summary: just migrated from RT4.4 to RT5, and now in SelfService users can’t see tickets for which they are CC (but not Requestor) in the list anymore, and they are complaining.
We have several support queues for each customers.
for each queue, a group of users is CC (so they receive emails), and have the ShowTicket right on the queue (so that they could see it in SelfService).
this setup works fine for us.
after the upgrade, several users complained that now in SelfService they can only see the tickets they submitted, not those submitted by other users.
I tried logging in as a customer and changing the ticket id in the display page to that of an ticket submitted by another user in the same queue, and it was shown normaly, but it just doesn’t appear in the list.
then the issue seems to be that the “My Open Tickets” in the SelfService only shows tickets for which the current user is requestor.
I tried setting SelfServiceShowGroupTickets and SelfServiceUseDashboard, in RT_Siteconfig.pm, but there was no change on the SelfService interface.
suggests to edit rt/html/SelfService/Elements/MyRequests and change a condition, but that code dates back to 2012, and current code is totally different.
any hint on how to restore the old SelfService behaviour?