Upon login of any user who can be assigned tickets, the first ticket the user creates can only be assigned to that user. There are no other users available in the "Assigned" dropdown. Once the first ticket has been created, the user can assign subsequent new tickets to any user until the user logs out. Each time the user logs in, this problem affects the first created ticket.

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#2 permissions.png129.4 KBraddevon

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namalik’s picture

namalik commented

Just checked it and I cannot reproduce this error. When I login as a user who has access to the client tickets (that is, he can be assigned the tickets), I created new ticket and i can see all other users in the assigned dropdown list who have access to the client tickets and can be assigned tickets..

Perhaps some thing to do with your permissions. You can give us a screen shot of your support module permission setting (and let us have some details to comprehend it based on your business requirements), and perhaps someone will be able to help you..

Regards,

raddevon’s picture

raddevon commented
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new permissions.png129.4 KB

I have attached my permissions. I work in a school system. I have a role for each technician to allow them to see only tickets assigned to them. I also have a role for each school so they may add tickets for only their school. Anyone can assign a ticket to anyone else. I recently removed the permission for "can assign tickets to self" as troubleshooting for this problem, but the behavior is the same with or without that permission.

Thank you for your help.

raddevon’s picture

raddevon commented

I have tried tinkering with permissions, but even users with full permissions are unable to assign the first ticket to anyone else. Does anyone have any ideas?

Pixep’s picture

Pixep commented

Got the same problem too. After having a look at the code, it seems that you have to have both permissions "assign ticket to anyone" AND "administer support" to be able to assign tickets to anyone when creating it.

Adding this permission worked for me, and still doesn't make support ticket admin visible. Doesn't seems very "logical" to me, maybe this is just the label which is confusing to me.

By revoking permission, users were still able to assign it to anyone on creation.

My bad, this permission doesn't change anything for your problem, but the solution I found is clicking on "Support Tickets" > "Client label" > "Create new ticket", instead of "Create content" > "Support ticket". Doing so, Client is preselected, and ticket can be assigned to anybody on creation.

raddevon’s picture

raddevon commented
Status: Active » Closed (fixed)

I started having another unrelated problem. I was unable to create vocabularies. This made me think perhaps something was wrong with my drupal install altogether. I needed to upgrade the core anyway so I went ahead and performed the upgrade. Now, everything is working properly!

Thanks to everyone for your help.