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<p class="MsoNormal"><span lang="EN-US">Hello,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I’m using RT 4.4.0<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I found the following problem:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I have a custom field “category” with settings “select one value”. There are 5 possible values.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I build a search for all tickets like the following<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Queue = ‘General’ AND Owner = ‘Nobody’ <span style="background:yellow;mso-highlight:yellow">
AND ‘CF.{category}’ != ‘one’</span><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I found that the search results ignore the part CF.{category} != ‘one’ and shows all tickets, no matter which category.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I tested with CF.{category} <span style="background:yellow;mso-highlight:yellow">
=</span> ‘one’ and this works – it shows all the ticket with category ‘one’<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I used the same search with root-user, and it always works as expected – so I thought this would be a problem with permissions.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">My default-user has the following permissions on this queue:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">“general rights” </span><span lang="EN-US" style="font-family:Wingdings">à</span><span lang="EN-US"> all<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">“Rights for Staff” </span><span lang="EN-US" style="font-family:Wingdings">à</span><span lang="EN-US"> all but “delete tickets” and “forward messages outside of RT”<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">“rights for Administrators” </span><span lang="EN-US" style="font-family:Wingdings">à</span><span lang="EN-US"> no permissions<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">My next try was changing the permissions of the custom field.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">I found out that, as soon as the user has the permission “General rights”
</span><span lang="EN-US" style="font-family:Wingdings">à</span><span lang="EN-US"> “view custom fields” on the “category”-Custom field, the search is working as expected.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">So in short:<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Search on the CF with = operator works always,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Search on the CF with != operator works only, if the user has “view custom fields” permission on the custom field.<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">So I have a possible solution now, but I would like to understand how this error occurs. Is this a bug or a feature?<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-US"><o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Best regards<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-US">Bernhard<o:p></o:p></span></p>
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