for your help!