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GLPI is a Free Asset and IT Management Software package, Data center management, ITIL Service Desk, licenses tracking and software auditing.
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A ticket cannot be answered by only one of the two technicians #17437

Open Gor3pig opened 2 months ago

Gor3pig commented 2 months ago

Code of Conduct

Is there an existing issue for this?

Version

10.0.16

Bug description

Without having made any particular changes, I have a disparity in the way two technician users operate. This bug started with version 10.0.15.

How it works:

There are two technical users:

There are two Entities:

Jean and Jacques have scrupulously the same rights, the same settings, on the same entity. They also share the same ticket template, etc. Zero differences (I checked more than a dozen times)

Bug description :

When Jean receives a ticket, he can view them, he can close or archive them and he can reply to the ticket.

On the other hand, when Jacques receives a ticket, he can view them, he can close or archive them, but he can NOT reply to them. No "reply" button appears, nor even any elements in the right-hand sidebar (where there is the opening date, type of incident, etc.).

I should point out that for Jean and Jacques, tickets sent to him are sent via the "Form" plugin. It also benefits from identical settings at this level.

Before updates 10.0.15 (and 10.0.16) it could, which makes me think more of a bug than a setting problem.

Relevant log output

No response

Page URL

No response

Steps To reproduce

No response

Your GLPI setup information

No response

Anything else?

No response

cconard96 commented 2 months ago

Please provide the requested GLPI log and setup information. If the panel on the right is completely blank, there was probably a PHP error which would be in your GLPI logs.

Gor3pig commented 2 months ago

Please provide the requested GLPI log and setup information. If the panel on the right is completely blank, there was probably a PHP error which would be in your GLPI logs.

You're right, I've activated debug mode, and here's the error message that appears:

Twig Error (Twig\Error\RuntimeError): "An exception has been thrown during the rendering of a template ("Empty IN are not allowed")." in template "/var/www/glpi/templates/components/itilobject/fields_panel.html.twig" at line 216

This is curious because it doesn't happen for the second user.

Thanks for your help Curtis,

cedric-anne commented 2 months ago

@Gor3pig

Could you try to empty the files/_cache/templates directory and see if the problem persists ?

Gor3pig commented 2 months ago

@Gor3pig

Could you try to empty the files/_cache/templates directory and see if the problem persists ?

The _cache folder is completely empty, with no “templates” folder inside:

01

cedric-anne commented 2 months ago

Cache is probably stored in another location. Could you try to empty the directory defined in the CLPI_CACHE_DIR constant?

Gor3pig commented 2 months ago

Cache is probably stored in another location. Could you try to empty the directory defined in the CLPI_CACHE_DIR constant?

Ok, indeed the path was in another place, I was able to empty _cache/templates.

Unfortunately, the problem is the same

cedric-anne commented 2 months ago

Could you try to execute the bin/console glpi:cache:clear command? It seems to have solved a similar issue (see #17239).

The weird thing is that you say that both users have the same rights. Are these rights declared in the same order? Are the same entities shown in the entity selector for both of them?

Gor3pig commented 2 months ago

Could you try to execute the bin/console glpi:cache:clear command? It seems to have solved a similar issue (see #17239).

The weird thing is that you say that both users have the same rights. Are these rights declared in the same order? Are the same entities shown in the entity selector for both of them?

I had already cleaned the cache, no changes

Same rights, same access to entities yes

Thank you for your help :-)

Gor3pig commented 2 months ago

For your information, this seems to be the same problem reported on the forum by another user:

https://forum.glpi-project.org/viewtopic.php?id=289596

github-actions[bot] commented 3 days 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.

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