Thank you for your time.

We have many departments configured, though I am administrator I did not have explicit access to this particular department and so menu was not appearing. After giving access it works fine. Every time I was checking ticket belonging to same department and hence couldn't find out.

Maybe if there is no permission can the entire menu be disabled or hidden to avoid confusion?

Thank you for taking the time to report back. 

I changed the status to "In Progress" so that I'll remember to try to emulate this issue on my end and determine if it is an osTicket or an osTicket Awesome issue.

I can't figure out how to reproduce this. It seems like a rare issue so I am going to mark it as Resolved for now.