[rt-users] RES: Customer cannot see tickets with active custom status

Kevin Falcone falcone at bestpractical.com
Thu Mar 15 11:52:11 EDT 2012


On Mon, Mar 05, 2012 at 12:41:25PM +0000, Diaulas Castro wrote:
> >>"I can't replicate this on a clean 4.0.5.  Have you customized the self service at all?  It requests a list of all possibly active statuses to use in the search, so if this is breaking, it's most likely because the >>Requestor can't see a ticket in some queue." Kevin
> 
> SelfService intact as come from Ubuntu apt.
> 
> If I put the ticket number on top-right search box I got the ticket showing, this exclude permission problem?

That removes permissions and moves on to "Is the user correctly listed as
a Requestor / Cc of the ticket".  It can be easy sometimes to have 2
accounts in RT, especially for unprivileged users, so make sure the
exact same user is logged in and listed as a Requestor.

-kevin
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