Agents can't edit users

anon28691334 · September 27, 2018, 10:36am

Infos:

Important:
If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: support@zammad.com using your zammad-hostname / or company contract.

Used Zammad version: 2.6.x
Used Zammad installation source: (source, package, …) deb
Operating system: ubuntu 18.04

Expected behavior:

agents can edit all users in group “Customer”. that was until someone deactivated and reactivated the “customer” group in our setup.

Actual behavior:

only users in group “Admin” can edit users and customers.

is there any chance to reenable all agents to edit customers?

MrGeneration · October 2, 2018, 1:18pm

Sorry for the delay.
That’s odd - I tried that and cannot reproduce that.

How did you deactivate the Customer-Role ?

anon28691334 · October 4, 2018, 5:54pm

Sorry, I‘m in Holidays so I couldn‘t answer erlier.
I deactivated it over the webui.

anon28691334 · October 8, 2018, 2:08pm

Okay, I was able to dig deeper into it. As far as I can see, all agents can change customer accounts if they have been assigned the right to change users via role management. Then they can also change their own accounts, the accounts of colleagues/supervisors and make changes in their name. Is that desired?

MrGeneration · October 10, 2018, 8:46am

Thanks for digging deeper.
I think that this is desired, but maybe @thorsteneckel can give us a better clue if it’s not.

thorsteneckel · October 10, 2018, 9:26am

This is the logic that checks if a user can be changed by another user:

github.com

zammad/zammad/blob/5ff371f51bbb84b32c37a0adc5e05295f53fc9f9/app/models/user/checks_access.rb#L51-L57


def changeable_by?(requester)
  return true if requester.permissions?('admin.user')
  # allow agents to change customers
  return false if !requester.permissions?('ticket.agent')


  permissions?('ticket.customer')
end

Seems like your Role misses the required permissions.

anon28691334 · October 10, 2018, 11:40am

ok, I checked that. All Agents are in group “agent” and all customers are default in group “customer”:

thorsteneckel · October 10, 2018, 11:55am

Please provide the same screenshot for the user that can’t be changed. Please make sure to add Permission screenshots for all assigned Roles

anon28691334 · October 11, 2018, 6:06am

Hi @thorsteneckel thanks for helping.

here are the screenshots:

We removed the access to the own tickets because we don’t want to allow customers to login to zammad and see there tickets. Zammad should in first be a tool for our agents.

thorsteneckel · October 11, 2018, 6:24am

Sure! Have a look, the Customer Role is missing the ticket.customer permission. This should do the trick

anon28691334 · October 12, 2018, 11:06am

@thorsteneckel thank you, that did it.

system · February 9, 2019, 11:07am

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