SOLVED using the CustomerTicketOverview.pm version presents in github for branch 3.2
2014-02-12 11:44 GMT+01:00 Marco Vannini <[email protected]>: > Analyzing CustomerTicketOverview.pm against github I saw that a bug is > presents: > > http://bugs.otrs.org/show_bug.cgi?id=10212 > > > > Trying to apply the non 3.3 version ... > > > > > > > > 2014-02-12 11:01 GMT+01:00 Marco Vannini <[email protected]>: > > Ok , the previous select extracts "all" tickets. I don't know if the value >> is working as aspected if I'm on "myticket" but in any case, the select >> that fetch open ticket is: >> >> mysql> SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq >> ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11, >> 13, 4, 6, 7, 8 ) AND ((st.customer_id) IN (('7666')) OR >> st.customer_user_id = 'e-orgitanog') AND sq.group_id IN (1, 1, 22, 23, 24, >> 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53, 54, 74, 88, 89, 90) >> LIMIT 10000; >> +------------------------+ >> | COUNT(DISTINCT(st.id)) | >> +------------------------+ >> | 53 | >> +------------------------+ >> >> >> but should be (IMHO) but it is not. >> mysql> SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq >> ON sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11, >> 13, 4, 6, 7, 8 ) AND st.customer_user_id = 'e-orgitanog' AND sq.group_id >> IN (1, 1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, >> 53, 54, 7 >> 4, 88, 89, 90) LIMIT 10000 >> -> ; >> +------------------------+ >> | COUNT(DISTINCT(st.id)) | >> +------------------------+ >> | 2 | >> +------------------------+ >> 1 row in set (0.00 sec) >> >> >> Seems that the same behaviour is the same for all the customer but they >> didn't reported to me before... :( >> >> >> >> >> >> 2014-02-12 10:16 GMT+01:00 Neeraj Kumar <[email protected]>: >> >> 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 ! >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >
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