Watching own tickets on another department (as an agent) - insufficient rights


  • Used Zammad version: 2.9.0-1552630367.0936ca8f.bionic
  • Used Zammad installation source: Repo
  • Operating system: Ubuntu 18.04
  • Browser + version: Firefox - newest

Expected behavior:

  • I am the Administrator and also in the IT Department. When I am opening a ticket to the Human Ressource Department, I want to see my ticket like if I where a customer.

Actual behavior:

  • I got the message: Opps… I’m sorry, but you have insufficient rights to open this Ticket.
    So if a person from the HR Department is sending a ticket to the Marketing Department it can’t see the ticket cause they haven’t got the rights to watch them.

This works just for customer who are not agents.
But if you are also an agents it doesn’t seem to work because they shouldn’t see sensible informations from other departments in the company.

Steps to reproduce the behavior:

  • Be a customer and be an agent
  • Be in a department and write to another department

1 Like

This (currently) works as designed, as Zammad does not support agents being customers at the moment.
This is subject to change, but for now unknown when.

This is quite a big change inside our core functions which will take time.
However, sending E-Mails to an Agent (so a normal mail reply) works as expected.

We’re currently searching for sponsors for this exact feature by the way:

Hi thank you very much for the fast reply.
That makes perfect sense, as changing the core infrastructure ist pretty heavy.

I have no doubt that with this awesome software you are finding soon a big company who can support you with the amount of money.

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