Ok , the previous select extracts "all" tickets. I don't know if the value
is working as aspected if I'm on "myticket" but in any case, the select
that fetch open ticket is:
mysql> SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON
sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11, 13,
4, 6, 7, 8 ) AND ((st.customer_id) IN (('7666')) OR st.customer_user_id =
'e-orgitanog') AND sq.group_id IN (1, 1, 22, 23, 24, 25, 28, 29, 30, 34,
35, 36, 40, 41, 42, 43, 44, 52, 53, 54, 74, 88, 89, 90) LIMIT 10000;
+------------------------+
| COUNT(DISTINCT(st.id)) |
+------------------------+
| 53 |
+------------------------+
but should be (IMHO) but it is not.
mysql> SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN queue sq ON
sq.id = st.queue_id WHERE 1=1 AND st.ticket_state_id IN ( 1, 10, 11, 13,
4, 6, 7, 8 ) AND st.customer_user_id = 'e-orgitanog' AND sq.group_id IN
(1, 1, 22, 23, 24, 25, 28, 29, 30, 34, 35, 36, 40, 41, 42, 43, 44, 52, 53,
54, 7
4, 88, 89, 90) LIMIT 10000
-> ;
+------------------------+
| COUNT(DISTINCT(st.id)) |
+------------------------+
| 2 |
+------------------------+
1 row in set (0.00 sec)
Seems that the same behaviour is the same for all the customer but they
didn't reported to me before... :(
2014-02-12 10:16 GMT+01:00 Neeraj Kumar <nku...@gdiindia.com>:
> Hi,
>
> Are you working with OTRS.
>
> ------ Original Message ------
> From: "Sujeeva Tissaarachchi" <sujeev...@yahoo.com>
> To: "User questions and discussions about OTRS." <otrs@otrs.org>
> Sent: 12-02-2014 12:16:26
> Subject: Re: [otrs] Customer reporting issue on myticket view
>
>
> I would like to ask it in this way. How to filter the ticket visibility
> in agent level. For example, Agent "A" should be able to see only the
> tickets assigned to him. Not all the tickets in his group's queue
>
> Best Regards,
> Sujeeva Tissaarachchi
>
>
>
> On Tuesday, 11 February 2014 11:19 PM, Marco Vannini <
> marco.vann...@gmail.com> wrote:
> ok, I did some test.
> bssdev (the company) has 160 user.
> User marco is associated to bssdev and sees 52 open tickets (in both views)
> If I change the customer_id for marco from bssdev to a not existant,
> framework shows me just 2 tickets for "my" (that is it right, are his
> tickets) and "request new ticket" (0) for company.
> as soon as I reset bssdev as customer_id at him all 52 tickets are back to
> both views.
>
> But let me check something else, there must be something around with other
> account. I'll check and I'll update this post.
>
> Thank you so much for now
>
>
> 2014-02-11 18:35 GMT+01:00 Gerald Young <cryth...@gmail.com>:
>
> > isn't this a site where to ask if anyone had similar problem and or
> having found solutions?
>
> Sure, but also, we can't be sure that we've found something that
> specifically matches your experience.
>
> For instance, if there is a one-to-one unique relationship with
> CustomerUserID (login) and CustomerID, the "Company Tickets" will exactly
> match "My Tickets"
>
> If there are tickets from users with the same CustomerID but different
> CustomerUserID (login), then it should be that tickets submitted by
> CustomerA with CustomerID X will not show in CustomerB's "My Tickets" but
> will show in "Company Tickets" for all customers with CustomerID X.
>
> What you've posted (actually, you have implied, but not outright stated)
> is that CustomerB can see CustomerA's tickets in CustomerB's "My Tickets".
> I can reasonably make an assumption that this is not something that other
> people have encountered. If they had, I'm sure this would have already been
> a big problem previously addressed in v2.0.
>
> > "on OTRS we are STILL viewing ticket in a wrong way, we are not able to
> filter for user, can you solve please"
>
>
> I'd need more information on what "in a wrong way" means, in explicit,
> fixable terms, before I could tell you "hey, I encountered something like
> this, and here's how it no longer is in a wrong way".
>
>
> On Tue, Feb 11, 2014 at 12:14 PM, Marco Vannini
> <marco.vann...@gmail.com>wrote:
>
> Hi Gerald, Sorry, you are right.
> mainly: Inability to see a different list between "My Tickets" and
> "Company Tickets"
> All the ticket he saw in my ticket are indeed ticket related at his
> company in any case
>
> About the other:
>
> What doesn't work? the filter on the client ticket
>
> What is expected? to have 2 different views. 1 for client's ticket and the
> other for company
>
> What is experienced? that seems that the 2 views are showing the same
> tickets
>
> What has changed? ... the mail from the customer, as in normal ways, is:
> "on OTRS we are STILL viewing ticket in a wrong way, we are not able to
> filter for user, can you solve please ?"... but I've never received an
> initial alert... recently I've updated to 3.2.14
>
> What problems are caused by this? customer annoyance
>
> How long has it been happening? dunno
>
> Do other customers have this issue? seems not (tested just some not all)
>
> Are there any logs that indicate issues? doesn't seems to be error or
> warning in http , mysql and otrs logs
>
> Can you replicate the issue internally? on other system no. I have to
> prepare a VM and export 600M.tgz to replicate. On the same system yes. If
> you access customer interface with his account.
>
> How would it be possible for random viewer of this list to replicate your
> experience? dunno. isn't this a site where to ask if anyone had similar
> problem and or having found solutions ?... I've badly exposed my problem
> but maybe someone encountered something similar.
>
> MV
>
>
>
>
>
>
>
> 2014-02-11 17:35 GMT+01:00 Gerald Young <cryth...@gmail.com>:
>
> What tickets can the customer see that are not his tickets? Is the
> customer able to see ALL tickets in the system? Certain random tickets that
> don't belong to him? Inability to see a different list between "My Tickets"
> and "Company Tickets"?
>
> This is hard to troubleshoot as stated in your request.
> What doesn't work?
> What is expected?
> What is experienced?
> What has changed?
> What problems are caused by this?
> How long has it been happening?
> Do other customers have this issue?
> Are there any logs that indicate issues?
> Can you replicate the issue internally?
> How would it be possible for random viewer of this list to replicate your
> experience?
>
>
> On Tue, Feb 11, 2014 at 11:22 AM, Marco Vannini
> <marco.vann...@gmail.com>wrote:
>
> Hi there,
>
> It's a long time that we didn't see. I hope that everyone and everything
> are OK :)
>
> Coming at the problem.
> A "customer" is reporting that accessing at his web interface he is not
> able to filter his tickets
> (Action=CustomerTicketOverview;Subaction=MyTickets). I tested his account
> and it seems he is right. It seems also that he is the only one...
> I tryed to check one of the ticket and article that is not associated at
> him but I'm not able to find anything that can lead me to a problem or
> misconfiguration.
>
> I assumed that the ticket selection, in case of "myticket" was performed
> selecting the otrs.ticket.customer_user_id but I guess not at this point.
>
> Do you have any hints for me ?
>
> Thank you in advance
>
> PS: I'm still on 3.2.14 due to the RH dependencies that I cannot sadisfy
> for the 3.3 :(
>
> Ciao !
>
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