Disappearing Queues from new ticket selections

kruegerM · Post by **kruegerM** » 18 Nov 2015, 22:00

OTRS 4.0.11
We recently migrated from 3.3.8 to 4.0.11
Our system has 14 top-level queues; one of them has many sub queues and sub-sub queues
All agents have full access to all queues.
When creating a new Phone Ticket, all the queues are listed.
If you select any queue in the queue/sub-queue tree, all is fine
If you select one of the other 13 top-level queues, the selection reverts to the default (-) and the 13 top level queues disappear from the drop-down. The one queue/sub-queue tree is all that displays.
We do have a custom 'AgentTicketPhone.tt' file, but there is no code controlling the queue drop-down list. We did change the "Dest" label from 'To queue' to 'Queue'.

Totally baffled.