- Used Zammad version: 6.3.1-1717069273.466794ba.jammy
- Used Zammad installation type: package
- Operating system: Ubuntu 22.04
- Browser + version: Firefox 126.0.1 64bit
Expected behavior:
- Be able to see tickets in all configured groups when permission is set to
ChangeandOverview
Actual behavior:
- Tickets of (a single group found so far) are not visible for the
rolethe user is member of - To see the tickets of that group it is necessary to set the permission to
fullwhich is not what is intended
Steps to reproduce the behavior:
- Import 50k+ tickets from OTRS
- Have 339 groups
- Set up manager role(s) to
changeandoverviewfor 55 groups - Try to open ticket from queue with id
144 - Get
Oops.. I'm sorry, but you have insufficient rights to open this Ticket.
Role information from API
{
"id": 506,
"name": "[REDACTED]",
"preferences": {},
"default_at_signup": false,
"active": true,
"note": "",
"updated_by_id": 85,
"created_by_id": 1647,
"created_at": "2024-06-05T13:42:21.398Z",
"updated_at": "2024-06-07T08:25:56.444Z",
"permission_ids": [
48,
50,
56,
57,
60
],
"knowledge_base_permission_ids": [],
"group_ids": {
"30": [
"change",
"overview"
],
"36": [
"change",
"overview"
],
"39": [
"change",
"overview"
],
"40": [
"change",
"overview"
],
"42": [
"change",
"overview"
],
"45": [
"change",
"overview"
],
"65": [
"change",
"overview"
],
"66": [
"change",
"overview"
],
"103": [
"change",
"overview"
],
"121": [
"change",
"overview"
],
"122": [
"change",
"overview"
],
"123": [
"change",
"overview"
],
"124": [
"change",
"overview"
],
"125": [
"change",
"overview"
],
"126": [
"change",
"overview"
],
"127": [
"change",
"overview"
],
"128": [
"change",
"overview"
],
"129": [
"change",
"overview"
],
"130": [
"change",
"overview"
],
"131": [
"change",
"overview"
],
"132": [
"change",
"overview"
],
"133": [
"change",
"overview"
],
"134": [
"change",
"overview"
],
"135": [
"change",
"overview"
],
"136": [
"change",
"overview"
],
"137": [
"change",
"overview"
],
"138": [
"change",
"overview"
],
"139": [
"change",
"overview"
],
"140": [
"change",
"overview"
],
"141": [
"change",
"overview"
],
"142": [
"change",
"overview"
],
"143": [
"change",
"overview"
],
"144": [
"change",
"overview"
],
"145": [
"change",
"overview"
],
"146": [
"change",
"overview"
],
"147": [
"change",
"overview"
],
"148": [
"change",
"overview"
],
"149": [
"change",
"overview"
],
"150": [
"change",
"overview"
],
"151": [
"change",
"overview"
],
"152": [
"change",
"overview"
],
"153": [
"change",
"overview"
],
"154": [
"change",
"overview"
],
"155": [
"change",
"overview"
],
"156": [
"change",
"overview"
],
"157": [
"change",
"overview"
],
"158": [
"change",
"overview"
],
"159": [
"change",
"overview"
],
"160": [
"change",
"overview"
],
"173": [
"change",
"overview"
],
"175": [
"change",
"overview"
],
"176": [
"change",
"overview"
],
"180": [
"change",
"overview"
],
"182": [
"change",
"overview"
],
"188": [
"change",
"overview"
]
}
}
Zammad log
I, [2024-06-07T08:37:39.812660#10136-149720] INFO -- : Started GET "/api/v1/ticket_overview?_=1717749447735" for [REDACTED] at 2024-06-07 08:37:39 +0000
I, [2024-06-07T08:37:39.821265#10136-149720] INFO -- : Processing by TicketOverviewsController#data as JSON
I, [2024-06-07T08:37:39.821346#10136-149720] INFO -- : Parameters: {"_"=>"1717749447735"}
I, [2024-06-07T08:37:40.900773#10136-149720] INFO -- : Completed 200 OK in 1079ms (Views: 107.2ms | ActiveRecord: 370.7ms | Allocations: 305238)
I, [2024-06-07T08:37:41.330071#1020-6786200] INFO -- : execute Channel.fetch (try_count 0)...
