I can't figure out how to make it so that my users can see tickets that they have been subscribed to, without giving them permission to see all tickets. I'm not sure if it can't be done, or if I just haven't figured out how to do it. But as it stands for me now, this all or nothing situation is no good - I need to be able to open tickets, and subscribe them to a user, and have him be able to log in and see the tickets he has subscribed to, without being able to see tickets that others have been subscribed to.

Can anyone give me a hand on this?

CommentFileSizeAuthor
#6 support_give_access_to_subscribed_users.2.patch761 bytesjaypan
#4 support_give_access_to_subscribed_users.1.patch746 bytesjaypan

Comments

jeremy’s picture

jeremy commented
Category: support » feature

This is not currently possible. The closest feature is the "view other users tickets" permissions, which if not granted will only allow users to see tickets they created themselves. I think it would make sense to allow users without this permission to also view tickets that are assigned to them.

Marking as a feature request.

jaypan’s picture

jaypan
Location Victoria, BC
commented

Thanks - much appreciated. I agree, this is a feature I would definitely like to see. My problem is that my users are getting confused as the mails don't all get grouped in their inbox (even with gmail, which usually threads emails), so they lose track of exactly what is happening where.

Thanks for the quick response on this.

prasannah.ganeshan’s picture

prasannah.ganeshan commented

Please keep me posted I have the same issue which is big requirement in my project.

jaypan’s picture

jaypan
Location Victoria, BC
commented
StatusFileSize
new support_give_access_to_subscribed_users.1.patch746 bytes

The attached patch enables this feature.

jaypan’s picture

jaypan
Location Victoria, BC
commented

Sorry scratch that, the patch doesn't work. It gives access to all clients whether they are subscribed or not.

jaypan’s picture

jaypan
Location Victoria, BC
commented
StatusFileSize
new support_give_access_to_subscribed_users.2.patch761 bytes

Ok, I've fixed it in the following patch. In the last one I was checking for all users that could be subscribed to a ticket, but I wasn't checking their actual subscription status (whether the value in the 'active' column of the {support_assigned} table was set to 0 or 1). I have added this check and confirmed it on my own site. If a client is subscribed to a ticket, they are able to access the ticket, even when they don't have 'Access all [CLIENT] tickets' permissions.

jaypan’s picture

jaypan
Location Victoria, BC
commented
Status: Active » Needs review
eighthourlunch’s picture

eighthourlunch commented

I applied the second patch and got the following errors, (logged in or not):

warning: include_once(C:\xampp\xampp\htdocs\modules\support\support.module) [function.include-once]: failed to open stream: Permission denied in C:\xampp\xampp\htdocs\includes\bootstrap.inc on line 707.
warning: include_once() [function.include]: Failed opening './modules/support/support.module' for inclusion (include_path='.;C:\xampp\xampp\php\PEAR') in C:\xampp\xampp\htdocs\includes\bootstrap.inc on line 707.
warning: call_user_func_array() expects parameter 1 to be a valid callback, function 'support_access_clients' not found or invalid function name in C:\xampp\xampp\htdocs\includes\menu.inc on line 452.
warning: call_user_func_array() expects parameter 1 to be a valid callback, function 'support_access_clients' not found or invalid function name in C:\xampp\xampp\htdocs\includes\menu.inc on line 452.

jaypan’s picture

jaypan
Location Victoria, BC
commented

Check your permissions on the file support.module - it looks like they may be set wrong from those error messages.

eighthourlunch’s picture

eighthourlunch commented

That was it on the errors, thanks! Looks like applying the patch from cygwin doesn't put the local Administrators group in the security settings.

I still can't see newly assigned tasks, but it looks like when I saving it, it's not keeping the value from the assigned drop-down. I'll have to look to see if anyone's fixed that as well.

jaypan’s picture

jaypan
Location Victoria, BC
commented

Glad to have helped solve that - it was somewhat of a stab in the dark!

3dloco’s picture

3dloco commented
Status: Needs review » Reviewed & tested by the community

Thanks Jay! #6 is working great for me!

Marking as RTBC Thank you :)

izmeez’s picture

izmeez commented

subscribing

Dr.Katte’s picture

Dr.Katte commented

the patch is for 6.x-1.3, and hence this issue should be addressed automatically (without applying the patch) for 6.x-1.4, isn't it?

jeremy’s picture

jeremy commented
Version: 6.x-1.3 » 7.x-1.x-dev
Status: Reviewed & tested by the community » Patch (to be ported)

Cleaned up patch a little, and committed:
http://drupalcode.org/project/support.git/commit/814851a

Thanks!

bdragon’s picture

bdragon commented
Status: Patch (to be ported) » Fixed

Merged/ported to D7:
http://drupalcode.org/project/support.git/commit/618d3df0676747b409d4327...

Status: Fixed » Closed (fixed)

Automatically closed -- issue fixed for 2 weeks with no activity.