(SOLVED) Company tickets are not working

[bayerex]

Hi all,

Since moving to 3.2.7 I haven't been able to get company tickets working. My two test accounts have the same customer_ID but cannot access each other's tickets.

I have created a customer company - although I don't think this has anything to do with it. I'm pretty sure this is for adding drop customer_ID dropdown values but we enter our IDs manually anyway.

Both accounts can see the "Company Tickets" button but clicking on it makes no difference. Searching via ticket no. also finds nothing so they somehow have no access to each other's tickets.

I just want all customers with the same Customer_ID to be able to access each other's tickets. How do I do this?

Many thanks in advance.

[jojo]

do you use customer group support? And the tickets are in queues with different groups?

[bayerex]

do you use customer group support? And the tickets are in queues with different groups?

Yes, CustomerGroupSupport is already enabled. "Standard Queues" is one of the CustomerGroupAlwaysGroups. This is confirmed to me when I open 'customer1' in AdminCustomerUserGroup as this group is listed as a standard group and not as an available group to select.

"Queue1" contains two new tickets created by 'customer1' and 'customer2' created themselves via the webinterface. Both customers have the same company ID. But they are only able to see their own ticket.

Selecting either of these views produces the exact ticket list results. No difference:
customer.pl?Action=CustomerTicketOverview;Subaction=CompanyTickets
customer.pl?Action=CustomerTicketOverview;Subaction=MyTickets

[crythias]

changing CustomerID is not retroactive to existing tickets. Use Generic Agent to update.

[bayerex]

changing CustomerID is not retroactive to existing tickets. Use Generic Agent to update.

That's true, I understand that. But these are two new tickets created for the purposes of troubleshooting this problem. Since 'customer1' and 'customer2' have always had the same CustomerID since creation of these two tickets I assume this should give them access to both tickets via Company Tickets.

[crythias]

check case and spelling. Customer Company support would enable dropdown choice of customerID.

[bayerex]

check case and spelling. Customer Company support would enable dropdown choice of customerID.

Spelling etc is all correct. I need this resolved pretty soon. Please contact me with your hourly rate if you would like to resolve this on a Freelancer basis.

[bayerex]

in the end our developer was able to spot an error he had made to the file.

<<< change:
System/CustomerUser/DB.pm:455

should be:
sub CustomerIDs {
my ( $Self, %Param ) = @_;
return $Self->CustomerIDList(%Param);
}