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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Znuny LTS and ((OTRS) Community Edition 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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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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    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    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
    OTRS newbie
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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
    OTRS newbie
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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 LTS and ((OTRS) Community Edition 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/

    Do you want to contribute or want to know why ?

    msksharma
    OTRS newbie
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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 LTS and ((OTRS) Community Edition 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/

    Do you want to contribute or want to know why ?

    msksharma
    OTRS newbie
    Posts: 81
    Joined: 24 Mar 2014, 13:58
    OTRS 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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