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Assignment Restriction Issue #4744

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merged 1 commit into from Mar 26, 2019

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@aydreeihn
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commented Feb 19, 2019

This commit fixes an issue where we were not checking the restrictions on Ticket assignment correctly. isAccessLimited returns true if showAssignedOnly is true, so we wouldn't want to negate the isAccessLimited check (that would return true if access is not limited).

Also, if an Agent's access is limited to assigned tickets only, we can return the assigned tickets once we have them without needing to go through any further processing.

Note: queue counts update themselves a little after you toggle the 'Limit ticket access to ONLY assigned tickets' check box. The 'See all tickets in search results, regardless of access' still works correctly as well.

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commented Feb 19, 2019

Thank you :)

@protich

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commented Feb 25, 2019

I agree to the change to getTicketsVisibility() - but can you test a limited agent clicking a ticket they only have access to via assignment?

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commented Feb 25, 2019

I tested it and yes the can only have access to assigned tickets. They can see them in open status tab and in the my tickets tab.

@aydreeihn aydreeihn force-pushed the aydreeihn:issue/show-assigned-only branch from 59427a4 to e372731 Feb 25, 2019

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commented Feb 25, 2019

When testing it, it's true that agents still have access to tickets that they only have access to via assignment as long as the ticket is open. Shouldn't they still have access though even if the ticket is closed? I modified my code to allow that access, but if we still want to restrict it, just let me know and I can put that restriction back.

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commented Feb 25, 2019

@aydreeihn - No - closed tickets are no longer assigned, since closing agent might not necessarily be the agent who was assigned.

To extend access to previously assigned agents or closing agents we would have to add auto-referral (which is really assignment) with a setting to enable it.

@aydreeihn aydreeihn force-pushed the aydreeihn:issue/show-assigned-only branch from e372731 to a4d6e97 Feb 26, 2019

@aydreeihn aydreeihn force-pushed the aydreeihn:issue/show-assigned-only branch from a4d6e97 to 6cc0cc1 Mar 26, 2019

Assignment Restriction Issue
This commit fixes an issue where we were not checking the restrictions on Ticket assignment correctly. isAccessLimited returns true if showAssignedOnly is true, so we wouldn't want to negate the isAccessLimited check (that would return true if access is not limited).

Also, if an Agent's access is limited to assigned tickets only, we can return the assigned tickets once we have them without needing to go through any further processing.

Finally, we should still allow an agent to view an assigned ticket even if the ticket is closed.

Note: queue counts update themselves a little after you toggle the 'Limit ticket access to ONLY assigned tickets' check box. The 'See all tickets in search results, regardless of access' still works correctly as well.

@aydreeihn aydreeihn force-pushed the aydreeihn:issue/show-assigned-only branch from 6cc0cc1 to 2ba9231 Mar 26, 2019

@protich protich merged commit cebdcdd into osTicket:develop-next Mar 26, 2019

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