I, [2024-06-07T08:37:41.332572#1020-6786200] INFO -- : fetching pop3 (pop.imitate.email/NbSJAxVFWkCEhwGP454fMw port=995,ssl=true)
I, [2024-06-07T08:37:41.516236#1020-6786200] INFO -- : - no message
I, [2024-06-07T08:37:41.516325#1020-6786200] INFO -- : done
I, [2024-06-07T08:37:41.527037#1020-6786200] INFO -- : ended Channel.fetch took: 0.202658546 seconds.
I, [2024-06-07T08:37:45.994470#10136-149780] INFO -- : Started POST "/api/v1/taskbar" for [REDACTED] at 2024-06-07 08:37:45 +0000
I, [2024-06-07T08:37:45.999331#10084-149720] INFO -- : Started GET "/api/v1/tickets/49878?all=true&auto_assign=true&_=1717749447736" for [REDACTED] at 2024-06-07 08:37:45 +0000
I, [2024-06-07T08:37:46.002702#10136-149780] INFO -- : Processing by TaskbarController#create as JSON
I, [2024-06-07T08:37:46.002927#10136-149780] INFO -- : Parameters: {"key"=>"Ticket-49878", "callback"=>"TicketZoom", "params"=>{"ticket_id"=>49878, "overview_id"=>25, "shown"=>true}, "prio"=>3, "notify"=>false, "active"=>true, "id"=>"c-1"}
I, [2024-06-07T08:37:46.009787#10084-149720] INFO -- : Processing by TicketsController#show as JSON
I, [2024-06-07T08:37:46.009889#10084-149720] INFO -- : Parameters: {"all"=>"true", "auto_assign"=>"true", "_"=>"1717749447736", "id"=>"49878"}
I, [2024-06-07T08:37:46.039047#10136-149780] INFO -- : Completed 201 Created in 36ms (Views: 0.7ms | ActiveRecord: 8.0ms | Allocations: 6822)
I, [2024-06-07T08:37:46.046745#10084-149720] INFO -- : not allowed to show? this Ticket (Pundit::NotAuthorizedError)
app/controllers/application_controller/authorizes.rb:10:in `authorize!'
app/controllers/tickets_controller.rb:51:in `show'
app/controllers/application_controller/has_download.rb:17:in `block (4 levels) in <module:HasDownload>'
app/controllers/application_controller/has_download.rb:16:in `block (3 levels) in <module:HasDownload>'
app/controllers/application_controller/has_download.rb:15:in `block (2 levels) in <module:HasDownload>'
app/controllers/application_controller/handles_transitions.rb:16:in `handle_transaction'
I, [2024-06-07T08:37:46.047599#10084-149720] INFO -- : Not authorized (Exceptions::Forbidden)
I, [2024-06-07T08:37:46.048589#10084-149720] INFO -- : Completed 403 Forbidden in 39ms (Views: 0.6ms | ActiveRecord: 13.2ms | Allocations: 7356)
Ticket details:
id 49878
[3] pry(main)> Ticket.find_by(id: 49878)
=> #<Ticket:0x00007d08705fdc00
id: 49878,
group_id: 144,
priority_id: 3,
state_id: 4, # STATE 4 = OPEN
organization_id: 992,
number: "2023091310000246",
title: "[REDACTED]",
owner_id: 1,
customer_id: 784,
note: nil,
first_response_at: Wed, 13 Sep 2023 15:35:09.000000000 UTC +00:00,
first_response_escalation_at: nil,
first_response_in_min: nil,
first_response_diff_in_min: nil,
close_at: Mon, 18 Sep 2023 11:28:08.000000000 UTC +00:00,
close_escalation_at: nil,
close_in_min: nil,
