As Zammad is a web application, it may be affected by Browser caching.
This means that after changing permissions, you most proberbly may want to relaod the agents browser session.
Note that reloading may take a moment, depending on your systems load to “take” the change. I’m talking about up to 5 minutes here, no longer. Zammad shouldn’t provide tickets within overviews you don’t have access to if they’re coming in new and thus couldn’t be cached yet.
Also, if opening a new ticket you didn’t open yet and no longer have access to should return permission denied.
Want to ensure that your agents reload?
Send them a message and enforce application reloading:
Thanks so much for your answer. I really appreciate your help and support.
Edit : Will check your above post just in case and confirm the test results
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