OTRS version:
2.0.3-01
OS: Windows XP Pro
SP2
Evaluating
OTRS.
Have set up various
groups, roles, users and queues.
It appears that
tickets in queues to which a particular user does NOT have 'rw' permission
(e.g. only 'ro' permission) are not visible to that user in Queue View (even
when the relevant queues are within MyQueues for that user).
However, the tickets
CAN be viewed via the Search mechanism.
Is this intentional,
or am I misunderstanding the permissions mechanism?
To give an
example:
Role="Support" has
'rw' permissions on group="Prod01".
Role="Dev" has 'ro'
permissions on group="Prod01".
Queue="Prod01" is associated
with Group="Prod01".
User="Fred" is
associated with Role="Support".
User="Anna" is also
associated with Role="Support".
User="Bill" is
associated with Role="Dev".
All three users have
the "Prod01" queue as a member of their own MyQueues
collection.
There are no
specific User<->Group relationships; all permissions are handled by the
User<->Role relationships.
User="Fred" creates a phone-ticket (ticket="10100001") in
Queue="Prod01".
Ticket="10100001"
appears in the QueueView for User="Fred".
Ticket="10100001"
appears in the QueueView for
User="Anna".
Ticket="10100001"
does NOT appear in the QueueView for User="Bill".
But User="Bill" CAN see the ticket via the
Search mechanism.
User="Bill" can also see the ticket if the
Role<->Group permissions for Role="Dev" are changed to "rw" for
Group="Prod01" (although if the permissions are set on ALL of the standard
individual permissions ('ro', 'move into', 'create', 'owner', 'priority') but
NOT for 'rw', the user still cannot see the ticket).
Even if I set up specific User<->Group
permissions (as well as using the User<->Role relationships), tickets only
appear in QueueView if the user in question has the 'rw'
permission.
Is this a bug or my
misunderstanding of the features?
Chris
H.