Forum GLPI-Project

dgchultaeiz

Member

Registered: 2023-05-17

Posts: 6

Error to see tickets from several users

When receive a ticket posted by a user, I see this message "You do not have permission to perform this action." instead of see the ticket information, could anyone help me or guide where the issue is. I think is something related to permissions on the implementation but I don't figure out where to look for.

Thanks in advance
Regards
Daniel.

WebGreg

Member

Registered: 2020-02-27

Posts: 740

Re: Error to see tickets from several users

Hi

I guess is that the user is using some profile. Go to this profile's settings > Assistance tab > grant permissions.

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS

dgchultaeiz

Member

Registered: 2023-05-17

Posts: 6

Re: Error to see tickets from several users

Hey Greg thanks for the quick reply, When you refer to profile's setting are you refering to the  profile for "ticket load"?, This profile is the regular profile for the user who open a ticket, the ticket which we as the  support technicians we can't see it, I couldn't find the assistance tab that you refer, could you guide me to find it? To see the permissions.

Thanks in advance for your help
Regards.
Daniel.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Error to see tickets from several users

Since one of the earlier GLPI 10 versions, there is an "access-errors.log" file now in "files/_log" that contains more specific information when blocking access denied errors are shown to users like this.

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

dgchultaeiz

Member

Registered: 2023-05-17

Posts: 6

Re: Error to see tickets from several users

Hi cconard96, I look up into the file that you refer and saw this error

User ID: 227 tried to access or perform an action on /front/ticket.form.php?id=5629?error=3 with insufficient rights. Additional information: Missing READ right. Cannot view the item.
    Stack Trace:
        C:\inetpub\glpi\src\CommonDBTM.php:6353 displayRightError()
        C:\inetpub\glpi\src\CommonDBTM.php:6443 displayAccessDeniedPage()
        C:\inetpub\glpi\front\ticket.form.php:259 displayFullPageForItem()

Where  could be the read parameter located?

Regards
Daniel.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Error to see tickets from several users

The value of the standard READ permission (value of 1) is overridden by the READMY permission for tickets. It is labeled as "See my ticket" in the Assistance tab of the profile.
It seems odd that any profile would be missing this though.
Note that even if you have "See all tickets" or "See group tickets", the "See my ticket" permission is still required due to some standardized permission checks looking for the READ permission (value of 1).

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

dgchultaeiz

Member

Registered: 2023-05-17

Posts: 6

Re: Error to see tickets from several users

For anyone who has similar problem, we found the solution on the child entities of GLPI, some users has access and permissions to child entities and some users not. If user create a ticket and put a child entity on the entity field of ticket, we can't see the ticket of the user, the permission denied appears,  if the user create a ticket and put the root entity we can see the ticket without problems, so we need to update the regular profile of ticket load and standarize it.

Regards
Daniel