Ticket visible to technician profile user when he goes to self-service profile

wc55 commented 2 years ago

Code of Conduct

[X] I agree to follow this project's Code of Conduct

Is there an existing issue for this?

[X] I have searched the existing issues

Version

10.0.2

Bug description

The technician profile user opens a ticket and places a self-service profile user as the requester, but when the technician goes to his self-service profile, the technician continues viewing the ticket

Relevant log output

No log errors

Page URL

http://localhost/glpi/front/ticket.form.php

Steps To reproduce

Use the technician profile. Access Assistance > Create a ticket:

Add a self-service profile user:

Ticket created:

Technician profile screen:

Accessing the ticket. Obs: The ticket has been opened and the technician has been added as a requester along with the self-service profile user.

Historical:

Access Setup > General > Default Values:

Only one active business rule

Rule configuration

Switch to self-service profile:

I didn't get all the images, but I removed the technician profile user from the ticket requesters

Historical:

Your GLPI setup information

Information about system installation & configuration

GLPI 10.0.2 (/glpi => C:\xampp\htdocs\glpi)
Installation mode: TARBALL
Current language:en_US

Server

 
Operating system: Windows NT UNOUNIV-VFNBAD8 10.0 build 19044 (Windows 10) AMD64
PHP 8.1.6 apache2handler (Core, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, bcmath, bz2, calendar,
    ctype, curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, intl, json, ldap, libxml, mbstring, mysqli,
    mysqlnd, openssl, pcre, pdo_mysql, pdo_sqlite, readline, session, standard, tokenizer, xml, xmlreader, xmlwriter, zip, zlib)
Setup: max_execution_time="120" memory_limit="1024M" post_max_size="40M" safe_mode="" session.save_handler="files"
    upload_max_filesize="40M" 
Software: Apache/2.4.53 (Win64) OpenSSL/1.1.1n PHP/8.1.6 (Apache/2.4.53 (Win64) OpenSSL/1.1.1n PHP/8.1.6 Server at localhost
    Port 80
)
    Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:103.0) Gecko/20100101 Firefox/103.0
Server Software: mariadb.org binary distribution
    Server Version: 10.4.24-MariaDB
    Server SQL Mode: NO_ZERO_IN_DATE,NO_ZERO_DATE,NO_ENGINE_SUBSTITUTION
    Parameters: root@localhost/glpidb
    Host info: localhost via TCP/IP

PHP version (8.1.6) is supported.
Sessions configuration is OK.
Allocated memory is sufficient.
mysqli extension is installed.
Following extensions are installed: dom, fileinfo, json, simplexml.
curl extension is installed.
gd extension is installed.
intl extension is installed.
libxml extension is installed.
zlib extension is installed.
The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.
Database engine version (10.4.24) is supported.
The log file has been created successfully.
Write access to C:\xampp\htdocs\glpi/files/_cache has been validated.
Write access to C:\xampp\htdocs\glpi/config has been validated.
Write access to C:\xampp\htdocs\glpi/files/_cron has been validated.
Write access to C:\xampp\htdocs\glpi/files has been validated.
Write access to C:\xampp\htdocs\glpi/files/_dumps has been validated.
Write access to C:\xampp\htdocs\glpi/files/_graphs has been validated.
Write access to C:\xampp\htdocs\glpi/files/_lock has been validated.
Write access to C:\xampp\htdocs\glpi/files/_pictures has been validated.
Write access to C:\xampp\htdocs\glpi/files/_plugins has been validated.
Write access to C:\xampp\htdocs\glpi/files/_rss has been validated.
Write access to C:\xampp\htdocs\glpi/files/_sessions has been validated.
Write access to C:\xampp\htdocs\glpi/files/_tmp has been validated.
Write access to C:\xampp\htdocs\glpi/files/_uploads has been validated.
Web access to files directory is protected
exif extension is installed.
ldap extension is installed.
openssl extension is installed.
zip extension is installed.
bz2 extension is installed.
Zend OPcache extension is installed.
Following extensions are installed: ctype, iconv, mbstring.
Following extensions are not present: sodium.
Write access to C:\xampp\htdocs\glpi/marketplace has been validated.
Timezones seems not loaded, see https://glpi-install.readthedocs.io/en/latest/timezones.html.

