[SOLVED] Change of name tickets not visible under open tickets

[aph]

One of my colleagues changed her last name. Accordingly her active directory credentials were changed. She is able to log into otrs with new credentials. She also has the correct role (in admin area under Agent <-> roles). The ownership / responsibility has been changed to the new identity as well.

However, she is not able to see tickets assigned to her in 'Open Tickets' dashlet under all ticket. Strangely, other agents can see the tickets assigned to her in that dashlet.

I'm a bit baffled. How do I resolve this.

[crythias]

check agents <-> groups

[aph]

There was a filter set using the 'old name' and hence the tickets assigned to the new name were not visible. On removing the filter, the problem was solved