[rt-users] Problem seeing all unowned tickets.

[Lander, Scott]

Nick,
   Thanks for the reply - that did resolve the ticket issue.   Testing now to see what kind of performance change we see.

Scott


-----Original Message-----
From: Nick Kartsioukas [mailto:change+lists.rt at nightwind.net] 
Sent: Thursday, December 03, 2009 5:15 PM
To: Lander, Scott; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Problem seeing all unowned tickets.

On Thu, 3 Dec 2009 16:59:25 -0500, "Lander, Scott"
<slander at hearstsc.com> said:
>    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.

If you set $UseSQLForACLChecks, that should fix the problem.
>From RT_Config.pl:
"In RT for ages ACL are checked after search what in some situtations
result in empty search pages and wrong count of tickets.  Set
$UseSQLForACLChecks to 1 to use SQL and get rid of these problems. 
However, this option is beta. In some cases it result in performance
improvements, but some setups can not handle it."

Depending on how many users/groups you have and how your database is
configured you may see a performance hit, maybe give it a try on a test
instance and see how much of an impact there is.
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