Search results being filtered after they are generated?

This may be already addressed but I can’t find it in the archives and
it’s driving the heck out of me, especially as we expand RT into more
departments and fine tune access restrictions.

The most obvious place it seems to happen is on the “X newest unowned
tickets” - this list appears to be generated by building a list of the
X newest unowned tickets in the entire system, and then if any of
those tickets are in queues where you have access to, they will show
up in the list, even though the total count is less than X and you do
indeed have more than X unowned tickets you should see. I.e, if
another department adds 20 tickets because of some project they are
doing (we do a lot of parent/child tickets for steps involved to
accomplish the main ticket) then it appears that there are no unowned
tickets, which usually results in tickets getting buried and forgotten
about.

A less obvious but equally frustrating scenario is when you perform a
search of some sort and end up with multiple blank pages because you
only have access to view a small number of tickets in the search
results.

Is there a way to make this work as expected? I’m hoping there might
be something in my configuration that is causing this.
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

UseSQLForACLChecksOn Fri, Mar 13, 2009 at 5:45 PM, Jon Baker JBAKER@wgm.us wrote:

This may be already addressed but I can’t find it in the archives and
it’s driving the heck out of me, especially as we expand RT into more
departments and fine tune access restrictions.

The most obvious place it seems to happen is on the “X newest unowned
tickets” - this list appears to be generated by building a list of the
X newest unowned tickets in the entire system, and then if any of
those tickets are in queues where you have access to, they will show
up in the list, even though the total count is less than X and you do
indeed have more than X unowned tickets you should see. I.e, if
another department adds 20 tickets because of some project they are
doing (we do a lot of parent/child tickets for steps involved to
accomplish the main ticket) then it appears that there are no unowned
tickets, which usually results in tickets getting buried and forgotten
about.

A less obvious but equally frustrating scenario is when you perform a
search of some sort and end up with multiple blank pages because you
only have access to view a small number of tickets in the search
results.

Is there a way to make this work as expected? I’m hoping there might
be something in my configuration that is causing this.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

Thanks, that looks like it’s exactly what I was looking for!On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote:

UseSQLForACLChecks

On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker JBAKER@wgm.us wrote:

This may be already addressed but I can’t find it in the archives and
it’s driving the heck out of me, especially as we expand RT into more
departments and fine tune access restrictions.

The most obvious place it seems to happen is on the “X newest unowned
tickets” - this list appears to be generated by building a list of
the
X newest unowned tickets in the entire system, and then if any of
those tickets are in queues where you have access to, they will show
up in the list, even though the total count is less than X and you do
indeed have more than X unowned tickets you should see. I.e, if
another department adds 20 tickets because of some project they are
doing (we do a lot of parent/child tickets for steps involved to
accomplish the main ticket) then it appears that there are no unowned
tickets, which usually results in tickets getting buried and
forgotten
about.

A less obvious but equally frustrating scenario is when you perform a
search of some sort and end up with multiple blank pages because you
only have access to view a small number of tickets in the search
results.

Is there a way to make this work as expected? I’m hoping there might
be something in my configuration that is causing this.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

Ok, this at first appeared to work - but after a few minutes I got a
call that the quick search wasn’t working as expected.

I have users defined in groups for AdminCC’s of some queues. Before,
the quick search list correctly showed, let’s say, 15 open tickets in
the IT queue. Of those 15 tickets, 5 were created by jimb, so he is
the requester of those tickets. Jimb is the owner of two of them.
After turning on UseSQLForACLChecks, he now only sees 7 tickets in the
quick search, and when he clicks on the queue he sees only the 7
tickets that he is explicitly assigned as a watcher instead of the
entire queue that he is in a group that is defined as AdminCC.

I’m running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote:

UseSQLForACLChecks

On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker JBAKER@wgm.us wrote:

This may be already addressed but I can’t find it in the archives and
it’s driving the heck out of me, especially as we expand RT into more
departments and fine tune access restrictions.

