Customer Interface > Search returns unexpected results

[ThunderFox]

Hi guys,

So our OTRS deployment (version 5.0.6) has a small bug which has caused customer users to complain before.
When you're in the customer interface, and you want to search for a ticket, you use the Search feature and insert the ticket number exactly as it is.

However it seems this is always returning all the tickets that this customer has created, plus the one he has searched for. This is not really a concern when you've opened a small number of tickets. However, for customers that have opened several dozen tickets, this hinders the usability of this feature.

I reckon this is perhaps something that is misconfigured. Maybe not? How can it be fixed so that only the actual search results are returned?

Thanks.

[wurzel]

Hi,

first of all, you should update to latest patch release, to avoid "old" issues


There is an option in sysconfig for "access for all company tickets" or something in Frontend::Customer

If you disable it, the CustomerUser should see his tickets only, but not the tickets of same customer (customerID)

Florian

[ThunderFox]

Hi,

first of all, you should update to latest patch release, to avoid "old" issues


There is an option in sysconfig for "access for all company tickets" or something in Frontend::Customer

If you disable it, the CustomerUser should see his tickets only, but not the tickets of same customer (customerID)

Florian

Hi Florian,

First of all thanks for your input!

I understand we should update, but since it's not my call, I have to work with what I have been provided... You know how corporate life often goes
If an update would solve it, maybe I could raise that concern with someone.

Now, the issue in particular is not that I don't want the customer to see his tickets, or the company's tickets. In fact, every customer should be able to see all of the company's tickets or their owh tickets as long as they're given permissions for it (through Admin - Customer<>Service relationships). And this seems to work properly.

The issue is only when using the search feature. The resulting view from running a search should (at least that's what makes sense to me) only return the tickets that match the search criteria. The issue is, it's indeed returning these tickets, plus all the tickets that the customer has opened - including closed ones.

Let's say, for an example, that customer A opens tickets 001, 002, 004 and 007 for service Company::S1, to which he has a relationship.
Ticket 002 is solved and it's status eventually gets changed to 'Closed'.

Meanwhile, customer B which also works for Company, and has access to service Company::S1, opens ticket 008.

Customer A wants to see the status on ticket 008, so he uses the search feature and inputs '008' in the Ticket Number filter box.

The list that is returned by the search is then composed of:
#001 - Open
#002 - Closed
#004 - Open
#007 - Open
#008 - Open

My expectation is that when searching for ticket 008, Customer A should only see the ticket he searched for.

[ThunderFox]

Hi Guys,

Thanks for your help but I'm glad to communicate the problem is finally solved.

The cause for the problem was some old code that was customized to prevent Customer users from searching tickets outside their scope.
This had nothing to do with the out-of-the-box OTRS features.

Cheers.