I can't observe the customer's tickets in Agent's side

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manueljimenez
OTRS newbie
Posts: 3
Joined: 24 Jul 2018, 11:25
OTRS Version?: otrs-3.0.11-03
Real Name: Manuel Jiménez
Company: Italtel

I can't observe the customer's tickets in Agent's side

Post by manueljimenez » 24 Jul 2018, 16:31

Hello everybody,

I am using the OTRS test version of 14 days. For one side, is created one customer and for the other side is created "Agents" (Dashboard).

The issue is that the tickets that I create with the customer not appear in the side of "Agents", only I can see the default ticket: "Welcome to Managed OTRS!". Also I create customers from the "Admin" side, but then I can´t log them.

Any idea of what is my error?

Best regards,

:)

jojo
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Posts: 14387
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
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Re: I can't observe the customer's tickets in Agent's side

Post by jojo » 24 Jul 2018, 17:36

First I suggest to contact the OTRS sales team for support on the managed trial.

2nd you might not have assigned permissions to the agents? Or did you use the correct customer interface of your managed trial
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

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manueljimenez
OTRS newbie
Posts: 3
Joined: 24 Jul 2018, 11:25
OTRS Version?: otrs-3.0.11-03
Real Name: Manuel Jiménez
Company: Italtel

Re: I can't observe the customer's tickets in Agent's side

Post by manueljimenez » 25 Jul 2018, 09:38

Hello,

Thanks for the reply jojo. The main problem that I see is that in the side of customer the queue is: Sales, and in the side of the agents the queues are Junk, Misc, Raw. The queues not match. Hovewer, now I have asked this issue to OTRS sales, as soon as possible, I will share information here.

Any other suggestion for here will be welcome.


Best regards. :D

jojo
Moderator
Posts: 14387
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: I can't observe the customer's tickets in Agent's side

Post by jojo » 25 Jul 2018, 09:59

So most likely you created the tickets in the system of the OTRS group and not your demo instance!
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

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