[rt-users] users do not see All latest unowned tickets, just few

Ruslan Zakirov ruslan.zakirov at gmail.com
Wed Jan 27 03:17:54 EST 2010


Hello, Mirosalv.

Read carefuly description of the UseSQLForACLChecks option in the
config. In some cases I suspect it can slow down system and in some it
can greatly improve. If your case is slowdown then we would like to
know more about your setup and may be would be able to fix.

On Wed, Jan 27, 2010 at 11:06 AM, Miroslav Horvath <Avenger1 at atlas.sk> wrote:
>
> Hello. We have some small issue, and we don't know how to fix it.
>
> In RT 3.8.4, we have 10 Queues, for different support teams. Each support
> team is able to see only his tickets and his queue.
>
> Now the example: In the RT we have 300 unowned tickets together, within all
> support teams.
>
> And now, when some agent from some team logs into RT, he does see only for
> example 2 new tickets in the "30 newest unowned tickets"  even if he should
> see 10.
>
> The problem is, that in the 30 newest unowned tickets there are 30 tickets
> from all queues. Me as an admin, I can see all tickets, and the users should
> see only their last 30 unowned tickets on the home page.
>
> But it works now like this. The agent see only 2 on the main page, and when
> he clicks on the link on "30 newest unowned tickets", on the page he see
> next 4 tickets, but on the bottom there are 10 pages, so when he clicks on
> next page, he see another 2, and so ...
>
> How to set the RT so, that each support team will see their last 30 unowned
> tickets on the main page which will not be affected by another unowned
> tickets from other teams. So if there is together 300 unonwned tickets for
> all teams, then each team will be able to see last 30 tickets on main page.
>
> See the pictures below. On the main page we see 2 tickets, but hittint the
> 30 tickets we got search result, where it found 752 tickets, but those are
> tickets from other teams, and those 7 other tickets even they are not owned
> and not very old are not displayed on main page.
>
> http://old.nabble.com/file/p27335366/Snap1.jpg Snap1.jpg
> http://old.nabble.com/file/p27335366/Snap2.jpg Snap2.jpg
>
> Here is the picture from my view, as an ADMIN. So I see all tickets (also
> all last 30 tickets) and all queues.
> http://old.nabble.com/file/p27335366/Snap3.jpg Snap3.jpg
> --
> View this message in context: http://old.nabble.com/users-do-not-see-All-latest-unowned-tickets%2C-just-few-tp27335366p27335366.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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-- 
Best regards, Ruslan.



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