Linked objetcs question. FAQ-Ticket

[ramirocobo]

Hello all.

I've a question about the linked objects in OTRS.

We've OTRS wit FAQ module installed and we usually link Tickets to FAQs. If i check the FAQ or Ticket logged like an agent i can see the linked object without problems.

But that's not happen in the public FAQ interface or Customer interface (Ticket or FAQ). The linked object don't appear in these views.

Do you know if it's a normal behaviour? It's there any way to show linked objects in the customer view?

I checked the forums and most of the OTR's configuration but i don't find any way to do it.

Thank you very much for your help!

Ramiro.

[crythias]

If customer does not have group permissions, she will not see links.

[ramirocobo]

Thanks crythias.

I checked the relations of the customers and groups and all have the right relations.

I did a test with a new customer.

- I assigned it a full relation (RW) with all my groups, i created a new FAQ category, also with full permissions to all the groups and add to it a public FAQ.
- I create a ticket from customer to agent.
- In the agent view i linked a FAQ to the Ticket, also i created a note inserting a FAQ (text and link)
- Now i can see in the agent view the information about the linked object (see attach)

But i can not see the same information in the customer portal nor the Ticket object linked in the FAQ (customer view) . Only he can see the link added in the Note.

Maybe i am missing something. But anyway thanks for your help