Support

Hello,

I was seeking some guidance regarding an odd issue I have observed recently. I cannot fully confirm, but it may be related to the ATS 5.2.0 update.

Users can submit a ticket successfully and view the ticket via a direct link in the email confirmation that is sent. However, "My Tickets" does not show the new ticket for the user. For reference, users that had previous tickets before this issue surfaced, are still able to see the older tickets, just not the new ones.

Additionally, I have observed the "Tickets Info" module will show that the user has open tickets, even though "My Tickets" does not display them.

I have checked the category access level and specific permissions and it appears that the group(s) the user is a member have the appropriate permissions. 

It also appears this issue does not affect tickets of users who submit a ticket and are also  "Support Staff" for the category.

I am assuming that if it was ticket category permission issue, the user would not be able to create a ticket successfully?

Any guidance would be greatly appreciated. 

Thanks as always for the support!

Eric

As an update...I seem to have is issue with your ticket site as well. 

1.) I can access this ticket directly via the email notification

2.) However, I cannot see the ticket in "My Tickets". See attachment.

For reference, I have refreshed my browser multiple times.

Hello,

I have installed the dev version and it appears to have resolved this issue on our site. I can now see this ticket in "My Tickets" here as well.

I will continue to test various other user scenarios with this version and report back should something unexpected occur.

Thanks as always for the support!

Eric