Search problem 'Unowned Tickets'

RT Developers
1

Hi list,

at the ‘RT at a glance’ page is a search ‘Unowned Tickets’ available.

The search is
Owner = ‘Nobody’ AND ( Status = ‘new’ OR Status = ‘open’ )

The result shows ‘20 newest unowned tickets’ but if the user has no
rights to see some of the tickets the result will maybe show only 5
Tickets. So the user can’t see a new ticket in his queue because it is
the 21th ticket in an only partialy visible ticketlist.

Hope it is cleare what I mean.

I know the workaround with own saved searches but this is not clear for
new rt users. In my case they ‘lost’ tickets.

Best regards,
Bjï¿œrn

2

Hi list,

at the ‘RT at a glance’ page is a search ‘Unowned Tickets’ available.

The search is
Owner = ‘Nobody’ AND ( Status = ‘new’ OR Status = ‘open’ )

The result shows ‘20 newest unowned tickets’ but if the user has no
rights to see some of the tickets the result will maybe show only 5
Tickets. So the user can’t see a new ticket in his queue because it
is the 21th ticket in an only partialy visible ticketlist.

Hope it is cleare what I mean.

I know the workaround with own saved searches but this is not clear
for new rt users. In my case they ‘lost’ tickets.

I suspect you want to read about the UseSQLForACLChecks config option,
particularly the beta nature of the code, but it should do what you
want.

-kevin