GLPI constants

 
GLPI_ROOT: C:\xampp\htdocs\glpi
GLPI_CONFIG_DIR: C:\xampp\htdocs\glpi/config
GLPI_VAR_DIR: C:\xampp\htdocs\glpi/files
GLPI_MARKETPLACE_DIR: C:\xampp\htdocs\glpi/marketplace
GLPI_USE_CSRF_CHECK: 1
GLPI_CSRF_EXPIRES: 7200
GLPI_CSRF_MAX_TOKENS: 100
GLPI_USE_IDOR_CHECK: 1
GLPI_IDOR_EXPIRES: 7200
GLPI_ALLOW_IFRAME_IN_RICH_TEXT: 
GLPI_TELEMETRY_URI: https://telemetry.glpi-project.org
GLPI_INSTALL_MODE: TARBALL
GLPI_NETWORK_MAIL: glpi@teclib.com
GLPI_NETWORK_SERVICES: https://services.glpi-network.com
GLPI_MARKETPLACE_ALLOW_OVERRIDE: 1
GLPI_MARKETPLACE_MANUAL_DOWNLOADS: 1
GLPI_USER_AGENT_EXTRA_COMMENTS: 
GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: 1
GLPI_AJAX_DASHBOARD: 1
GLPI_CALDAV_IMPORT_STATE: 0
GLPI_DEMO_MODE: 0
GLPI_CENTRAL_WARNINGS: 1
GLPI_DOC_DIR: C:\xampp\htdocs\glpi/files
GLPI_CACHE_DIR: C:\xampp\htdocs\glpi/files/_cache
GLPI_CRON_DIR: C:\xampp\htdocs\glpi/files/_cron
GLPI_DUMP_DIR: C:\xampp\htdocs\glpi/files/_dumps
GLPI_GRAPH_DIR: C:\xampp\htdocs\glpi/files/_graphs
GLPI_LOCAL_I18N_DIR: C:\xampp\htdocs\glpi/files/_locales
GLPI_LOCK_DIR: C:\xampp\htdocs\glpi/files/_lock
GLPI_LOG_DIR: C:\xampp\htdocs\glpi/files/_log
GLPI_PICTURE_DIR: C:\xampp\htdocs\glpi/files/_pictures
GLPI_PLUGIN_DOC_DIR: C:\xampp\htdocs\glpi/files/_plugins
GLPI_RSS_DIR: C:\xampp\htdocs\glpi/files/_rss
GLPI_SESSION_DIR: C:\xampp\htdocs\glpi/files/_sessions
GLPI_TMP_DIR: C:\xampp\htdocs\glpi/files/_tmp
GLPI_UPLOAD_DIR: C:\xampp\htdocs\glpi/files/_uploads
GLPI_INVENTORY_DIR: C:\xampp\htdocs\glpi/files/_inventories
GLPI_NETWORK_REGISTRATION_API_URL: https://services.glpi-network.com/api/registration/
GLPI_MARKETPLACE_PLUGINS_API_URI: https://services.glpi-network.com/api/glpi-plugins/
GLPI_I18N_DIR: C:\xampp\htdocs\glpi/locales
GLPI_VERSION: 10.0.2
GLPI_SCHEMA_VERSION: 10.0.2@a130db99c7d9b131c2e2ea59fe0d6260fe93d831
GLPI_MARKETPLACE_PRERELEASES: 
GLPI_MIN_PHP: 7.4.0
GLPI_MAX_PHP: 8.2.0
GLPI_YEAR: 2022

