Customer cant see tickets on backend

Moderator: crythias

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IXLabs
OTRS newbie
Posts: 43
Joined: 26 Mar 2013, 16:32
OTRS Version?: 3.2.2
Real Name: Nicolas Unterberger
Company: IXLabs

Customer cant see tickets on backend

Post by IXLabs »

Hi there.

Im facing a strange new issue when i tried to configure LDAP customer backend.
As a customer, i can authenticate against the LDAP, i can open a ticket and so on. But i can not see the ticket just created.
As a technician i can see it and add new followups and so on. Even the customer gets the confirmation email, but he can not see the ticket.
I give full access to the default group for the customers, clients, but no luck. And the log dont told me anything more.

Have anyone any idea why?

Thanks!

crythias
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Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA
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Re: Customer cant see tickets on backend

Post by crythias »

Customer can't see ticket because either the customer is logging in with a different username than that assigned to the ticket (for instance, he sent it by email and the email doesn't match what's in his name) or he's not allowed to see the ticket in this queue.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
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IXLabs
OTRS newbie
Posts: 43
Joined: 26 Mar 2013, 16:32
OTRS Version?: 3.2.2
Real Name: Nicolas Unterberger
Company: IXLabs

Re: Customer cant see tickets on backend

Post by IXLabs »

Thanks, the probleman was with some mappping that i did wrong.
Fixed and thanks !

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