customer front-end problem -URGENT-

[SantaPe]

Hi,

All of a sudden our customers can't create any tickets any more. I did not edit any of the config files.
Customers login using LDAP.

When they login they get to see the welcome screen where they can 'create their first ticket'. But they can't see their tickets anymore...

Also when they are on the screen to create a new ticket, the queue dropdownlist is not populated.

All settings for Customer NewTicket have remained the same. I don' t know where it's going wrong.

Customers login via LDAP is not configured by me, I have no idea to check if something is going wrong there..

[crythias]

aside from a possibility of database crash, it appears someone has turned on CustomerGroupSupport and the customers are not members of groups that belongs to queues.

[SantaPe]

It seems the customer is not connected to his data anymore.

Since after logging in, he can't see his old tickets anymore. It's all gone.

[SantaPe]

aside from a possibility of database crash, it appears someone has turned on CustomerGroupSupport and the customers are not members of groups that belongs to queues.

Crythias, genious! That's it! I activated CustomerGroupSupport to Yes this morning, because I was trying to connect services to customers.

Now I just put it to 'No' again.

Do i need to restart some services?

Because if I log in as customer, everything remains the same... still no old tickets...


thanks a lot in advance already!

[crythias]

I'm not certain it's as easy as "no" again. Tickets are in queues which are members of groups to which the customers do not belong.
you should finish the CustomerGroup Conversion, and/or check your 'CustomerGroupsAlwaysGroups" and make sure all the groups that hold customer-facing tickets are represented.

[SantaPe]

Can it be that it just takes some time? (I hope so)

One customer just reported that he can see his tickets again and he is capable of creating new tickets as well.

But if I try with my own customer account I still get the Welcome screen and I don't see my old tickets.


I haven't changed anything since I put CustomerGroup back to 'No'.

[SantaPe]

Or maybe it only affected only a part of the LDAP customers? is that possible?

Only a part of the users can login again and see their tickets, the other part still sees the welcome page and aren't able to create tickets...