conflict between user-client and agent-staff? - User cannot see ticket after becoming an agent-staff

dnaman

currently running:osTicket v1.9.5PHP v5.4.7Host OS: Win 7 ProSummary: (very wordy I know but I'm not sure how to phrase this otherwise)A new ticket was opened by me (agent) for an end-user who had no previous tickets in the system. During the ticket creation I manually typed her email and full name into the popup and all went well. The end-user had no reason to try to look at her ticket and a couple of days passed.As I am rolling this install out across our company I later decided to create a new department, group, team and agent entry for this same person in osTicket. I selected the LDAP method for authentication (which is working fine) and asked the end-user to try to log in. She was able to log in but was prompted to change her password which made no sense to me. I was thinking that this might have had something to do with the automated welcome message being sent with a link that seems to have a password reset variable in the url... So I deleted her account and tried again with the same prompt. I then changed her authentication type to local and just had her use this 'for now'.The problem is that she does not see the ticket that I had previously opened for her days before (when she was not a staff-agent). I have seemingly looked in all of the DB tables to see if maybe there is an entry for the user that I manually typed into the 'New Ticket' SEARCH screen as compared to her actual staff-agent account now.This is bizarre and seems to be the same issue with her colleague who I've also created a ticket for prior to creating a staff account for them.After all of this neither of these staff account can be switched back to LDAP for authentication as osTicket keeps prompting them to change their password.Let me know your thoughts.Thank you.

ntozier

Agent accounts are not user accounts. i.e. it's not her ticket. For her to have access to the ticket she has to have access to the department the ticket was assigned to.If she logged in as a client (user) she would see her ticket.

dnaman

Further to this I have been reviewing the data within the DB tables and the employee has both a user and staff account with assigned IDs as do my own entries.ost_userid=8default_email_id=8ost_staffstaff_id=18When I look at a new ticket that I've just created:ost_ticketticket_id=23user_id=8user_email_id=0staff_id=0The staff_id=0 is what concerns me on this, why would it not be assigned to 18 in this particular case?I know that this still doesn't address the LDAP issue with prompting for a password change but let's see if we can solve this to start.Thanks again.

dnaman

"Agent accounts are not user accounts. i.e. it's not her ticket.

For her to have access to the ticket she has to have access to the department the ticket was assigned to.

If she logged in as a client (user) she would see her ticket." ntozierOk this is where I was concerned about the potential confusion with many of our employees also wearing their 'agent' hat. So I have to have a separate user account for each agent? I think that I get an error of duplicate email address when I try to create one.What might be the preferred approach to this for me? I do want all employees to be users of osTicket but we do have many back office support people who will greatly benefit from leveraging the system. I've already said that this will not just be an ISIT helpdesk system. ;)

dnaman

I see the difference now and have these same two employees working as expected it seems.They can each log in to the user panel to see their support requests (they need support on) and they can log in to the Agent panel to manage support requests that they have open and been assigned to etc...Is there a reason why they need to log in to the user panel with their full email address instead of just their username that is assigned to their agent account (yes they are using LDAP)? My account behaves the way that I would prefer, I can use firstinitiall lastname (IE: flastname)for bot the user and agent panels.Let me know your thoughts.Thank you.

peter

You'll need to set the username on the user's accounts in Agent Panel > User Directory

nick_mccann

You need to change their username. When you register them, you enter their e-mail address and while that can always be used to login, it sets their username as their e-mail.On the Agent Panel go to Users and select the user whose username you want to change.Click the Manage Account button.In the pop-up window, click the Manage Access tab.Type in their preferred username (flastname)Hope that helps.

dnaman

This is fantastic Peter and Nick.Thank you!