Hi,
Are you working with OTRS.
------ Original Message ------
From: "Sujeeva Tissaarachchi" <[email protected]>
To: "User questions and discussions about OTRS." <[email protected]>
Sent: 12-02-2014 12:16:26
Subject: Re: [otrs] Customer reporting issue on myticket view
I would like to ask it in this way. How to filter the ticket visibility
in agent level. For example, Agent "A" should be able to see only the
tickets assigned to him. Not all the tickets in his group's queue
Best Regards,
Sujeeva Tissaarachchi
On Tuesday, 11 February 2014 11:19 PM, Marco Vannini
<[email protected]> wrote:
ok, I did some test.
bssdev (the company) has 160 user.
User marco is associated to bssdev and sees 52 open tickets (in both
views)
If I change the customer_id for marco from bssdev to a not existant,
framework shows me just 2 tickets for "my" (that is it right, are his
tickets) and "request new ticket" (0) for company.
as soon as I reset bssdev as customer_id at him all 52 tickets are back
to both views.
But let me check something else, there must be something around with
other account. I'll check and I'll update this post.
Thank you so much for now
2014-02-11 18:35 GMT+01:00 Gerald Young <[email protected]>:
> isn't this a site where to ask if anyone had similar problem and or
having found solutions?
Sure, but also, we can't be sure that we've found something that
specifically matches your experience.
For instance, if there is a one-to-one unique relationship with
CustomerUserID (login) and CustomerID, the "Company Tickets" will
exactly match "My Tickets"
If there are tickets from users with the same CustomerID but different
CustomerUserID (login), then it should be that tickets submitted by
CustomerA with CustomerID X will not show in CustomerB's "My Tickets"
but will show in "Company Tickets" for all customers with CustomerID
X.
What you've posted (actually, you have implied, but not outright
stated) is that CustomerB can see CustomerA's tickets in CustomerB's
"My Tickets". I can reasonably make an assumption that this is not
something that other people have encountered. If they had, I'm sure
this would have already been a big problem previously addressed in
v2.0.
> "on OTRS we are STILL viewing ticket in a wrong way, we are not able
to filter for user, can you solve please"
I'd need more information on what "in a wrong way" means, in explicit,
fixable terms, before I could tell you "hey, I encountered something
like this, and here's how it no longer is in a wrong way".
On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini
<[email protected]> wrote:
Hi Gerald, Sorry, you are right.
mainly: Inability to see a different list between "My Tickets" and
"Company Tickets"
All the ticket he saw in my ticket are indeed ticket related at his
company in any case
About the other:
What doesn't work? the filter on the client ticket
What is expected? to have 2 different views. 1 for client's ticket
and the other for company
What is experienced? that seems that the 2 views are showing the same
tickets
What has changed? ... the mail from the customer, as in normal ways,
is: "on OTRS we are STILL viewing ticket in a wrong way, we are not
able to filter for user, can you solve please ?"... but I've never
received an initial alert... recently I've updated to 3.2.14
What problems are caused by this? customer annoyance
How long has it been happening? dunno
Do other customers have this issue? seems not (tested just some not
all)
Are there any logs that indicate issues? doesn't seems to be error
or warning in http , mysql and otrs logs
Can you replicate the issue internally? on other system no. I have to
prepare a VM and export 600M.tgz to replicate. On the same system
yes. If you access customer interface with his account.
How would it be possible for random viewer of this list to replicate
your experience? dunno. isn't this a site where to ask if anyone had
similar problem and or having found solutions ?... I've badly exposed
my problem but maybe someone encountered something similar.
MV
2014-02-11 17:35 GMT+01:00 Gerald Young <[email protected]>:
What tickets can the customer see that are not his tickets? Is the
customer able to see ALL tickets in the system? Certain random
tickets that don't belong to him? Inability to see a different list
between "My Tickets" and "Company Tickets"?
This is hard to troubleshoot as stated in your request.
What doesn't work?
What is expected?
What is experienced?
What has changed?
What problems are caused by this?
How long has it been happening?
Do other customers have this issue?
Are there any logs that indicate issues?
Can you replicate the issue internally?
How would it be possible for random viewer of this list to replicate
your experience?
On Tue, Feb 11, 2014 at 11:22 AM, Marco Vannini
<[email protected]> wrote:
Hi there,
It's a long time that we didn't see. I hope that everyone and
everything are OK :)
Coming at the problem.
A "customer" is reporting that accessing at his web interface he is
not able to filter his tickets
(Action=CustomerTicketOverview;Subaction=MyTickets). I tested his
account and it seems he is right. It seems also that he is the only
one...
I tryed to check one of the ticket and article that is not
associated at him but I'm not able to find anything that can lead
me to a problem or misconfiguration.
I assumed that the ticket selection, in case of "myticket" was
performed selecting the otrs.ticket.customer_user_id but I guess
not at this point.
Do you have any hints for me ?
Thank you in advance
PS: I'm still on 3.2.14 due to the RH dependencies that I cannot
sadisfy for the 3.3 :(
Ciao !
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