Only Split and Print Buttons When Vieing Ticket

[wizzbangca]

This is happening on one que, no others. Forward, bounce, and reply are missing. When viewing a ticket, the only buttons available to anyone on the system regardless of access is split and print, nothing else. A user can have full access to the group the que belongs to, but still no other buttons or dropdowns. Even in the que view there are no reply or reply all dropdowns. The default response is assigned to the queue for responses; a lack of responses isn't the issue.

I can't find anyone else having had this problem. Maybe someone knows why. Normally I would dive into the code to figure these things out, but I know nothing about perl.

[jojo]

this could be a permission or ACL issue

[wizzbangca]

Thanks for the reply, but doesn't help. It's fairly vague. I already checked Agents <> Groups. Don't know what other ACL or permission there is to cause this problem.

[jojo]

check your Config.pm

[wizzbangca]

Don't know what I would be looking for in Config.pm, the file hasn't changed since the initial install over two years ago.

[crythias]

jojo's saying check Config.pm for ACLs, which might have been added to Config.pm to prevent access to the buttons for a queue.

But if not there, it might be an errant file. We can't tell, but the likely culprit for it happening on *one* queue is ACL.

Then again, the other option is the queue belonging to a group of which the agent that has the problems with the group, has no ability to do those things in the group.

[wizzbangca]

Config.pm hasn't been customized, that's where my confusion is coming from.

Yesterday there were no issues with the tickets in the queue. Everyone thought I fixed the queue. Keeping an eye on the queue for the now. Don't what know changed.