Custom Department Ticket Access denied

puccibox

Hallo, i've installed last osticket, first I modified the default department with the name of our main department, and every thing was working like a charm, but then i decided to create another department, Management, with an Agent inside, the agent belongs to this department, and has permissions set to full access, i've created a custom category which has this department, and from user interface i see tickets going is in that department, but when i log in the agent view i don't see those tickets , i can search them with advanced ticket search but trying to opening give me an access denied error.

KevinTheJedi

puccibox

Then either the agent doesn’t have access to the department or the agent is limited to only assigned tickets. I would encourage you to review their account under Admin Panel > Agents > Agents and see.

Cheers.

puccibox

thanks for reply, i've noticed that those "denied" tickets have no assigned agent, i'm trying to figure out how to give this permission, if i open a ticket from the agent view itself and setting this agent as the assignee then it works ( and in "assigned to" field it appears
thanks i give it a try

puccibox

I'm using italian translation, but it appears correct to me, where do i set access even if ticket is not directly assigned?

KevinTheJedi

puccibox

Check the first tab labeled Account under the Agent's account and look at the "Status and Settings" section:

Make sure "Limit ticket access to ONLY assigned tickets" is unchecked (disabled).

Cheers.

puccibox

Thanks, now it works even if i have to put vacation mode to avoid agent to have also admin panel, i just want these agents view some particular ticket and transfer/assing them to other departmens, as a sort of approval method, now it appears to work thanks !