Attachments don't reach database for one user

Hi all,

I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I’ve watched her add attachments and they appear to upload successfully but there’s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it’s something to do with her account. I’ve taken a look at her user record in the db and I don’t see anything amiss.

Any ideas on what I might try?

We’re running RT 4.4 and use LDAP for authentication.

Thanks!
chanel
Chanel Wheeler
Programmer/Analyst
Yavapai Library Network
1120 Commerce Dr.
Prescott, AZ 86305

Phone: (928) 442-5741
chanel.wheeler@yavapai.usmailto:chanel.wheeler@yavapai.us
Open a help desk ticketmailto:help@yln.info

Hi all,
Hi Chanel,

I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I’ve watched her add attachments and they appear to upload successfully but there’s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it’s something to do with her account. I’ve taken a look at her user record in the db and I don’t see anything amiss.

Any ideas on what I might try?

We’re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be different.

Can the faulty user see the missing attachment’s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment.

If this is not the problem, then I can investigate further.

Thanks!
chanel
Thank you,
Dustin

signature.asc (801 Bytes)

Yes, everything in the ticket shows up for the faulty user except for the attachment. The rights for this user and other basic users of the system are the same.

chanelFrom: Dustin Graves [mailto:dustin@bestpractical.com]
Sent: Monday, March 14, 2016 1:58 PM
To: Chanel Wheeler
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don’t reach database for one user

Hi all,
Hi Chanel,

I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I’ve watched her add attachments and they appear to upload successfully but there’s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it’s something to do with her account. I’ve taken a look at her user record in the db and I don’t see anything amiss.

Any ideas on what I might try?

We’re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be different.

Can the faulty user see the missing attachment’s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment.

If this is not the problem, then I can investigate further.

Thanks!
chanel
Thank you,
Dustin

Yes, everything in the ticket shows up for the faulty user except for the
attachment. The rights for this user and other basic users of the system
are the same.

Is that user using Outlook? Might it be sending non-plain-text parts of
the message as winmail.dat?

Further experimentation has revealed that if the user sends an attachment by email it works (doesn’t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect.

chanelFrom: Chanel Wheeler
Sent: Tuesday, March 15, 2016 9:31 AM
To: 'Dustin Graves’
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Attachments don’t reach database for one user

Yes, everything in the ticket shows up for the faulty user except for the attachment. The rights for this user and other basic users of the system are the same.

chanel

From: Dustin Graves [mailto:dustin@bestpractical.com]
Sent: Monday, March 14, 2016 1:58 PM
To: Chanel Wheeler
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don’t reach database for one user

Hi all,
Hi Chanel,

I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I’ve watched her add attachments and they appear to upload successfully but there’s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it’s something to do with her account. I’ve taken a look at her user record in the db and I don’t see anything amiss.

Any ideas on what I might try?

We’re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be different.

Can the faulty user see the missing attachment’s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment.

If this is not the problem, then I can investigate further.

Thanks!
chanel
Thank you,
Dustin

Hi Chanel,

Further experimentation has revealed that if the user sends an attachment by email it works (doesn’t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect.

Ah, I didn’t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally?

I will take a look at this again with the Self-Service interface in mind.

chanel
Thank you,
Dustin

signature.asc (801 Bytes)

All other unprivileged users can attach files.

chanelFrom: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Dustin Graves
Sent: Thursday, March 24, 2016 3:09 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don’t reach database for one user

Hi Chanel,

Hi Chanel,

I have tested this locally and it appears to me that all attachments should be broken for unprivileged users using the SelfService UI. This is a result of the changes made in 4.4.0 to attachments.

I have created a patch for this that appears to fix this problem. You will find that patch attached. This will be fixed in 4.4.1.

Thank you,
Dustin> On Mar 24, 2016, at 6:09 PM, Chanel Wheeler Chanel.Wheeler@yavapai.us wrote:

All other unprivileged users can attach files.

chanel

From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Dustin Graves
Sent: Thursday, March 24, 2016 3:09 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don’t reach database for one user

Hi Chanel,

On Mar 24, 2016, at 5:58 PM, Chanel Wheeler <Chanel.Wheeler@yavapai.us mailto:Chanel.Wheeler@yavapai.us> wrote:

Further experimentation has revealed that if the user sends an attachment by email it works (doesn’t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect.

Ah, I didn’t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally?

I will take a look at this again with the Self-Service interface in mind.

chanel
Thank you,
Dustin

fix_selfservice_attachments.patch (3.77 KB)

signature.asc (801 Bytes)

That did the trick. Thanks!!

chanelFrom: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Dustin Graves
Sent: Thursday, March 24, 2016 4:49 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments don’t reach database for one user

Hi Chanel,

I have tested this locally and it appears to me that all attachments should be broken for unprivileged users using the SelfService UI. This is a result of the changes made in 4.4.0 to attachments.

I have created a patch for this that appears to fix this problem. You will find that patch attached. This will be fixed in 4.4.1.

Thank you,
Dustin

It is not fixed in 4.4.1, we have problems too. Only in SelfService and privileged users. Permissions and attachments via e-mail are ok (user is able to write messages, read ticket and another attachments).

Probably there was some fix in 4.4.1 (which we have) but maybe there is some another related code.

some links:
https://lists.gt.net/rt/users/130978
patch (there is Fixes: I#31845)
https://lists.gt.net/engine?do=post_attachment;postatt_id=5322;list=rt
and another thread about attachments:
https://lists.gt.net/rt/users/130978