Analyzing CustomerTicketOverview.pm against github I saw that a bug is presents:
http://bugs.otrs.org/show_bug.cgi?id=10212 Trying to apply the non 3.3 version ... 2014-02-12 11:01 GMT+01:00 Marco Vannini <marco.vann...@gmail.com>: > 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 ! >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >
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