Some tickets do not appear in the "open" section

antrouss

Osticket: v1.10php: 5.6.33Hello!We had some emails that were fetched from osticket. These tickets were created, but they didn't show up in the open tickets section.Our agent saw the ticket only when she searched with the email address of the client. It is not a department problem, the agent has access to the department that the ticket was created.Have you got any idea why this happened?Thank you in advance.

ntozier

It sounds like the tickets are in a department that the agent does not have access to. (even though you say thats not the case). In my experience it's either that or no ticket was created.

ramrajone

You may have checked box "Limit ticket access to ONLY assigned tickets"Under Agents>Account>Status and Settings

ntozier

Thats also true. :)