close_diff_in_min: nil,
update_escalation_at: nil,
update_in_min: nil,
update_diff_in_min: nil,
last_close_at: Fri, 31 May 2024 12:31:31.434000000 UTC +00:00,
last_contact_at: Thu, 06 Jun 2024 08:10:11.603000000 UTC +00:00,
last_contact_agent_at: Fri, 15 Sep 2023 10:40:28.000000000 UTC +00:00,
last_contact_customer_at: Thu, 06 Jun 2024 08:10:11.603000000 UTC +00:00,
last_owner_update_at: nil,
create_article_type_id: nil,
create_article_sender_id: nil,
article_count: 9,
escalation_at: nil,
pending_time: nil,
type: nil,
time_unit: nil,
preferences:
{"escalation_calculation"=>
{"first_response_at"=>Wed, 13 Sep 2023 15:35:09.000000000 UTC +00:00,
"last_update_at"=>Thu, 06 Jun 2024 08:10:11.603000000 UTC +00:00,
"close_at"=>Mon, 18 Sep 2023 11:28:08.000000000 UTC +00:00,
"last_contact_at"=>Thu, 06 Jun 2024 08:10:11.603000000 UTC +00:00,
"sla_id"=>1,
"sla_updated_at"=>Wed, 05 Jun 2024 15:29:42.404000000 UTC +00:00,
"calendar_id"=>1,
"calendar_updated_at"=>Thu, 06 Jun 2024 13:34:19.709000000 UTC +00:00,
"escalation_disabled"=>false}},
updated_by_id: 784,
created_by_id: 784,
created_at: Wed, 13 Sep 2023 15:29:21.000000000 UTC +00:00,
updated_at: Thu, 06 Jun 2024 20:57:15.713000000 UTC +00:00,
ticket_free_text1: nil,
ticket_free_key2: nil,
ticket_free_text2: nil,
ticket_free_key3: nil,
ticket_free_text3: nil,
ticket_free_key4: nil,
ticket_free_text4: nil>
Compared to a working ticket like e.g. 52374
[4] pry(main)> Ticket.find_by(id: 52374)
=> #<Ticket:0x00007d08705f3840 id: 52374,
group_id: 147,
priority_id: 3,
state_id: 1, # STATE 1 = NEW
organization_id: 387,
number: "2024042410000171",
title: "[REDACTED]",
owner_id: 1,
customer_id: 314,
note: nil,
first_response_at: nil,
first_response_escalation_at: nil,
first_response_in_min: nil,
first_response_diff_in_min: nil,
close_at: nil,
close_escalation_at: nil,
close_in_min: nil,
close_diff_in_min: nil,
update_escalation_at: nil,
update_in_min: nil,
update_diff_in_min: nil,
last_close_at: nil,
last_contact_at: nil,
last_contact_agent_at: nil,
last_contact_customer_at: nil,
last_owner_update_at: nil,
create_article_type_id: 10,
create_article_sender_id: 2,
article_count: 1,
escalation_at: nil,
pending_time: nil,
type: nil,
time_unit: nil,
preferences:
{"escalation_calculation"=>
{"sla_id"=>1,
"sla_updated_at"=>Wed, 05 Jun 2024 15:29:42.404000000 UTC +00:00,
"calendar_id"=>1,
"calendar_updated_at"=>Wed, 05 Jun 2024 13:34:10.274000000 UTC +00:00,
"escalation_disabled"=>false}},
updated_by_id: 1,
created_by_id: 314,
created_at: Wed, 24 Apr 2024 17:00:44.000000000 UTC +00:00,
updated_at: Wed, 05 Jun 2024 15:29:45.245000000 UTC +00:00,
ticket_free_text1: nil,
ticket_free_key2: nil,
ticket_free_text2: nil,
ticket_free_key3: nil,
ticket_free_text3: nil,
ticket_free_key4: nil,
ticket_free_text4: nil>
Thanks for any ideas or tips