Problems with "Newest unowned" and queue permissions

Hi.

We have a number of queues for different departments. I have created groups for the staff and set these groups as Admin CC on their respective queues. The problem I have is that the “NN newest unowned tickets” isn’t working correctly. It seems to count tickets in queues that the user does not have rights on. So if I sort it by queue name, and ascending, I do not see any unowned tickets if there are more than NN unowned tickets in queues that I do not have permissions on, if they are earlier in the alphabet than my queues. This is quite annoying since I have to choose a non-optimal sorting order, and risk missing new, unowned tickets.
We are using RT 3.8.16.

Regards,
Johan

I ‘fixed’ this by saving a search for unowned and new tickets AND in a
specific queue, naming them '10 newest unowned tickets in queuename. Then
saved the search to group’s saved searches.

Then you need to give the AdminCCs instructions on how to edit their RT at
a glance page to remove the standard 10 newest unowned and add the saved
search:10 newest unowned in *queuename. *On Tue, May 7, 2013 at 3:44 AM, Johan Sjöberg < Johan.Sjoberg@deltamanagement.se> wrote:

Hi.****


We have a number of queues for different departments. I have created
groups for the staff and set these groups as Admin CC on their respective
queues. The problem I have is that the “NN newest unowned tickets” isn’t
working correctly. It seems to count tickets in queues that the user does
not have rights on. So if I sort it by queue name, and ascending, I do not
see any unowned tickets if there are more than NN unowned tickets in queues
that I do not have permissions on, if they are earlier in the alphabet than
my queues. This is quite annoying since I have to choose a non-optimal
sorting order, and risk missing new, unowned tickets.****

We are using RT 3.8.16.****


Regards,****

Johan****



Hi.

We have a number of queues for different departments. I have created groups for the staff and set these groups as Admin CC on their respective queues. The problem I have is that the “NN newest unowned tickets” isn’t working correctly. It seems to count tickets in queues that the user does not have rights on. So if I sort it by queue name, and ascending, I do not see any unowned tickets if there are more than NN unowned tickets in queues that I do not have permissions on, if they are earlier in the alphabet than my queues. This is quite annoying since I have to choose a non-optimal sorting order, and risk missing new, unowned tickets.
We are using RT 3.8.16.

Regards,
Johan

Hi Johan,

Have you set $UseSQLForACLChecks? I think that should fix your problem.

Regards,
Ken

-----Original Message-----
From: ktm@rice.edu [mailto:ktm@rice.edu]
Sent: den 7 maj 2013 14:53
To: Johan Sjöberg
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Problems with “Newest unowned” and queue
permissions

Hi.

We have a number of queues for different departments. I have created
groups for the staff and set these groups as Admin CC on their respective
queues. The problem I have is that the “NN newest unowned tickets” isn’t
working correctly. It seems to count tickets in queues that the user does not
have rights on. So if I sort it by queue name, and ascending, I do not see any
unowned tickets if there are more than NN unowned tickets in queues that I
do not have permissions on, if they are earlier in the alphabet than my
queues. This is quite annoying since I have to choose a non-optimal sorting
order, and risk missing new, unowned tickets.
We are using RT 3.8.16.

Regards,
Johan

Hi Johan,

Have you set $UseSQLForACLChecks? I think that should fix your problem.

Regards,
Ken

Hi Ken.

Thanks a lot. That solved my problem.

Regards,
Johan

I ‘fixed’ this by saving a search for unowned and new tickets AND in a
specific queue, naming them '10 newest unowned tickets in /queuename/.
Then saved the search to /group’s/ saved searches.

Then you need to give the AdminCCs instructions on how to edit their RT
at a glance page to remove the standard 10 newest unowned and add the
saved search:10 newest unowned in /queuename. /

FWIW, the above is unnecessarily complicated, as you can modify the one
search to be relative for each user by adding this clause:

QueueAdminCc.id = '__CurrentUser__'

CurrentUser is a placeholder for the logged in user’s numeric id.