Missing "take" link for some users

RT Users
1

RT 3.6.1

We have four users on this system. In “10 newest unowned tickets”, one
user has the ticket number as a link and also a ‘take’ link; the other
three users have only a plain-text ticket number and no take link.

At first I thought this was down to permissions, but I have granted one
use full global permissions and there has been no change.

Where should I be looking to try to resolve this?

Thanks,
Keith

2

Any suggestions that could help with this? I had one off-list suggestion
to make sure that the user logged out/in after the permission change,
which was being done.

Thanks,
Keith

3

Kieth,

Do they have the "OwnTicket" right for that queue?

Kenn
LBNLOn 2/22/2008 11:45 AM, Keith Edmunds wrote:

Any suggestions that could help with this? I had one off-list suggestion
to make sure that the user logged out/in after the permission change,
which was being done.

Thanks,
Keith

RT 3.6.1

We have four users on this system. In “10 newest unowned tickets”, one
user has the ticket number as a link and also a ‘take’ link; the other
three users have only a plain-text ticket number and no take link.

At first I thought this was down to permissions, but I have granted one
use full global permissions and there has been no change.

Where should I be looking to try to resolve this?

Thanks,
Keith

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4

Do they have the “OwnTicket” right for that queue?

Yes, the user (for testing purposes) has full rights.

Thanks,
Keith

5

Do they have the “OwnTicket” right for that queue?

Yes, the user (for testing purposes) has full rights.

Maybe those users have different “RT at a glance” than global “RT at a
glance”.

Look at the query used in his “RT at a glance”, go on “advanced” in the
query builder and look the displya template to control if there is
links.

6

Sorry to reactivate this thread, but I’m stumped by this. I’m not even
sure what to do to start resolving it.

The problem:

RT 3.6.1: We have four users on this system. In “10 newest unowned tickets”, one
user has the ticket number as a link and also a ‘take’ link; the other
three users have only a plain-text ticket number and no take link.

What I’ve checked/done so far:

  • one affected user has been granted full global permissions
  • that user has logged out and back in
  • that user, and the one that works, have the query for the unowned tickets
  • they both have the same display template

Where can I look next?

Thanks,
Keith

7

Keith,

It's all about the privileges. If you are NEVER going to have more than

a few users, then I suppose granting rights to users would be OK, but we
prefer to put users in groups that have “like” privileges, that way we
don’t have to wonder why Bob can do it and Frank can’t. Granting Global
“All Powerful” rights all over the place can also bit you in the rear as
well. No on can possibly recommend what rights to grant unless they know
your specific infrastructure and how you want to deal with
tickets/users/requestors. There is some good documentation on the wiki
on rights.

Kenn
LBNLOn 4/8/2008 7:55 AM, Keith Edmunds wrote:

Sorry to reactivate this thread, but I’m stumped by this. I’m not even
sure what to do to start resolving it.

The problem:

RT 3.6.1: We have four users on this system. In “10 newest unowned tickets”, one
user has the ticket number as a link and also a ‘take’ link; the other
three users have only a plain-text ticket number and no take link.

What I’ve checked/done so far:

  • one affected user has been granted full global permissions
  • that user has logged out and back in
  • that user, and the one that works, have the query for the unowned tickets
  • they both have the same display template

Where can I look next?

Thanks,
Keith

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

8

Thanks Kenn. I agree about using groups rather than granting rights to
users individually, and I also agree that it is inappropriate to grant all
global rights “all over the place”. The latter action was taken only to
try to find what the problem is. However, given that a user with full
global rights does not see a ‘take’ link, I don’t think it can be that. In
other words, I agree with the philosophy in your post, but it doesn’t
solve the problem.

I appreciate you taking the time to reply.

Keith

9

Further information: users who don’t see a “take” link can, in fact, take
tickets by entering the ticket number in the search box, displaying the
ticket and then clicking on the “take” link at the top of the page.

So it would appear that this is not a permissions issue.

Any more ideas as to how I can debug this?

Thanks,
Keith

10

I would do a view source of the rendered HTML to see if the link is
malformed in the output.

Aaron Sallade’
Application Manager
PTSO of Washington
“Shared Technology for Community Health”
(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
asallade@ptsowa.org-----Original Message-----
From: Keith Edmunds [mailto:kae@midnighthax.com]
Sent: Tuesday, April 08, 2008 11:01 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Missing “take” link for some users

Further information: users who don’t see a “take” link can, in fact,
take
tickets by entering the ticket number in the search box, displaying the
ticket and then clicking on the “take” link at the top of the page.

So it would appear that this is not a permissions issue.

Any more ideas as to how I can debug this?

Thanks,
Keith
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11

On Tue, 8 Apr 2008 11:05:29 -0700, asallade@PTSOWA.ORG said:

I would do a view source of the rendered HTML to see if the link is
malformed in the output.

That was interesting. The failing user has this in the HTML where the
ticket number goes:

<a>2949</a>

The user that works has (as expected):

<a href="/rt/Ticket/Display.html?id=2949">2949</a>

So what reasons could there be for having a malformed URL for some users?

Keith