10 Unowned tickets showing nothing

RT Users
1

Hello,
I’ve a problem with RT4’s “N” newest unowned tickets:
If I don’t have permission to see the system wide newest tickets, I won’t see anything.
I mean, the system first extract the list, then decides if I have permission to see the tickets. Is there a way to fix this?

thanks

2

Hi,

Have you tried to set the right on the queue itself for the group or user ?
Go the Tools > Configuration > Queues > select your queue > Group Rights or
User Rights : set the “View queue” (SeeQueue) and “View Ticket summaries”
(ShowTicket) rights.

On my side, I also encounter a problem on my RT 4.0.6 installation.
We have multiple queues directly populated by different incoming addresses.
The “10 newest unowned tickets” then show only a limited number of tickets
that he is allowed to see.

Let me explain it the other way. Searching for unowned tickets using the
following query : Owner = ‘Nobody’ AND ( Status = ‘new’ OR Status = ‘open’
)
The result page show me the title “Found 11 tickets” and the list shows
only the 5 tickets the users is allowed to see due to its group rights.
When going back to the RT at a glance, the “10 newest unowned tickets” only
shows 4 tickets !

My conclusion is that the list of 11 tickets is truncated to 10 tickets and
then only the one tickets from the authorized queues are shown. I’m
wondering if it’s a bug of the “10 newest unowned tickets” box or a missing
right.

Best regards,
XavierOn 1 March 2013 16:49, Diego Roccia diego.roccia@subito.it wrote:

Hello,
I’ve a problem with RT4’s “N” newest unowned tickets:
If I don’t have permission to see the system wide newest tickets, I won’t
see anything.
I mean, the system first extract the list, then decides if I have
permission to see the tickets. Is there a way to fix this?

thanks

–
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T

3

Hi Xavier,
This is exactly the problem I’m experiencing

thanks
Diego Roccia - System&Network Admin - Subito.it

----- Messaggio originale -----

4

I’ve a problem with RT4’s “N” newest unowned tickets:
If I don’t have permission to see the system wide newest tickets, I won’t see anything.
I mean, the system first extract the list, then decides if I have permission to see the tickets. Is there a way to fix this?

You probably want to turn this config option on.

http://bestpractical.com/rt/docs/latest/RT_Config.html#UseSQLForACLChecks

It’s going to be defaulted on for 4.2, and while it does perform weirdly
in some rights configurations, it’s almost certainly the fix you’re
looking for.

-kevin

5

Exactly what I was looking for

thanks

Diego Roccia - System&Network Admin - Subito.it

----- Messaggio originale -----> On Fri, Mar 01, 2013 at 04:49:17PM +0100, Diego Roccia wrote:

I’ve a problem with RT4’s “N” newest unowned tickets:
If I don’t have permission to see the system wide newest tickets, I
won’t see anything.
I mean, the system first extract the list, then decides if I have
permission to see the tickets. Is there a way to fix this?

You probably want to turn this config option on.

RT Config - RT 5.0.5 Documentation - Best Practical

It’s going to be defaulted on for 4.2, and while it does perform
weirdly
in some rights configurations, it’s almost certainly the fix you’re
looking for.

-kevin

–
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html

Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T