Hello people !
I have different queues, some of them belong to 'users' group and thus only
agents can write to these queues and some which belong to 'customers' group to
which both agents and customers can write their tickets via customer.pl.
By default customers fall into 'customers' group so they can only write to the
queues belonging to that group.
The problem is that when a customer writes to one of the queues which belongs
to 'customers' group and the ticket is then moved to one of the 'users' group
the ticket disappears from 'My Tickets' list and (s)he can no longer see it's
status or any other information relating to it. Moreover when one tries to
follow a link in an email notify message (one that sent when a message's moved
to other queue) to see the ticket e.g.
http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204
OTRS says:
No rights!
Message: No access!
Back
Nonetheless (s)he is able to see the ticket again when it's moved back to the
original ('customers') queue or to one of the others in 'customers' group.
I'd like tickets created by customers remain seen in 'My Tickets' list wherever
they moved. I haven't found anything helpful in Admin Manual, configs or
faq.otrs.org. Can I make use of such a feature OOTB or I should dig in sources ?
Thank you for support._______________________________________________
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