Ticketobject Group not visible

[DanielB]

Infos:

• Used Zammad version: 6.1
• Used Zammad installation type: source
• Operating system: Ubuntu
• Browser + version: Chrome+ Firefox all versions

Hi,

When a customer creates a ticket, they can choose between two groups.
However, the agents of the group cannot change the group in their view, as the Group object is not displayed to them.

Example: Customer opens ticket and selects group First Level.
First Level processes the ticket and wants to pass it on to Second Level, but this is not possible because the agents do not see the Group object.

How can I edit the object and also display it for agents?

Thanks.

[dominikklein]

By default, the group field should be visible. There are two possible reasons:

1. The agent has only permission for one group, then the field is hidden, because nothing can be changed.

2. A core workflow is configured which hides the field.

[DanielB]

1. was the “problem”.

Thanks for your help.