issues with permissions [SOLVED]

rvaldomir · Post by **rvaldomir** » 05 Feb 2016, 15:10

Something strange it is happening with an agent user in random tickets.

A ticket is created, is being worked, everything is fine. But from a moment to another this ticket start to show more action items than normal (owner, responsible are shown up) and this user has no rights for that. If you check another ticket (same queue is correct, it is what I expect).

Permissions on users vs group checked, users vs roles checked, roles vs groups checked, also user checked in AD.

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wheelshot · Post by **wheelshot** » 05 Feb 2016, 16:28

Have you checked group vs queue? If youre saying the behaviour is different from one queue to another this might be a possibility that it aint the same group related.

RStraub · Post by **RStraub** » 05 Feb 2016, 16:41

This baffles me as the tickets seem to be identical. Same queue, type, process...

If you have a dev/test setup you could try to deactivate one ACL after another and see where it chokes up.

wheelshot · Post by **wheelshot** » 05 Feb 2016, 16:45

wheelshot wrote:Have you checked group vs queue? If youre saying the behaviour is different from one queue to another this might be a possibility that it aint the same group related.

My bad, didnt read right. Its in the same queue

rvaldomir · Post by **rvaldomir** » 05 Feb 2016, 17:36

RStraub wrote:This baffles me as the tickets seem to be identical. Same queue, type, process...

If you have a dev/test setup you could try to deactivate one ACL after another and see where it chokes up.

no because has no logic to do that if you the image same tickets are identically. :s

rvaldomir · Post by **rvaldomir** » 18 Feb 2016, 22:26

What I found as difference between tickets is that the ones were acls are failing are linked to others.

rvaldomir · Post by **rvaldomir** » 03 Mar 2016, 15:22

any help? will be really appreciated.

rvaldomir · Post by **rvaldomir** » 29 Mar 2016, 22:14

alexus · Post by **alexus** » 01 Apr 2016, 01:00

What type of link is established between the tickets?
I'd recommend you to remove the link between them and check the issue.

rvaldomir · Post by **rvaldomir** » 01 Apr 2016, 01:03

Parent / child is the relationship.

Already tested, once removed everything works fine.

alexus · Post by **alexus** » 01 Apr 2016, 01:29

Which one is the parent?
May be you have some specific ACL or custom for Parent/child tickets?

wurzel · Post by **wurzel** » 01 Apr 2016, 08:09

Hi,

maybe it is >200 articles the reason?

There is also a Ticket ACL in sysconfig for parent/child. Maybe you can check this?

Flo

rvaldomir · Post by **rvaldomir** » 05 Apr 2016, 14:12

Hi Flo,

Yes, I just realized that the parent has 326 articles. What is the issue with that?

In sysconfig you are pointing to this ACL? it is currently active, because we use this restriction.

Ticket::Acl::Module###1-Ticket::Acl::Module

wurzel · Post by **wurzel** » 05 Apr 2016, 18:26

Hi,

rvaldomir wrote: Yes, I just realized that the parent has 326 articles. What is the issue with that?

This should not be a issue. This was a "maybe" question.

rvaldomir wrote: In sysconfig you are pointing to this ACL? it is currently active, because we use this restriction.
Ticket::Acl::Module###1-Ticket::Acl::Module

Yes, I meant this.
What if you disable it?

Florian

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issues with permissions [SOLVED]

issues with permissions [SOLVED]

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