The Agent account Pedro does not appear to have access to the Department or Team that the ticket was put in.

    Nah, its a common mistake. ?

    Have a great day!

      5 days later

      When you go to the User Directory, if they have tickets is shows you in () after their name.
      That User (email) does not appear to have any tickets. The number is displayed after their name even if you do not have access to their tickets.

        LeanLord What version of osTicket are you on now? You were 1.10 when this thread started, but apparently upgraded to 1.12 at the end of last week ? Did you revert to 1.10 or stay on 1.12? Also, what version of PHP is running on the server?

        The screenshot above looks odd, as even if no tickets are visible, you should at least get the empty table like you did in your first screenshot.

            LeanLord If PHP is less than 5.6, you'll get a few things that won't work. If you're running 5.5 or earlier, you'll need to upgrade (ideally to version 7.x, just not 7.3!) but 5.6 will suffice.

            I'm running 7.2, and everything is working perfectly here (or if it isn't, I haven't noticed!) ?

                LeanLord It depends on the server OS you're using. If Linux based, you should just be able to use the built in upgrade utility (dnf, apt, etc...), and if it's Windows you'll need to download and install the new version from php.net

                If downloading from php.net, make sure you don't get version 7.3! osTicket is (currently) only supported up to 7.2

                    LeanLord I should add that it's generally better to upgrade PHP via the same method it was initially installed. If you installed it via an update manager such as dnf, apt or some WAMP package, then upgrade that way. If it was manually installed, do the same when upgrading ?

                      LeanLord You'll need to tell your web server to use the new installation, although in most cases this will be automatic. Easiest way to check is to go to Admin -> Dashboard -> Information, or upload a phpinfo file.

                      Note that you'll need to restart your web server in order for the new version to be picked up!

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