Predefined search for tickets referring to article | Group rights

I set up a predefined search (to display on privileged users “RT at a
glance”) for
tickets referring to a specific article (a:4). This article (a:4) is part of
a class
that’s not supposed to show up on this group of users article dropdown list
on
the ticket reply page.

This is the way it has been for a very long time, and it has been working
just fine.

But now I see that the predefined search turns out empty for the privileged
group.
If I change the article class (containing the specific article mentioned) to
be open
for privileged users as well, the predefined search works for these users as
well.
But now the articles show up in the dropdown menu, and that’s not how we
want
it.

So, is there a way that privileged users can enjoy a predefined search for
tickets
that refer to articles that are not supposed to show up on the dropdown
article
list (on ticket reply page) for this group of users?

View this message in context: http://requesttracker.8502.n7.nabble.com/Predefined-search-for-tickets-referring-to-article-Group-rights-tp57032.html

So, is there a way that privileged users can enjoy a predefined
search for tickets that refer to articles that are not supposed to
show up on the dropdown article list (on ticket reply page) for this
group of users?

Make two classes, only check the box to have them show up in the
dropdown for one of the two classes?

If you believe that there’s been a regression in Article searching,
you’ll need to provide the search you’re using and versions it worked
on / failed on. If you’ve just changed permissions, that may not be a
regression.

-kevin

The privileged users can’t remember when the list “disappeared” from
“Rt at a glance”, so I guess it’s quite a while ago.

Here’s the predefined search (that works for admins, but not for
privileged users):
Queue = ‘HF’
AND Status != ‘resolved’
AND RefersTo = ‘a:4’

We have two classes, one with articles that are meant for the
privileged users, and one class with articles just meant for the
admins. a:4 is in the last class. It’s not possible to assign the
specific article to both classes, and it’s not an option to let he
privileged users have articles from the admin-class in their
drop down menu.

Or am I missing something obvious here?

View this message in context: http://requesttracker.8502.n7.nabble.com/Predefined-search-for-tickets-referring-to-article-Group-rights-tp57032p57047.html

The privileged users can’t remember when the list “disappeared” from
“Rt at a glance”, so I guess it’s quite a while ago.

Here’s the predefined search (that works for admins, but not for
privileged users):
Queue = ‘HF’
AND Status != ‘resolved’
AND RefersTo = ‘a:4’

We have two classes, one with articles that are meant for the
privileged users, and one class with articles just meant for the
admins. a:4 is in the last class. It’s not possible to assign the
specific article to both classes, and it’s not an option to let he
privileged users have articles from the admin-class in their
drop down menu.

Or am I missing something obvious here?

What RT version. What rights do Privileged users have on the Admin
Class.

-kevin

Kevin Falcone-2 wrote

What RT version. What rights do Privileged users have on the Admin
Class.

RT version 4.2.3. After some more feedback from the privileged users, it’s
likely
that the search stopped working in October or November (i.e. either when we
moved over from 4.0 to 4.2, or updated to 4.2.1). There has been no altering
of
permissions during this period.

Privileged users have no rights on the Admin Class.

View this message in context: http://requesttracker.8502.n7.nabble.com/Predefined-search-for-tickets-referring-to-article-Group-rights-tp57032p57063.html

Kevin Falcone-2 wrote

What RT version. What rights do Privileged users have on the Admin
Class.

RT version 4.2.3. After some more feedback from the privileged users,
it’s likely that the search stopped working in October or November
(i.e. either when we moved over from 4.0 to 4.2, or updated to 4.2.1).
There has been no altering of permissions during this period.

Privileged users have no rights on the Admin Class.

Run the attached script on your box as perl -I/opt/rt4/lib testlinks
(or wherever RT’s libraries are) both with no arguments and again with
the first argument being the name of one of the users who cannot see
the articles. I suspect the problem is in normalization of a:4 into
fsck.com-article://example.com/article/1 and you may just want to
hardcode the longer link for your permissionless users.

-kevin

testlinks (313 Bytes)

Kevin Falcone-2 wrote

I suspect the problem is in normalization of a:4 into
fsck.com-article://example.com/article/1 and you may just want to
hardcode the longer link for your permissionless users.

-kevin

You are absolutely correct. Full link solves it! Thanks for your excellent
help :slight_smile:

View this message in context: http://requesttracker.8502.n7.nabble.com/Predefined-search-for-tickets-referring-to-article-Group-rights-tp57032p57092.html