The wrong name displayed on ticket

Infos:

  • Used Zammad version: zammad V3.5
  • Used Zammad installation source: (source, package, …) : package
  • Operating system: centos7
  • Browser + version: chrome/firefox

Expected behavior:

My uses case:

  • An agent belong to a group
  • Groups can’t see each other tickets
  • An agent can be a customer for an other group and agent (both roles)

If an agent X open a ticket as a customer (demand of service) to another group , and one of his group members Y comment on the ticket the comment displayed by his name (Y)

Actual behavior:

  • If an agent X open a ticket as a customer (demand of service) to another group , and one of his group members Y comment on the ticket the comment displayed by the name of agent who opend the ticket X

Steps to reproduce the behavior:

  • agent X open a ticket as a customer and assign another group to it
  • agent Y (belong to the same group as X) comment on this ticket
    ->The comment is displayed as written by agent X

Smells like this issue:

You may want to update to Zammad 3.6.

I have updated zammad to V3.6 but the same issue persist !

What’s the article type…?
Please describe step by step what exactly you’re doing and how.

I have 3 groups A,B,C can’t see each others tickets
I have agent X and Y belong to the same group A

  • Agent X open a ticket as a customer fom web (outband call or received call)
  • Agent X assign the ticket to group B ( group B should work on the ticket)
  • Agent Y can see the ticket opened by his colleague and want to add a comment to add an information
    –> The comment Added by agent Y is displayed by the name of agent who opend the ticket X (should be agent Y) as mentionned an the image on the main question

I dont know if it’s clear or not!!

Because of the screenshot you shared and your description I currently expect the following:

  • Agent X and Agent Y do not have write / update / full permission on group B
  • Agent X and Agent Y are both in the same organisation
  • the organisation of said Agents is configured as shared organization
  • Both agents do not see more than the state on the right side of the ticket and also can not access the history of the ticket nor merge dialogue (customer mode)

If above assumptions are correct then both agents are technically customer of the ticket.
This means that Zammad behaves correctly and your permission setting is incorrect.

Yes What you have describe is correct, Could you please tell me why my permissions are configured incorrect?

For your agents being able to create new tickets in a specific group, they’ll need at least CREATE permission. If they shall also modify them (so add follow ups), they’ll need READ, CHANGE, CREATE permission.

See more input on this topic here:
https://admin-docs.zammad.org/en/latest/manage/groups/access-levels.html

Hello,

My agents has just the CREATE permission

And that’s exactly the reason why they’re viewing the ticket as customers.