Users do not see All latest unowned tickets, just few

Hello. We have some small issue, and we don’t know how to fix it.

In RT 3.8.4, we have 10 Queues, for different support teams. Each support
team is able to see only his tickets and his queue.

Now the example: In the RT we have 300 unowned tickets together, within all
support teams.

And now, when some agent from some team logs into RT, he does see only for
example 2 new tickets in the “30 newest unowned tickets” even if he should
see 10.

The problem is, that in the 30 newest unowned tickets there are 30 tickets
from all queues. Me as an admin, I can see all tickets, and the users should
see only their last 30 unowned tickets on the home page.

But it works now like this. The agent see only 2 on the main page, and when
he clicks on the link on “30 newest unowned tickets”, on the page he see
next 4 tickets, but on the bottom there are 10 pages, so when he clicks on
next page, he see another 2, and so …

How to set the RT so, that each support team will see their last 30 unowned
tickets on the main page which will not be affected by another unowned
tickets from other teams. So if there is together 300 unonwned tickets for
all teams, then each team will be able to see last 30 tickets on main page.

See the pictures below. On the main page we see 2 tickets, but hittint the
30 tickets we got search result, where it found 752 tickets, but those are
tickets from other teams, and those 7 other tickets even they are not owned
and not very old are not displayed on main page.

http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg
http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg

Here is the picture from my view, as an ADMIN. So I see all tickets (also
all last 30 tickets) and all queues.
http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg
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Hello, Mirosalv.

Read carefuly description of the UseSQLForACLChecks option in the
config. In some cases I suspect it can slow down system and in some it
can greatly improve. If your case is slowdown then we would like to
know more about your setup and may be would be able to fix.On Wed, Jan 27, 2010 at 11:06 AM, Miroslav Horvath Avenger1@atlas.sk wrote:

Hello. We have some small issue, and we don’t know how to fix it.

In RT 3.8.4, we have 10 Queues, for different support teams. Each support
team is able to see only his tickets and his queue.

Now the example: In the RT we have 300 unowned tickets together, within all
support teams.

And now, when some agent from some team logs into RT, he does see only for
example 2 new tickets in the “30 newest unowned tickets” even if he should
see 10.

The problem is, that in the 30 newest unowned tickets there are 30 tickets
from all queues. Me as an admin, I can see all tickets, and the users should
see only their last 30 unowned tickets on the home page.

But it works now like this. The agent see only 2 on the main page, and when
he clicks on the link on “30 newest unowned tickets”, on the page he see
next 4 tickets, but on the bottom there are 10 pages, so when he clicks on
next page, he see another 2, and so …

How to set the RT so, that each support team will see their last 30 unowned
tickets on the main page which will not be affected by another unowned
tickets from other teams. So if there is together 300 unonwned tickets for
all teams, then each team will be able to see last 30 tickets on main page.

See the pictures below. On the main page we see 2 tickets, but hittint the
30 tickets we got search result, where it found 752 tickets, but those are
tickets from other teams, and those 7 other tickets even they are not owned
and not very old are not displayed on main page.

http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg
http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg

Here is the picture from my view, as an ADMIN. So I see all tickets (also
all last 30 tickets) and all queues.
http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg

View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335366.html
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Best regards, Ruslan.

Hi Russlan. Thanks for the help, especially from the guy who helped our
company in the y2009, when’ve made an order and paid for a single incident
in RT :slight_smile:

So now, we set this SQL to 1, the results are now fixed, which is excelent.
There is no performance degradation or other issues, so it’s fine.

Just for overview(maybe that’s the reason why there’s no performance
degradation):
System:
Fedora CORE 8, kernel 2.6.26, 64 bit
2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49 EST 2008 x86_64 x86_64 x86_64
GNU/Linux

SQL:
mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0

Server:
HP DL380G5, Intel Xeon E5450 64bit Quad Core 3Ghz, 16GB RAM
2x HP146GB 10k 2.5 SAS HDD in RAID 1+0.
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