Agent cannot see his/her opened ticket nor the notification

nguyeli

Hi,
I have question on the OSTicket.

The problem is that the agent opened a ticket and received ''Access denied'' message. However, the ticket is registered successfully. But the thing is that the agent cannot see that ticket in his or her panel anymore and do not receive email in the inbox for that.

Could you please help to identify the problem?
osTicket (v1.15.2)

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details? (see Admin panel -> Dashboard -> Information)
Does the Agent have access to the department they created the ticket in?
Are they logging into their User account?
1.15.2 is old please update.