A ticket cannot be answered by only one of the two technicians

[Gor3pig]

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Is there an existing issue for this?

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Version

10.0.16

Bug description

Without having made any particular changes, I have a disparity in the way two technician users operate. This bug started with version 10.0.15.

How it works:

There are two technical users:

• Jean
• Jacques

There are two Entities:

• Entity A (the global entity)
• Entity B (dedicated sub-entity for the two technicians : Jean and Jacques)

Jean and Jacques have scrupulously the same rights, the same settings, on the same entity. They also share the same ticket template, etc. Zero differences (I checked more than a dozen times)

Bug description :

When Jean receives a ticket, he can view them, he can close or archive them and he can reply to the ticket.

On the other hand, when Jacques receives a ticket, he can view them, he can close or archive them, but he can NOT reply to them. No "reply" button appears, nor even any elements in the right-hand sidebar (where there is the opening date, type of incident, etc.).

I should point out that for Jean and Jacques, tickets sent to him are sent via the "Form" plugin. It also benefits from identical settings at this level.

Before updates 10.0.15 (and 10.0.16) it could, which makes me think more of a bug than a setting problem.

Relevant log output

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Page URL

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Steps To reproduce

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Your GLPI setup information

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Anything else?

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