Re: [otrs] Customer reporting issue on myticket view

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 (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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