I have created a new group and a new queue associated with that group. Agents associated to this new group are only able to see CANCELLED and RE-OPEN states in any screen where the field Next state is available.
However, my state list includes some other states that are perfectly visible by other agents associated with other groups and queues.
Is it that I'm missing something in the configuration?
Thanks for the support.
regards,
Antonio
Ticket States
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crythias
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Re: Ticket States
cancelled and reopened don't appear to be default states...
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reneeb
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Re: Ticket States
Are any ACLs configured?
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Re: Ticket States
Cynthias,
Thank you for your prompt reply. However I don't follow your answer. Maybe my question was not clear enough.
I have created a new group and some new agents linked to that group. Then I created a new queue and linked it to the mentionned group. When I open a ticket for that queue I expected tha the agents belonging to the new group would be able to see ticket states as NEW TICKET, IN PROGRESS, CANCELLED, CLOSED SUCCESSFULL, etc as other users, in a different group are able to see. However the agents of the new group only see CANCELLED and RE-OPEN in the Next State dropdown. Why they don't see the rest of the states?
Thak you for your support.
Antonio
Thank you for your prompt reply. However I don't follow your answer. Maybe my question was not clear enough.
I have created a new group and some new agents linked to that group. Then I created a new queue and linked it to the mentionned group. When I open a ticket for that queue I expected tha the agents belonging to the new group would be able to see ticket states as NEW TICKET, IN PROGRESS, CANCELLED, CLOSED SUCCESSFULL, etc as other users, in a different group are able to see. However the agents of the new group only see CANCELLED and RE-OPEN in the Next State dropdown. Why they don't see the rest of the states?
Thak you for your support.
Antonio
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crythias
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Re: Ticket States
@tpriede,
reneeb is asking a valid point.
I'd wonder what the state type is of the states that can be seen. and would point to ACL for problems.
reneeb is asking a valid point.
I'd wonder what the state type is of the states that can be seen. and would point to ACL for problems.
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Re: Ticket States
Crythias, Reneeb,
The only ACL configuration I see is in the attachment. Besides, the agents for other groups are seeing all the states.
Is there any other config sub-group where ACL might be configured and causing this conflict? Any help would be very appreciated.
Thank you both
Antonio
The only ACL configuration I see is in the attachment. Besides, the agents for other groups are seeing all the states.
Is there any other config sub-group where ACL might be configured and causing this conflict? Any help would be very appreciated.
Thank you both
Antonio
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