Overview shows Tickets, that my Key-User doesnt see but they should

[MrPool]

• Used Zammad version: 6.3.1.17

Hi there,

long Story short, I built a Overview for our Key-Users (we are at the beginning of using Zammad). The Key-Users should not see all Ticket (only the customer Tickets, not the tagged Tickets like internal IT etc.). So the Overview Build (not using Expert Mode) looks like this:

There you can see, that it shows 6 of the 27 Tickets as an Example.
In my Overview as Admin should there be more Tickets seen:

If you look at the User GUI there are only 3 Tickts shown:

But there are more Tickets fit in the criteria and should be seen by the User.

I really dont know if I did something wrong or if its a Bug.

Greetings
Andre

[Sal]

Need more information to say whether or not your overview as admin should show more. Overviews should show what they are setup to show. Even as an admin, you can configure it so that you only see certain tickets.

I’m assuming you created an overview called ‘Open Tickets’ and made that overview available to ‘Agent’ with no restrictions to users.

For your users only seeing 3 of the 6 tickets. Assuming the first image is the overview in the last image, I would start looking at other factors that can limit what a user can see like Roles and Groups.

Even though your overview shows 6 tickets in the one, there could be something else that is limiting it to 3 for that user.