Libraries

 
htmlawed/htmlawed version 1.2.6 in (C:\xampp\htdocs\glpi\vendor\htmlawed\htmlawed)
phpmailer/phpmailer version 6.6.0 in (C:\xampp\htdocs\glpi\vendor\phpmailer\phpmailer\src)
simplepie/simplepie version 1.5.8 in (C:\xampp\htdocs\glpi\vendor\simplepie\simplepie\library)
tecnickcom/tcpdf version 6.4.4 in (C:\xampp\htdocs\glpi\vendor\tecnickcom\tcpdf)
michelf/php-markdown in (C:\xampp\htdocs\glpi\vendor\michelf\php-markdown\Michelf)
true/punycode in (C:\xampp\htdocs\glpi\vendor\true\punycode\src)
iamcal/lib_autolink in (C:\xampp\htdocs\glpi\vendor\iamcal\lib_autolink)
sabre/dav in (C:\xampp\htdocs\glpi\vendor\sabre\dav\lib\DAV)
sabre/http in (C:\xampp\htdocs\glpi\vendor\sabre\http\lib)
sabre/uri in (C:\xampp\htdocs\glpi\vendor\sabre\uri\lib)
sabre/vobject in (C:\xampp\htdocs\glpi\vendor\sabre\vobject\lib)
laminas/laminas-i18n in (C:\xampp\htdocs\glpi\vendor\laminas\laminas-i18n\src)
laminas/laminas-servicemanager in (C:\xampp\htdocs\glpi\vendor\laminas\laminas-servicemanager\src)
monolog/monolog in (C:\xampp\htdocs\glpi\vendor\monolog\monolog\src\Monolog)
sebastian/diff in (C:\xampp\htdocs\glpi\vendor\sebastian\diff\src)
donatj/phpuseragentparser in (C:\xampp\htdocs\glpi\vendor\donatj\phpuseragentparser\src\UserAgent)
elvanto/litemoji in (C:\xampp\htdocs\glpi\vendor\elvanto\litemoji\src)
symfony/console in (C:\xampp\htdocs\glpi\vendor\symfony\console)
scssphp/scssphp in (C:\xampp\htdocs\glpi\vendor\scssphp\scssphp\src)
laminas/laminas-mail in (C:\xampp\htdocs\glpi\vendor\laminas\laminas-mail\src\Protocol)
laminas/laminas-mime in (C:\xampp\htdocs\glpi\vendor\laminas\laminas-mime\src)
rlanvin/php-rrule in (C:\xampp\htdocs\glpi\vendor\rlanvin\php-rrule\src)
blueimp/jquery-file-upload in (C:\xampp\htdocs\glpi\vendor\blueimp\jquery-file-upload\server\php)
ramsey/uuid in (C:\xampp\htdocs\glpi\vendor\ramsey\uuid\src)
psr/log in (C:\xampp\htdocs\glpi\vendor\psr\log\Psr\Log)
psr/simple-cache in (C:\xampp\htdocs\glpi\vendor\psr\simple-cache\src)
psr/cache in (C:\xampp\htdocs\glpi\vendor\psr\cache\src)
league/csv in (C:\xampp\htdocs\glpi\vendor\league\csv\src)
mexitek/phpcolors in (C:\xampp\htdocs\glpi\vendor\mexitek\phpcolors\src\Mexitek\PHPColors)
guzzlehttp/guzzle in (C:\xampp\htdocs\glpi\vendor\guzzlehttp\guzzle\src)
guzzlehttp/psr7 in (C:\xampp\htdocs\glpi\vendor\guzzlehttp\psr7\src)
glpi-project/inventory_format in (C:\xampp\htdocs\glpi\vendor\glpi-project\inventory_format\lib\php)
wapmorgan/unified-archive in (C:\xampp\htdocs\glpi\vendor\wapmorgan\unified-archive\src)
paragonie/sodium_compat in (C:\xampp\htdocs\glpi\vendor\paragonie\sodium_compat\src)
symfony/cache in (C:\xampp\htdocs\glpi\vendor\symfony\cache)
html2text/html2text in (C:\xampp\htdocs\glpi\vendor\html2text\html2text\src)
symfony/css-selector in (C:\xampp\htdocs\glpi\vendor\symfony\css-selector)
symfony/dom-crawler in (C:\xampp\htdocs\glpi\vendor\symfony\dom-crawler)
twig/twig in (C:\xampp\htdocs\glpi\vendor\twig\twig\src)
twig/string-extra in (C:\xampp\htdocs\glpi\vendor\twig\string-extra)
symfony/polyfill-ctype not found
symfony/polyfill-iconv not found
symfony/polyfill-mbstring not found
symfony/polyfill-php80 not found
symfony/polyfill-php81 not found

