Re: [otrs] Customer reporting issue on myticket view
Hi Sujeeva,
if the agent press the person icon on the upper left corner access the
index.pl?Action=AgentTicketLockedView that show him just his tickets (if he
has at least 1 locked)
about my case, instead, I activated sql logging on mysql and seems
something strange for me. Those are the 2 main query launched as soon as
e-orgitano pressed the 2 options on the menu:
1 (my ticket). SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER JOIN
queue sq ON sq.id = st.queue_id WHERE 1=1 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 1
2 (company ticket) . SELECT COUNT(DISTINCT(st.id)) FROM ticket st INNER
JOIN queue sq ON sq.id = st.queue_id WHERE 1=1 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) AND (((st.customer_id = '7666') )) LIMIT 1
Shouldn't be the first limited at the customer_user_id ?
2014-02-12 7:46 GMT+01:00 Sujeeva Tissaarachchi :
> 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 :
>
> > 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
> 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 ?.
Re: [otrs] Customer reporting issue on myticket view
Hi, Are you working with OTRS. -- Original Message -- From: "Sujeeva Tissaarachchi" To: "User questions and discussions about OTRS." 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 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 : > 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 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 : 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 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
Re: [otrs] Customer reporting issue on myticket view
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 1;
++
| 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 1
-> ;
++
| 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 :
> Hi,
>
> Are you working with OTRS.
>
> -- Original Message --
> From: "Sujeeva Tissaarachchi"
> To: "User questions and discussions about OTRS."
> 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 :
>
> > 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
> 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 iss
Re: [otrs] Customer reporting issue on myticket view
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 :
> 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 1;
> ++
> | 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 1
> -> ;
> ++
> | 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 :
>
> Hi,
>>
>> Are you working with OTRS.
>>
>> -- Original Message --
>> From: "Sujeeva Tissaarachchi"
>> To: "User questions and discussions about OTRS."
>> 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 :
>>
>> > 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
>> 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 view
Re: [otrs] Customer reporting issue on myticket view
SOLVED using the CustomerTicketOverview.pm version presents in github for
branch 3.2
2014-02-12 11:44 GMT+01:00 Marco Vannini :
> 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 :
>
> 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 1;
>> ++
>> | 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 1
>> -> ;
>> ++
>> | 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 :
>>
>> Hi,
>>>
>>> Are you working with OTRS.
>>>
>>> -- Original Message --
>>> From: "Sujeeva Tissaarachchi"
>>> To: "User questions and discussions about OTRS."
>>> 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 :
>>>
>>> > 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 >> > 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 expect
Re: [otrs] Customer reporting issue on myticket view
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 wrote:
> SOLVED using the CustomerTicketOverview.pm version presents in github for
> branch 3.2
>
>
> 2014-02-12 11:44 GMT+01:00 Marco Vannini :
>
> 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 :
>>
>> 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 1;
>>> ++
>>> | 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 1
>>> -> ;
>>> ++
>>> | 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 :
>>>
>>> Hi,
Are you working with OTRS.
-- Original Message --
From: "Sujeeva Tissaarachchi"
To: "User questions and discussions about OTRS."
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 :
> 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 ho
Re: [otrs] Customer reporting issue on myticket view
+1 (G+ style)
:)
2014-02-12 14:25 GMT+01:00 Gerald Young :
> 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 wrote:
>
>> SOLVED using the CustomerTicketOverview.pm version presents in github for
>> branch 3.2
>>
>>
>> 2014-02-12 11:44 GMT+01:00 Marco Vannini :
>>
>> 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 :
>>>
>>> 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 1;
++
| 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 1
-> ;
++
| 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 :
Hi,
>
> Are you working with OTRS.
>
> -- Original Message --
> From: "Sujeeva Tissaarachchi"
> To: "User questions and discussions about OTRS."
> 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 :
>
> > 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 filt
[otrs] Problems when working from another person's queue
Since signatures and email addresses are connected to queues, it’s not so easy to work another person’s queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth’s queue. Amanda tries to reply to the customer, and the email says "Amanda ", and the signature is Elizabeth’s as well, not Amanda’s. How can we fix this or work around? - 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
Re: [otrs] Problems when working from another person's queue
Use OTRS_tag placeholders. On Wed, Feb 12, 2014 at 12:12 PM, Leah Kelly wrote: > Since signatures and email addresses are connected to queues, it's not so > easy to work another person's queue when somebody > is out. For example, when Elizabeth is out, Amanda works Elizabeth's > queue. Amanda tries to reply to the customer, and the email says "Amanda < > elizab...@domain.com>", and the signature is Elizabeth's as well, not > Amanda's. > > How can we fix this or work around? > > > > - > 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
Re: [otrs] Problems when working from another person's queue
IMHO, this is one of the arguments for structuring queues based on a service type, rather than an individual, but... If you've structured things with one queue per person, isn't this what you WANT to happen (the original person maintains the overall responsibility for the ticket, and the other person is acting on their behalf)? You want the responses to go back to the original owner so they get the info on actions taken on their behalf. If not, then have the stand-in person (Amanda) move the ticket to her own queue, update/work it, and transfer it back to Elizabeth when she has returned. That way there is an explicit chain of custody/responsibility, and it's clear that Amanda is the responsible person while Elizabeth is out. The end customer will have to deal with the change in email address for issue correspondence while Amanda is in charge of Elizabeth's stuff, but that's a logical consequence of how you've set up your queues. > Since signatures and email addresses are connected to queues, it's not so > easy to work another person's queue when somebody is out. For example, > when Elizabeth is out, Amanda works Elizabeth's queue. Amanda tries to > reply to the customer, and the email says "Amanda > ", and the signature is Elizabeth's as well, not > Amanda's. > > How can we fix this or work around? - 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
Re: [otrs] Problems when working from another person's queue
You can use placeholders in the signature such as: Sincerely, MyComany Support 123 Main St Anytown, USA On 2/12/2014 12:12 PM, Leah Kelly wrote: Since signatures and email addresses are connected to queues, it’s not so easy to work another person’s queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth’s queue. Amanda tries to reply to the customer, and the email says "Amanda ", and the signature is Elizabeth’s as well, not Amanda’s. How can we fix this or work around? - 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 -- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carr...@idmworks.com W: www.idmworks.com -- The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. - 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
