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