The most obvious place it seems to happen is on the “X newest unowned
tickets” - this list appears to be generated by building a list of
the
X newest unowned tickets in the entire system, and then if any of
those tickets are in queues where you have access to, they will show
up in the list, even though the total count is less than X and you do
indeed have more than X unowned tickets you should see. I.e, if
another department adds 20 tickets because of some project they are
doing (we do a lot of parent/child tickets for steps involved to
accomplish the main ticket) then it appears that there are no unowned
tickets, which usually results in tickets getting buried and
forgotten
about.

A less obvious but equally frustrating scenario is when you perform a
search of some sort and end up with multiple blank pages because you
only have access to view a small number of tickets in the search
results.

Is there a way to make this work as expected? I’m hoping there might
be something in my configuration that is causing this.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

How ShowTicket right is assigned to AdminCc? Is it global or it’s on
queue? Can you list all points where ShowTicket right is assigned, so
I can try to reproduce it locally?On Fri, Mar 13, 2009 at 7:28 PM, Jon Baker JBAKER@wgm.us wrote:

Ok, this at first appeared to work - but after a few minutes I got a call
that the quick search wasn’t working as expected.

I have users defined in groups for AdminCC’s of some queues. Before, the
quick search list correctly showed, let’s say, 15 open tickets in the IT
queue. Of those 15 tickets, 5 were created by jimb, so he is the requester
of those tickets. Jimb is the owner of two of them. After turning on
UseSQLForACLChecks, he now only sees 7 tickets in the quick search, and when
he clicks on the queue he sees only the 7 tickets that he is explicitly
assigned as a watcher instead of the entire queue that he is in a group that
is defined as AdminCC.

I’m running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10

On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote:

UseSQLForACLChecks

On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker JBAKER@wgm.us wrote:

This may be already addressed but I can’t find it in the archives and
it’s driving the heck out of me, especially as we expand RT into more
departments and fine tune access restrictions.

The most obvious place it seems to happen is on the “X newest unowned
tickets” - this list appears to be generated by building a list of the
X newest unowned tickets in the entire system, and then if any of
those tickets are in queues where you have access to, they will show
up in the list, even though the total count is less than X and you do
indeed have more than X unowned tickets you should see. I.e, if
another department adds 20 tickets because of some project they are
doing (we do a lot of parent/child tickets for steps involved to
accomplish the main ticket) then it appears that there are no unowned
tickets, which usually results in tickets getting buried and forgotten
about.

A less obvious but equally frustrating scenario is when you perform a
search of some sort and end up with multiple blank pages because you
only have access to view a small number of tickets in the search
results.

Is there a way to make this work as expected? I’m hoping there might
be something in my configuration that is causing this.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

Best regards, Ruslan.

ShowTicket is assigned only at global:AdminCc. There are no rights
assigned at the queue level.On Mar 13, 2009, at 11:38 AM, Ruslan Zakirov wrote:

How ShowTicket right is assigned to AdminCc? Is it global or it’s on
queue? Can you list all points where ShowTicket right is assigned, so
I can try to reproduce it locally?

On Fri, Mar 13, 2009 at 7:28 PM, Jon Baker JBAKER@wgm.us wrote:

Ok, this at first appeared to work - but after a few minutes I got
a call
that the quick search wasn’t working as expected.

I have users defined in groups for AdminCC’s of some queues.
Before, the
quick search list correctly showed, let’s say, 15 open tickets in
the IT
queue. Of those 15 tickets, 5 were created by jimb, so he is the
requester
of those tickets. Jimb is the owner of two of them. After turning
on
UseSQLForACLChecks, he now only sees 7 tickets in the quick search,
and when
he clicks on the queue he sees only the 7 tickets that he is
explicitly
assigned as a watcher instead of the entire queue that he is in a
group that
is defined as AdminCC.

I’m running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10

On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote:

UseSQLForACLChecks

On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker JBAKER@wgm.us wrote:

This may be already addressed but I can’t find it in the archives
and
it’s driving the heck out of me, especially as we expand RT into
more
departments and fine tune access restrictions.

