[Solved]Search in Customer is different from search in Agent

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EXG133
OTRS expert
Posts: 217
Joined: 06 Aug 2012, 18:12
OTRS Version?: 3.1.7 & 4.04

[Solved]Search in Customer is different from search in Agent

Post by EXG133 »

Hi again,

I noticed the following:

I search for tickets in Agent interface on 'customerID'. Result: all the tickets that I've ever created, through mail, agent interface or customer interface

I search for tickets in Customer interface on 'customerID'. Result: ONLY the single ticket that I've created through the customer interface is shown.

Is this intended? I don't do any other filtering during the search.
Last edited by EXG133 on 27 Sep 2012, 12:47, edited 1 time in total.

CSL
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Joined: 11 Nov 2011, 19:27
OTRS Version?: 3.0.11

Re: Search in Customer is different from search in Agent

Post by CSL »

Do you have Customer group support enabled? This would limit the tickets that the customer can see to the specific queues assigned to their group.

If not, then your customer will be able to see (by default) all tickets that have been assigned their Customer ID in the 'Company Tickets' view. If you are searching for a different Customer ID (eg not their own) then they won't be able to see those tickets.
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crythias
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Re: Search in Customer is different from search in Agent

Post by crythias »

Or, alternatively, any tickets in queues not in the "users" (by default) group will not be seen on the customer side.
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EXG133
OTRS expert
Posts: 217
Joined: 06 Aug 2012, 18:12
OTRS Version?: 3.1.7 & 4.04

Re: Search in Customer is different from search in Agent

Post by EXG133 »

OK I've figured it out.

I first created Groups for Agents and Customers, which worked fine.
I then discovered Roles & made one for my agents, which worked fine.
Afterwards I made a Role for customers, which I didn't test immediately (doh!).
Then a few days later I was testing something else and noticed I was missing tickets.

I switched the customers back to one single group with R/W on my queues and hurray, there were my tickets :D

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