[SOLVED] Insufficient Rights upon viewing ticket.

[immaBeans]

Hi Guys, Our company use OTRS 3.2.2 and it is linked in LDAP of company. Write now I encounter error upon viewing the customer's own ticket.

I use to disabled the "CustomerGroupSupport" so the queue uses users as group. and still it shows error "Insufficient Rights: No permission"

First, I want to know If my understanding is correct that if CustomerGroupSupport is disable it the users group is the default group.
Next is, when I enabled CustomerGroupSupport and use specific group in CustomerGroupAlwaysGroups. why I also generates error?
Lastly, Kindly help me to work with this. I'm so confused. But this is challenging.

Thank you everyone to view this topic.

[yuri0001]

Hi!
Even if you use only a group users, you have to give all customers the rights to it, at least -ro for viewing their tickets. If you use Customer group support you have to give for customers rights in all groups(and its queues) (where their ticket may be). Otherwise, clients will not be able to see their tickets when they are in the queues (which groups they have no access).

[immaBeans]

Thank you for your response sir,

If you use Customer group support you have to give for customers rights in all groups(and its queues) (where their ticket may be).

Sir, how can I customer rights in all group and its queues? Am i need to put all group to CustomerGroupAlwaysGroups.?

[crythias]

1) What does the log say about trying to view this ticket?
2) What queue is the ticket in?
3) What group is assigned to that queue?
4) Is the customer assigned to the ticket?
5) Is CustomerGroupSupport enabled or not?
6) If CustomerGroupSupport is enabled, is the customer a member of the group that is assigned to the queue in answer 3)?
7) If CustomerGroupSupport is not enabled, this shouldn't be an issue, and CustomerGroupAlwaysGroups is probably not relevant.
8) If it *is* still relevant, turn CustomerGroupSupport back on and make sure the Customer is a member of the group in answer 3), either directly or CustomerGroupAlwaysGroups

[immaBeans]

Thank you crythias.

This is the answer in the ff:
1) What does the log say about trying to view this ticket?
-Insufficient Right. Message No Permission!.
2) What queue is the ticket in?
-Problem
3) What group is assigned to that queue?
-CorpApp
4) Is the customer assigned to the ticket?
-The customer create that ticket.
5) Is CustomerGroupSupport enabled or not?
-It is disabled
Nothing happens.

[immaBeans]

Okay guys. Now I solved the problem. I accidentally change the "CustomerTicket::Permission###1-GroupCheck". The "Granted" and "Required".
Thank you crythias and yuri. See the image below, tp see what Im talking about


It always should be
Granted:1
Required:0