Tickets assigned to users do not appear in 'My tickets'

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.2-1759126881.7ccef40e.focal
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04.5 LTS
  • Browser + version: Chrome Version 143.0.7499.41

Expected behavior:

  • Assign ticket to user
  • User sees ticket in ‘My tickets’

Actual behavior:

  • User does not see the ticket in ‘My Tickets’ after it was assigned to him/her

Steps to reproduce the behavior:

  • Assign ticket
  • Let user check if ticket is found in ‘My tickets’ in his/her account

This behavior was observed since this friday, so to the users, it appeared suddenly. I do not get any errors from zammad so far. Is it possible, I need to reindex Elastic search? Or is there any other way I can check deeper for the error?

2

For me this sounds like a permission issue.
Is the agent allowed to see the group, this ticket belongs to?

I had a similar problem, when I changed the ldap filter and forget to take a look on the group permissions.

kind regards

3

Sadly no. I also assigned a ticket to myself. It shows in the dashboard, that I have 1 ticket assigned to me. However, it does not show up inside ‘My tickets’. LDAP is not used in our case.

4

The configuration of said overview might be a good call.

5

Yeap. That was the issue. One agent changed it without telling anyone. It works now again.

Thanks a lot!

6

You might want to consider allowing administrative stuff like overviews to worthy Agents only. :see_no_evil_monkey:

7

Yeah, we made that more strict after finding out :smiley: