Tickets not in queue view

[RickyA]

Hi otrs guru's

i installed otrs 2.4.7:ITSM local on a windows 7 laptop. I made some groups and queues and gave everyone the right permissions. Now i added some new states, and if i use those new states in the tickets and move them from one queue to another queue they aren't visible in any queue view. So the agent doesn't see the ticket and can't select it out of the queue view, but if he search for the ticket. The ticket is found. If i use a state that comes by default if you install otrs the ticket is visible in every queue view.

Am i missing something? Please help me.. I don't understand what causes the system to do this.

Thanks in advance.

Regards,

ricky

[crythias]

Did you make certain that the agents have permissions to the other queues? Are the agents looking at "My Queues" instead of "All" and they don't have the other queues selected in their "My Queues" in preferences?

[RickyA]

Hi crythias,

They don't see the tickets in there own queue if it was moved from another queue. This only happens if i use my own states. If i use a default state like "open" it suddenly appears in the queue.

for example a phoneticket is being made with the state "new" the agent sees the ticket and changes the state to one of my own state and then moves the ticket to another queue "LAB". The agent that has to see the ticket in the queueview doesn't see it. He does get a mail notification and if he searches for the ticket he wil find the ticket is he searches on queue "LAB". If he opens the ticket, the ticket queue is "LAB" but the ticket is not visible in the LAB queue and unlocked.

This also happens if i make a new phone ticket and put my own state and select my queue, but don't make my self owner. The ticket doesn't appear in my queue view.

So i already installed it a view times and tried different scenarios but still the systems acts weird on windows.

[crythias]

I'm unable to make a complete lookup at this time but your addition of your own state is relevant. You'll want to make that custom state listed in the sysconfig where open states are configured.