User cannot see tickets in Queue but can access via ticket number

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msksharma
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User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

One of the users cannot see tickets in Queue. Please see screenshot

He navigates to the ARM Support->_Brazil queue where I and other users can see two tickets. But Person X doesn't see the tickets. In the screen shot you can see that there should be two tickets in the Brazil queue, but they don't show up for him.
We already did some checks:
• He can access tickets which are in the queue if he directly goes to the ticket through the ticket number search, so the system allows him to see the content.
• I already disabled and enabled his user account and also removed his preferred queues, etc. But it all didn't help.

Could u please help us out?

Our OTRS version is 6.0.26

Regards,
Krishna M S
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root
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Re: User cannot see tickets in Queue but can access via ticket number

Post by root »

Hi,

Probably your use has a filter configured. Check the upper right corner for a trash bin.

- Roy
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msksharma
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Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

I am unable to locate the filter. Could u please provide a screenshot?

Sorry i am new to OTRS.

Regards,
Krishna M S
root
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Re: User cannot see tickets in Queue but can access via ticket number

Post by root »

Here you go:
2021-01-11 at 4.45 PM.png
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wurzel
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Re: User cannot see tickets in Queue but can access via ticket number

Post by wurzel »

Hi,

maybe they are located in sub-queues?
Maybe your Queue Index is not up to date?

Flo
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msksharma
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Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

Yes, they are located under sub-queues.

Please let me know to reset the queue index.

Regards,
Krishna M S
msksharma
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Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

I got a confirmation from the user that he does not have the thrash bin option in his Queue view

I am attaching the screnshot for your reference.

Please help me out.

Regards,
Krishna M S
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msksharma
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Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

Strangely, this is happening for only one user. For the rest of the users, it is working fine.

Regards,
Krishna M S
msksharma
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Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi All,

I checked all settings but did not find a solution for this.

We have tried to reset the permissions but the outcome is the same.

Does anyone have a solution for this?

Regards,
Krishna M S
msksharma
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Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

What is surprising is that when the end user has created a template to search for the Queue with open tickets and it is working.

Regards,
Krishna M S
root
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Re: User cannot see tickets in Queue but can access via ticket number

Post by root »

Hi,

rebuilding the queue index could help. Run as OTRS user this command

Code: Select all

bin/otrs.Console.pl Maint::Ticket::QueueIndexRebuild
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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msksharma
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Znuny Version: 6.0.26
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Company: Toradex AG

Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

Do i i have to stop/restart Apache daemon while i run this command?

Regards,
Krishna M S
root
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Re: User cannot see tickets in Queue but can access via ticket number

Post by root »

msksharma wrote: 19 Jan 2021, 17:21 Do i i have to stop/restart Apache daemon while i run this command?
I've never did this, I just run the command


- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

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msksharma
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Posts: 90
Joined: 24 Mar 2014, 13:58
Znuny Version: 6.0.26
Real Name: Krishna M S
Company: Toradex AG

Re: User cannot see tickets in Queue but can access via ticket number

Post by msksharma »

Hi,

Even after running the command, the output is the same.

Regards,
Krishna M S
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