[otrs] I don't see tickets in My Queues

[f***@stp-presse.fr]

<FONT face="Default Sans Serif,Verdana,Arial,Helvetica,sans-serif" size=2><DIV>Hi,</DIV><DIV>&nbsp;</DIV><DIV>when I access on the home page of the system, My Queues is always empty (My Queues (0)) even if i have open tickets (Tickets : 2)</DIV><DIV>&nbsp;</DIV><DIV>Is it normal or do I have to change something ?</DIV><DIV>&nbsp;</DIV><DIV>Is it possible to see tickets directly on this page ?</DIV></FONT>

[a***@stv.su]

Post by f***@stp-presse.fr
Hi,
 
when I access on the home page of the system, My Queues is always empty (My
Queues (0)) even if i have open tickets (Tickets : 2)
Is it normal or do I have to change something ?
 
Is it possible to see tickets directly on this page ?

Hi.
Did you select that queue as 'your queue' in account preferences?

[Tobias Lütticke]

Hi,

I seem to have the same or at least a similar problem. Have you been able to solve it in
the meantime? I haven't been able to spot an answer on the mailing list.

I am using OTRS 2.0.4 and tickets do not show up in my queue. However, they do if a assign
full rigths (rw) to the group assigned to the queue. No lesser subset of rights is sufficient.
I thought that even ro (read only) must be enough just to see the ticket.

Your suggestions on the URL structure did not have any effect within my setup.

Any ideas appreciated.

Cheers
TObias
--
Tobias Lütticke

Post by f***@stp-presse.fr
Hi,
when I access on the home page of the system, My Queues is always empty
(My Queues (0)) even if i have open tickets (Tickets : 2)
Is it normal or do I have to change something ?
Is it possible to see tickets directly on this page ?
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[Tobias Lütticke]

Hi,

some more searching and I found this entry in the bug database:

"Giving an Agent only RO access to a queue results in no tickets":
http://bugs.otrs.org/show_bug.cgi?id=350

This was the solution:

<quote>
there is a config option to show also ro queues in the
Queue view (not just rw queues).

Kernel/Config.pm

# QueueViewAllPossibleTickets
# (show all ro and rw queues - not just rw queues)
$Self->{QueueViewAllPossibleTickets} = 0;
</quote>

I configured as described and it worked. Interestingly, the bug's status is REOPENED for
OTRS 2.0.4.

BTW, the My Queues setting has nothing to do with this issue as it only affects the
sending of notices.

HTH,
Tobias
--
Tobias Lütticke

Post by Tobias Lütticke
Hi,
I seem to have the same or at least a similar problem. Have you been able to solve it in
the meantime? I haven't been able to spot an answer on the mailing list.
I am using OTRS 2.0.4 and tickets do not show up in my queue. However, they do if a assign
full rigths (rw) to the group assigned to the queue. No lesser subset of rights is sufficient.
I thought that even ro (read only) must be enough just to see the ticket.
Your suggestions on the URL structure did not have any effect within my setup.
Any ideas appreciated.
Cheers
TObias