Customer reporting issue on myticket view

older
Installing other software on OTRS...

Marco Vannini

11 Feb 2014 11 Feb '14

4:22 p.m.

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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Gerald Young

11 Feb 11 Feb

4:35 p.m.

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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Marco Vannini

5:14 p.m.

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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Gerald Young

5:35 p.m.

...

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 (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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Marco Vannini

5:48 p.m.

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 (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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Sujeeva Tissaarachchi

12 Feb 12 Feb

6:46 a.m.

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 (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 :(

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Marco Vannini

8:58 a.m.

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 10000 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 10000 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.vannini@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 ?... 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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Neeraj Kumar

9:16 a.m.

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 (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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Marco Vannini

10:01 a.m.

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 10000; +------------------------+ | 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 10000 -> ; +------------------------+ | 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.vannini@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 ?... 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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Marco Vannini

10:44 a.m.

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 10000; +------------------------+ | 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 10000 -> ; +------------------------+ | 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.vannini@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 ?... 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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Marco Vannini

10:57 a.m.

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 10000; +------------------------+ | 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 10000 -> ; +------------------------+ | 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.vannini@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 ?... 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 < marco.vannini@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 !

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Gerald Young

1:25 p.m.

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 10000; +------------------------+ | 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 10000 -> ; +------------------------+ | 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.vannini@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 < marco.vannini@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 :

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.vannini@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 !

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Marco Vannini

1:47 p.m.

+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 10000; +------------------------+ | 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 10000 -> ; +------------------------+ | 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.vannini@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 < marco.vannini@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 :

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.vannini@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 !

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Gerald Young
Marco Vannini
Neeraj Kumar
Sujeeva Tissaarachchi

Customer reporting issue on myticket view

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