I’ve been trying to figure out how the group tickets system works, and I’m not sure if this is a bug, or it just not working the way I expect.
I have SelfServiceShowGroupTickets enabled. As soon as I do that (not setting up any groups at all), an unprivileged user can see any tickets they were CC’ed on show up there.
But when I create a group and add the user to that group (without making the group a watcher on any tickets yet), they no longer see CC’ed tickets. The My group’s tickets section is just empty Adding the group as a watcher to a different ticket makes that ticket show up. But the CC’ed tickets no longer do.
This is confusing because some people will see CC’ed tickets if they aren’t in any groups, and others who are in any group will not.
It looks like the actual searches created are something like this for a user who is in a group:
(( Watcher = 538 )) AND Requestor.id != 530 AND Status = \'__Active__\'
And like this for a user who isn’t in any groups:
Requestor.id != 530 AND Status = \'__Active__\'
So that explains why people who aren’t in a group see CC’ed tickets - it’s searching for any ticket they have access to that they aren’t the requestor of.
Is that intended behaviour?