Agents cannot see closed tickets

ToCaMLD

I'm using osTicket v1.18.1 with a Dutch language pack and the following plugins:

Attachments on the filesystem 0.3
Help Desk Audit 0.1
Oauth2 Client 0.6
Two Factor Authenticator 0.3 (disabled)

I have two departments and in one departments agents can only see the tickets they're assigned to. When they close a ticket, they cannot see those tickets anymore. I've got the 'Auto-assign on closing' enabled but that makes no difference. I've tried different cases with a test user but I cannot get these agents to see the closed tickets.

Is there anything else I can do or check? Preferably without altering code?

KevinTheJedi

ToCaMLD

You're actually talking about the "Auto-refer on Close" setting, right? If so, they will need to search for the Referred closed Tickets by number, subject, owner's email, etc. to find it. There is a separate open discussion on this forum where we suspect it is an oversight in the code where the Closed Queue(s) aren't including the Referred Tickets. But I'm not sure if this is intentional or not so it's still open for review (until I can talk with the team about it). Current, legacy, codebase is in maintenance mode so any development, review, etc. is lower on the priority list so we can shift most of our focus on v2.0. This means it will likely take some time before this is reviewed. You can take a crack at it yourself if you want to speed up the process.

Cheers.