OTRS - Only tickets are shown in queues where agents have "rw" permission

Posted Tue, 06/10/2009 - 18:09 by andreas

 

Problem description:

Agents only see tickets in queues where they have "rw" permission on. Even the granting of all rights (except rw) didn't solve the problem.

 

Solution:

By default in OTRS only queues are shown where the agent has "rw" rights. By adjusting a setting in the sysconfig this behavior can be changed.

 

Procedure:

  • In the admin are click on "Sysconfig"
  • Search for the string "ViewAllPossibleTickets"
  • Set : Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets to "yes"
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