Forum GLPI-Project

itheesh

Member

Registered: 2022-11-21

Posts: 25

Escalate button not showing for users

Hello,
After disabling the Escalation plugin, I've noticed that the "escalate" button option is no longer visible for users with the "engineers" (custom) profile. However, it is still visible for the super-admin profile. I've attempted various options within the super-admin profile, such as updating the ticket and creating a new ticket, but the "escalate" feature remains disabled in the ticket.

Could someone help identify the issue within the profile?

Thanks in advance.

itheesh

Member

Registered: 2022-11-21

Posts: 25

Re: Escalate button not showing for users

Hello,
I found the solution. Enabling the "SEE ALL TICKETS" option in the profile settings under Engineers > Assistance resolved the issue. However, I'm puzzled as to why a user with this profile would need access to all tickets just to escalate the one assigned to them.

Does anyone have any insights on this?

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Escalate button not showing for users

There is an open PR for the plugin related to fixing the permission check it does. I don't recommend using the changes in the PR at this time though, as it changes it to allow everyone to escalate tickets.
If you wish to open a replacement PR based on the existing one with the permission checks you expect the feature to have, we can review it and move from there. Or, at least comment on the existing PR with the permissions you expect.

https://github.com/pluginsGLPI/escalade/pull/156

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GLPI Collaborator and Plugin Developer.
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