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<p class=MsoNormal>All,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> In RT 3.8.5. I have a dozen
or so queues, and people can't see tickets outside their own workgroup queue.
This works fine. Each user has the X newest unowned
tickets search on their RT at a Glance page (the default). Until
recently, this worked fine, but, recently people started reporting tickets
missing from that search.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> The search is pretty simple - select where
owner = 'Nobody' and (Status = 'new' or Status = 'open')<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> When I ran this (or viewed it) as root I saw
all the tickets. <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> When I clicked on the "X Newest unowned tickets"
tab, I would see all of the tickets - and in this case, there were 9, while the
X in X Newest unowned tickets was 10. So, I expected to see
all 9 tickets in the RT at a Glance page.
Nope.... Then I noticed that the search said 30 tickets found!
OK - thats what I saw as root, too, because I was seeing all tickets, not just
the ones in the users queue... <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> I noticed that the ticket that was
missing from the user queue was ticket 19 in the root list. So, I
set the users X displayed tickets to be 20. Loh and behold - the
missing ticket now shows up in his RT at a Glance!<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> It turns out, we now have 20 (and growing)
tickets that are no longer displayed in the home page, not because of any
problem with the ticket, but, just their position in the list! IE, even
though the list has 30 tickets, across all of our queues, each user can only
see tickets in the first 10 positions.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> Does this description make any
sense? Does anyone have any clues how I can fix
this? Obviously it will quickly be a major problem for us.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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