Auto-Refer on Close Problem

ItManagerMagData

Hi All...
I've this problem, when I assign a ticket to an Agent that have checked the box on "Limit Ticket access to ONLY assigned tickets", and the agent close the ticket, if I reopen the ticket, the referral is lost even if the "Auto-Refer on Close" box is marked.
I noticed that it is indifferent if the "Limit Access" is checked at the end of the ticket, but it changes if it is not at the reopening.
I try to explain myself better... if the agent closes the ticket with "Limit Access" flagged or not, nothing changes... while if the box is checked at the reopening, the ticket is reopened without assignment, but if the box is unchecked the ticket is correctly reassigned to the operator who closed it.

The ticket does not even appear in the tickets closed by the agent (if the flag is active), but if I give him permission to search in all the tickets, he can find and interact with it, seeing that it has been closed and assigned to him.

OsTicket Version is 1.17.4

Thanks
Marco

P.S. sorry for my English

KevinTheJedi

ItManagerMagData

This is by design. You can see in the setStatus() function where we check if Staff can Access the Department (canAccessDept()). This function calls isAccessLimited() to check if the Agent has Limited Access. Finally, the isAccessLimited() function checks if the Agent has limited access (ie. only assigned tickets). If the Agent has limited access they will not be re-assigned.

Cheers.

mikekam

Hello @KevinTheJedi,I wanted to get some clarification on the auto-refer on close option. According to the help message, it seems like this option is intended to provide access to those with limited access. It gives the impression that the agent will be able to view closed tickets. If that is not the case, could you clarify what this option does? Thanks!

KevinTheJedi

mikekam

When that option is enabled it will refer either the currently assigned Agent (if one) or the current closing Agent to the Ticket. In order for them to search for the Ticket they must have the Admin Panel > Agents > Agents > click their name > Permissions > Miscellaneous > Search - See all tickets in search results, regardless of access Permission enabled.

Now, you are correct in that they cannot easily view the Closed Tickets they are referred to. However, they definitely can if they have that permission enabled and they search for it by number, subject, etc. With this being said I will have to review the code to see if it’s by design we don’t show them in the Closed Queue or if it’s a bug.

Cheers.__

mikekam

Thank you, @KevinTheJedi, for clarifying.

Based on the Auto-refer and Limit ticket access to ONLY assigned tickets options, agents with limited access can retrieve and view the tickets they closed by directly opening the ticket URL. However, due to their inability to list or search for closed tickets, they currently have no means of determining the closed ticket URL. I am not sure if this is intentional or a bug since they can access the ticket details but are unable to search or list these closed tickets they closed. Are you able to verify if this is a bug instead?

Your suggestion to enable the visibility of all tickets in search results seems contradictory to our goal of limiting agent access. Initially, the intention was for them to access only the tickets assigned to them.

mikekam

Hi @KevinTheJedi, I just wanted to quickly reach out to see if there have been any updates regarding the status of confirming whether the issue is indeed a bug. Thanks for your help.

KevinTheJedi

mikekam

Not at this time. Still on our list to look into.

Cheers.

KevinTheJedi

mikekam

Here is the official pull request that addresses the issue of Referred Tickets not appearing in the Closed Queues:

https://github.com/osTicket/osTicket/pull/6702

This pull request is subject to change as testing commences and feedback is provided. However, I tested the changes and they are working as intended and correctly show the Referred Tickets in the Closed Queues.

Cheers.

desarrolloINV

Hello, I applied the indicated change but it did not work for me, the list of tickets is not displayed.

mikekam

desarrolloINV

I can verified the changes works for us.

desarrolloINV

¿Has anyone else applied KevinTheJedi solution?
The only way they can view closed tickets is by deactivating the "Limit access ONLY to assigned tickets" option.
If you have another solution, please let me know.

KevinTheJedi

desarrolloINV

It sounds like you didn’t apply the changes correctly.

Cheers.