"Only available for members" does not hide the ticket completely

Edit;

Posted in the wrong "Customer Service" section - sorry!

 

Hi,

As the subject says, we are trying to set up a category in Service that prevents access/inight to certain tickets, but even with the "only available for members" option turned on and members specified on the category, it still shows us alot of information on the ticket.

 

For example;

The ticket is hidden from search etc, but we are still able to access it with a direct URL to the ticket. And we are able to see all messages on it even if the ticketInfo at the top is somewhat "hidden":

 

Is this the expected behavior of this function? Or is it something we are doing wrong or have missed?

It is worth noting that my user is "Administrator" in Service, but the same behavior is still happening for other, normal users.

 

Thanks!

RE: "Only available for members" does not hide the ticket completely

Hi,

Could you please share an example of url which you are accessing this screen?

By: Michel Krohn-Dale 22 Jun 2021

RE: "Only available for members" does not hide the ticket completely

Hi,

No problem, we use this as the "standard" URL when accessing tickets:

https://alias/service/scripts/ticket.fcgi?_sf=0&action=doScreenDefinition&idString=csViewTicket_v8&entryId=3693907

By: Markus Moripen 22 Jun 2021

RE: "Only available for members" does not hide the ticket completely

Hi,

As you are using a custom screen and directly manipulating url (instead of going thru screenchooser), it looks like you have hit a problem with Messages component not respecting access level in custom screens. We will look into changing this, in the meantime since you are already using a custom screen you can add this "Loading script" on screen;

 

By: Michel Krohn-Dale 23 Jun 2021

RE: "Only available for members" does not hide the ticket completely

Thanks, Michel!

That worked perfectly.

By: Markus Moripen 23 Jun 2021