Moving tickets into queues with only MOVE_INTO permission not working?
Hello, in our OTRS-system, we have some limited access users who are not given full access to all queues. But they should be able to create or move tickets into these queues. In the newest version of OTRS (5.0.8) they can no longer move tickets into a restricted queue (when they only have MOVE_INTO and CREATE permission for that queue). Creating tickets worked fine though. After testing a bit more it looks like if I enable RO permission too, then it works. But that is what we want to avoid, because that queue is supposed to have restricted access. I am not sure what version of OTRS this started being a problem, but according to the user who discovered this, it used to work before. Is this a bug in newer releases of OTRS? Johan Ho
On 4/5/2016 5:54 AM, Johan Ho wrote:
in our OTRS-system, we have some limited access users who are not given full access to all queues. But they should be able to create or move tickets into these queues.
In the newest version of OTRS (5.0.8) they can no longer move tickets into a restricted queue (when they only have MOVE_INTO and CREATE permission for that queue). Creating tickets worked fine though.
After testing a bit more it looks like if I enable RO permission too, then it works. But that is what we want to avoid, because that queue is supposed to have restricted access.
I am not sure what version of OTRS this started being a problem, but according to the user who discovered this, it used to work before.
I also saw this behavior after updating to 5.0.8. It seems that what is happening is that the user is being taken to the ticket zoom view after moving it, but without read permissions, an error is thrown. If you go to the SysConfig (admin panel) you can change the setting: Ticket::Frontend::AgentTicketMove###NextScreen to "LastScreenOverview" The default was "TicketZoom" This should solve the problem.
Den 05.04.2016 17:17, skrev Lance Cotton:
On 4/5/2016 5:54 AM, Johan Ho wrote:
in our OTRS-system, we have some limited access users who are not given full access to all queues. But they should be able to create or move tickets into these queues.
In the newest version of OTRS (5.0.8) they can no longer move tickets into a restricted queue (when they only have MOVE_INTO and CREATE permission for that queue). Creating tickets worked fine though.
After testing a bit more it looks like if I enable RO permission too, then it works. But that is what we want to avoid, because that queue is supposed to have restricted access.
I am not sure what version of OTRS this started being a problem, but according to the user who discovered this, it used to work before.
I also saw this behavior after updating to 5.0.8. It seems that what is happening is that the user is being taken to the ticket zoom view after moving it, but without read permissions, an error is thrown.
If you go to the SysConfig (admin panel) you can change the setting:
Ticket::Frontend::AgentTicketMove###NextScreen
to "LastScreenOverview"
The default was "TicketZoom"
This should solve the problem. --------------------------------------------------------------------- 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
Hello Lance, thanks for your suggestion. Unfortunately this did not seem to solve the problem for me. I tested moving a ticket into other queues to test the setting, and OTRS did return me to the dashboard/overview. But it still did not work when I tried to move the ticket into a restricted queue. I tried to disable a bunch of the other settings on that page (Frontend::Agent::Ticket::ViewMove), but none of the ones I tried seemed to help. In the end I made a workaround: I made a "temporary" queue, and added a trigger to move the ticket to toe restricted queue automatically when it is moved into the temporary queue. That seemed to work fine, even when I have TicketZoom in that option you mentioned. Johan Ho
participants (2)
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Johan Ho -
Lance Cotton