Tech is unable to see any new tickets in the group tickets when she clicks on the group ticket. It is visible after assigning it to a tech. We have noticed the following * There is no notification in the group tickets that she has received new tickets. However, those new tickets are notified via email. * The newly created tickets appear in the search results when she searches for them. * Tech is already in the group.

New ticket not visible in group tickets for tech

Tech is unable to see any new tickets in the group tickets when she clicks on the group ticket. It is visible after assigning it to a tech.

We have noticed the following

There is no notification in the group tickets that she has received new tickets. However, those new tickets are notified via email.
The newly created tickets appear in the search results when she searches for them.
Tech is already in the group.

Likely to be the Techs membership of a Location Group or Department Group as visibility might be affected by this.

Make sure that she isn't configured as a client admin, as this can mask tickets views

Do they have a new Status type? There is an option in Status types to include it in the Group ticket view, make sure that is checked.