+1 (G+ style) :)
2014-02-12 14:25 GMT+01:00 Gerald Young <cryth...@gmail.com>: > Marco, > > Thanks for your effort here. This bug seems to have been introduced in > 3.3.4 per bugzilla. If anything else positive may come from this, now you > can be the one who has previously experienced this and can provide > assistance :). > > Kudos to you! > > > > > On Wed, Feb 12, 2014 at 5:57 AM, Marco Vannini <marco.vann...@gmail.com>wrote: > >> SOLVED using the CustomerTicketOverview.pm version presents in github for >> branch 3.2 >> >> >> 2014-02-12 11:44 GMT+01:00 Marco Vannini <marco.vann...@gmail.com>: >> >> 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 >>>>> >>>> >>>> >>> >> >> --------------------------------------------------------------------- >> 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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