LDAP directories

 
Server: '10.200.3.1', Port: '389', BaseDN: 'ou=people,dc=ufpr,dc=br', Connection filter: none, RootDN: none, Use TLS: none

SQL replicas

 
Not active

Notifications

 
Way of sending emails: PHP

Plugins list

 
    fields               Name: Additional fields              Version: 1.17.0     State: Enabled                                 
        Install Method: Manual
    behaviors            Name: Comportamentos                 Version: 2.7.2      State: Enabled                                 
        Install Method: Manual
    datainjection        Name: Data injection                 Version: 2.11.2     State: Installed / not activated               
        Install Method: Manual
    escalade             Name: Escalation                     Version: 2.8.0      State: Enabled                                 
        Install Method: Manual
    formcreator          Name: Form Creator                   Version: 2.13.0-rc.2 State: Enabled                                 
        Install Method: Manual
    genericobject        Name: Gerenciamento de objetos       Version: 2.12.1     State: Enabled                                 
        Install Method: Manual
    itilcategorygroups   Name: Grupos ItilCategory            Version: 2.5.0      State: Enabled                                 
        Install Method: Manual
    tag                  Name: Tag Management                 Version: 2.9.2      State: Installed / not activated               
        Install Method: Manual

Anything else?

I tested it with a rule that assigns tickets to a group that the technician who opened the ticket has access to. The images above are from this test.

I also tested with rules that assigned the ticket to groups in which the technician who opened the ticket did not have access, but the result was the same, as he can still see the tickets.

During the creation of this question I thought that the group could be the one that was giving visibility to the technician even in the self-service profile, but I also did the tests with assignment to the group in which the technician who opened the ticket did not have access, but the result was the same.

wc55 commented 2 years ago

Hi

Is there any configuration to be done?

github-actions[bot] commented 2 years ago

There has been no activity on this issue for some time and therefore it is considered stale and will be closed automatically in 10 days.

If this issue is related to a bug, please try to reproduce on latest release. If the problem persist, feel free to add a comment to revive this issue. If it is related to a new feature, please open a topic to discuss with community about this enhancement on suggestion website.

You may also consider taking a subscription to get professionnal support or contact GLPI editor team directly.

wc55 commented 1 year ago

Hi

In GLPI version 10.0.5 this problem still happens.

The technician who opens the ticket and puts the "self-service" profile user as a requester will have access to the ticket forever, even if he was not a requester himself

cedric-anne commented 1 year ago

This is because technician is the author of the ticket. It can be changed in ticket edition (accessible via the upper right actions button in the ticket description):

wc55 commented 1 year ago

This is because technician is the author of the ticket. It can be changed in ticket edition (accessible via the upper right actions button in the ticket description):

Hi

Thanks, I'll take the test.

Is there any other option that is for before the opening of the ticket?

wc55 commented 1 year ago

This is because technician is the author of the ticket. It can be changed in ticket edition (accessible via the upper right actions button in the ticket description):

Hi

Thanks, I'll take the test.

Is there any other option that is for before the opening of the ticket?

I made the suggested change, and the permission to view the ticket was removed, however the ticket still appears on the home screen.

The main problem, which would be access to the ticket, has been resolved, but I would like to leave as a suggestion the possibility of opening a ticket by the technician without the need to modify the authorship and, if possible, (without the need for a second step, after opening the ticket) , and also that it would not be available in the technician's self-service profile.

Note: I am using the form creator, but in some cases it will be necessary to open a call using the GLPI tool

glpi-project / glpi