After upgrade to RT 4.2, can only access Self Service

Shane_Archer · July 17, 2015, 6:49pm

Hi,

I just upgraded my RT 4.0.7 installation to 4.2.8, and while the upgrade
seems to have gone off correctly, I am no longer able to access anything
other than the “Self Service” portal using either of my configured accounts.

If I punch in a ticket number manually I can view the basics of the ticket,
but cannot take any action, view any queues, etc.

I can confirm that the database migrations were run and did not report any
errors.

Any idea on where I might begin in order to troubleshoot this?

Thanks,

Shane

Matt_Zagrabelny · July 17, 2015, 7:06pm

Hi,

I just upgraded my RT 4.0.7 installation to 4.2.8, and while the upgrade
seems to have gone off correctly, I am no longer able to access anything
other than the “Self Service” portal using either of my configured accounts.

If I punch in a ticket number manually I can view the basics of the ticket,
but cannot take any action, view any queues, etc.

I can confirm that the database migrations were run and did not report any
errors.

Any idea on where I might begin in order to troubleshoot this?

Can you check with the root account?

If not, check the database to see if your user(s) are still
Privileged. For instance:

-m

Matt_Zagrabelny · July 17, 2015, 7:29pm

Hey Shane,

Well it is good that things are working again. Let’s keep rt-users in
the loop. I’ve re-added them to the recipients list.

I don’t have much for other suggestions at this point.

Cheers,

-mOn Fri, Jul 17, 2015 at 2:22 PM, Shane Archer futureal2@gmail.com wrote:

On Fri, Jul 17, 2015 at 12:06 PM, Matt Zagrabelny mzagrabe@d.umn.edu wrote:

On Fri, Jul 17, 2015 at 1:49 PM, Shane Archer futureal2@gmail.com wrote:

Hi,

I just upgraded my RT 4.0.7 installation to 4.2.8, and while the upgrade
seems to have gone off correctly, I am no longer able to access anything
other than the “Self Service” portal using either of my configured
accounts.

If I punch in a ticket number manually I can view the basics of the
ticket,
but cannot take any action, view any queues, etc.

I can confirm that the database migrations were run and did not report
any
errors.

Any idea on where I might begin in order to troubleshoot this?

Can you check with the root account?

If not, check the database to see if your user(s) are still
Privileged. For instance:

rt4=# SELECT * from groups, groupmembers where groupmembers.groupid =
groups.id and groups.name = ‘Privileged’ and groupmembers.memberid =
98 :G
-[ RECORD 1 ]-±----------------------------
id | 4
name | Privileged
description | Pseudogroup for internal use
domain | SystemInternal
type | Privileged
instance | 0
creator | 0
created |
lastupdatedby | 0
lastupdated |
id | 333405
groupid | 4
memberid | 98
creator | 0
created |
lastupdatedby | 0
lastupdated |

-m

I ran that query and appear to have got a similar result to yours (using ID
23 which is my normal account):

mysql> SELECT * from Groups, GroupMembers where GroupMembers.groupid =
Groups.id and Groups.name = ‘Privileged’ and GroupMembers.memberid = 23 \G
*************************** 1. row ***************************
id: 4
Name: Privileged
Description: Pseudogroup for internal use
Domain: SystemInternal
Type: Privileged
Instance: 0
Creator: 0
Created: NULL
LastUpdatedBy: 0
LastUpdated: NULL
id: 10
GroupId: 4
MemberId: 23
Creator: 0
Created: NULL
LastUpdatedBy: 0
LastUpdated: NULL

Just now, though, I logged in as “root” and it appears to work – I am able
to see my usual dashboard.

From that, I went to Admin → Users → Select and clicked on my account (the
same ID 23 from above) and I see that the “Let this user be granted rights
(Privileged)” is checked. Without performing any action, I logged out, and
logged back in as my normal account, and now it works.

So it appears to have resolved itself; maybe the process of logging in as
the root account performed some magic? : )

Thanks,

Shane