Hello,
When searching using specific queries, it results in an “Internal Server Error” page after a long period of time, but only if the search is performed by a non-super user (doesn’t have right SuperUser). I believe this is likely related to permissions, and the search timing out as it will need to check if that user has rights to access the ticket, ticket content, custom fields etc. However, we’ve noted that in some cases, performing the search again at a later date works.
When running the same search as a super user (has right SuperUser), it is fast (under ~10 seconds) and returns the expected results every time. However, the queries that are being used should return results that non-super users have access to anyway.
Has anyone else experienced this issue? Are there any specific logs I can check to troubleshoot this? Does anyone have any workarounds to resolve this issue?
Example query 1 (redacted):
Queue != ‘support’ AND Updated = ‘2025-02-15’ AND UpdatedBy ‘username’
Example query 2 (redacted):
Creator = ‘username’ AND Created > ‘2025-02-08’ AND Created < ‘2025-02-09’
RT version:
5.0.5 (on-premise)