February 12th, 2013

beastie

Request Tracker Note

At my job, we use Request Tracker for managing our help desks.

We basically love it -- but we keep adding new queues for different requirements, and we ran into a problem where people weren't seeing the "10 Newest Unowned" tickets. I believe this was because the generic "Unowned Tickets" query tried to look at all queues rather than limiting its scope to the queues that the user had rights to see.

This was clearly documented in the sample configuration file, but it was a somewhat recent addition to the RT configuration suite, and it took a little while to find in the list archives.

Set($UseSQLForACLChecks, 1);