Queues not showing all tickets

CaseySC

Hello! I'm using v1.18.2, and we're having a couple issues with viewing ticket queues. The first issue is that the main ticket list shows 9 tickets open, however only a few are listed. Going into the queue configuration for Open tickets, the Preview lists them as they should be (TMK):

However when I go into the Agent Panel, I only see 4 of the 9:

Additionally, one of our other admins, occasionally cannot view tickets, getting an Access Denied error:

It says there are 500 tickets, but there should be ₉. So lots going on here lol!

I've searched the forums and the Internets and haven't found anyone else with these specific issues.

KevinTheJedi

CaseySC

Searches hardcode the 500 count so that's expected for now.

Being that they can search but not click on them means they have the option "Search — See all tickets in search results, regardless of access" enabled (Admin Panel > Agents > Agents > Permissions > Miscellaneous) so they can search for them just not access them.

As far as seeing some in preview vs actual queue I'm not sure. Can you provide more information? What's different between the ones shown on the main queue vs the preview?

Cheers.

CaseySC

KevinTheJedi OK, I think we have this figured out. The visibility of groups and teams was the issue. Users were putting in test tickets while we figured this out, but putting them in departments we (the other admin and myself) were not a part of. Once I searched for tickets with a generic enough search to get them all, they showed up, and I was able to check which department they were part of. So I added both of us to all groups and like magic: all the tickets showed up! I feel silly now! But, we learned a lot more about how it works so we can continue customizing to suit our needs!

genx88

you can set agent permission to open other ticket own by other department, without that only ticket assign to agent is shown