The most obvious place it seems to happen is on the “X newest
unowned
tickets” - this list appears to be generated by building a list
of the
X newest unowned tickets in the entire system, and then if any of
those tickets are in queues where you have access to, they will
show
up in the list, even though the total count is less than X and
you do
indeed have more than X unowned tickets you should see. I.e, if
another department adds 20 tickets because of some project they are
doing (we do a lot of parent/child tickets for steps involved to
accomplish the main ticket) then it appears that there are no
unowned
tickets, which usually results in tickets getting buried and
forgotten
about.

A less obvious but equally frustrating scenario is when you
perform a
search of some sort and end up with multiple blank pages because
you
only have access to view a small number of tickets in the search
results.

Is there a way to make this work as expected? I’m hoping there
might
be something in my configuration that is causing this.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


Best regards, Ruslan.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

What about other ways people get ShowTicket right?

Also very important thing. Have you used rt-validator with --resolve
option enabled on this DB? If yes then delete user from group, add
back, restart server and test. There is bug that may delete required
records from CGM table in rt-validator. Bug is fixed in upcoming
3.8.3.On Fri, Mar 13, 2009 at 7:41 PM, Jon Baker JBAKER@wgm.us wrote:

ShowTicket is assigned only at global:AdminCc. There are no rights assigned
at the queue level.

On Mar 13, 2009, at 11:38 AM, Ruslan Zakirov wrote:

How ShowTicket right is assigned to AdminCc? Is it global or it’s on
queue? Can you list all points where ShowTicket right is assigned, so
I can try to reproduce it locally?

On Fri, Mar 13, 2009 at 7:28 PM, Jon Baker JBAKER@wgm.us wrote:

Ok, this at first appeared to work - but after a few minutes I got a call
that the quick search wasn’t working as expected.

I have users defined in groups for AdminCC’s of some queues. Before, the
quick search list correctly showed, let’s say, 15 open tickets in the IT
queue. Of those 15 tickets, 5 were created by jimb, so he is the
requester
of those tickets. Jimb is the owner of two of them. After turning on
UseSQLForACLChecks, he now only sees 7 tickets in the quick search, and
when
he clicks on the queue he sees only the 7 tickets that he is explicitly
assigned as a watcher instead of the entire queue that he is in a group
that
is defined as AdminCC.

I’m running rt version 3.8.2-5.fc10 on MySQL 5.0.67-2.fc10

On Mar 13, 2009, at 10:32 AM, Ruslan Zakirov wrote:

UseSQLForACLChecks

On Fri, Mar 13, 2009 at 5:45 PM, Jon Baker JBAKER@wgm.us wrote:

This may be already addressed but I can’t find it in the archives and
it’s driving the heck out of me, especially as we expand RT into more
departments and fine tune access restrictions.

The most obvious place it seems to happen is on the “X newest unowned
tickets” - this list appears to be generated by building a list of the
X newest unowned tickets in the entire system, and then if any of
those tickets are in queues where you have access to, they will show
up in the list, even though the total count is less than X and you do
indeed have more than X unowned tickets you should see. I.e, if
another department adds 20 tickets because of some project they are
doing (we do a lot of parent/child tickets for steps involved to
accomplish the main ticket) then it appears that there are no unowned
tickets, which usually results in tickets getting buried and forgotten
about.

A less obvious but equally frustrating scenario is when you perform a
search of some sort and end up with multiple blank pages because you
only have access to view a small number of tickets in the search
results.

Is there a way to make this work as expected? I’m hoping there might
be something in my configuration that is causing this.

Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656


Best regards, Ruslan.


Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656

Best regards, Ruslan.

Jon,

Thank you for help debugging this.

Looks like I missed one thing in this code. If right is granted
globally to a role and this roles assigned to a user on queue level
then such thing is missed, for example ShowTicket is granted to global
AdminCc role and user is AdminCc of a queue. I’m not 100% sure, but
most probably granting the right on group level to a role will be
enough to workaround.

[snip]

Ruslan.