Browser issues / login

RT Users
1

I’m having issues with login functionality.

First off I just upgraded to perl 5.8, and am also running MySql v 4.0.12,
mason 1.22, apache 1.3, and specifically upgraded Digest::md5 to version
2.26.

With opera on Linux:

Rt works well, except for occasionally the logout doesn’t work. Clicking on
logout simply displays the home priority ticket page. Although sometimes it
works properly. Quirky.

With IE on win2k:

Users can login, and it loads the home priority ticket page. Then any
clicking on any link will log out the user and display the login page.

Not sure what the deal is here. Help.

2

I’m having issues with login functionality.

With IE on win2k:

Mozilla on WinXP and I had the same problem.

Users can login, and it loads the home priority ticket page. Then any
clicking on any link will log out the user and display the login page.

Check the refresh settings in IE so the page is refreshed every visit.

While playing with Mozilla I had turned the refresh to once per session or
longer. Can’t remember off the top of my head. Didn’t see this in IE.
Drove me crazy so I went through each setting and on a hunch changed it.
Next time ‘RT’ worked perfect.

YMMV,
Rod
“Open Source Software - Sometimes you get more than you paid for…”

3

I’m having issues with login functionality.
With opera on Linux:
Rt works well, except for occasionally the logout doesn’t work. Clicking on
logout simply displays the home priority ticket page. Although sometimes it
works properly. Quirky.
With IE on win2k:
Users can login, and it loads the home priority ticket page. Then any
clicking on any link will log out the user and display the login page.

Both of these sound like browser cookie blocking issues. Are you
running any sort of popup blocker?

-R

4

no, I’m not running any popup blockers. I tried the IE caching suggestion
that roderick tried, but to no avail. I just tried the konqueror
browser(linux), and it doesn’t appear to have any issues like the ie/win2k
or opera/linux browsers. Most of my user-set will be using the IE/win2k
setup…From: Robert Spier [mailto:rspier@pobox.com]
Sent: Thursday, July 24, 2003 5:59 PM
To: Hodge, Jeff F (ECIII)
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] browser issues / login

I’m having issues with login functionality.
With opera on Linux:
Rt works well, except for occasionally the logout doesn’t work. Clicking
on
logout simply displays the home priority ticket page. Although sometimes
it
works properly. Quirky.
With IE on win2k:
Users can login, and it loads the home priority ticket page. Then any
clicking on any link will log out the user and display the login page.

Both of these sound like browser cookie blocking issues. Are you
running any sort of popup blocker?

-R

5

I’m having issues with login functionality.

[cut]

With opera on Linux:

Rt works well, except for occasionally the logout doesn’t work. Clicking on
logout simply displays the home priority ticket page. Although sometimes it
works properly. Quirky.

I’m having the same problem with Opera on Windows 2K. My cookie settings are to accept all but those with illegal path.
Maybe something is wrong on the RT side, anyway?

Greets,
Przemek

6

I’ve tried this a couple of times. It’s an Opera issue.

Opera has a “magick wand” function, that automagically logs you on to
certain pages. (At least the win-version has). If you have accidently
enabled that function Opera makes an “autologon” and puts you at the
RT startpage.

I don’t have Opera on this machine, but there is a menu-point that lets
you delete unwanted “magick-wands”.

Yours
Steen Andersen

I’m having issues with login functionality.
With opera on Linux:
Rt works well, except for occasionally the logout doesn’t work. Clicking
on
logout simply displays the home priority ticket page. Although sometimes
it
works properly. Quirky.

Steen.Andersen@OpenStone.Dk

7

Rt works well, except for occasionally the logout doesn’t work. Clicking
on
logout simply displays the home priority ticket page. Although sometimes
it
works properly. Quirky.

I’m having the same problem with Opera on Windows 2K. My cookie settings
are to accept all but those with illegal path.
Maybe something is wrong on the RT side, anyway?

Some versions of opera have a bug where they ignore web applications
that tell them to NEVER cache certain pages.

Jesse

Greets,
Przemek

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

8

I had the same problem with Opera, but there is a fix
which worked for me:

http://fsck.com/rtfm/factoid.html?id=154--- Jesse Vincent jesse@bestpractical.com wrote:

On Fri, Jul 25, 2003 at 09:38:44AM +0200, Przemyslaw Jaroszewski wrote:

Rt works well, except for occasionally the logout
doesn’t work. Clicking
on
logout simply displays the home priority ticket
page. Although sometimes
it
works properly. Quirky.

I’m having the same problem with Opera on Windows
2K. My cookie settings
are to accept all but those with illegal path.
Maybe something is wrong on the RT side, anyway?

Some versions of opera have a bug where they ignore
web applications
that tell them to NEVER cache certain pages.

Jesse

Greets,
Przemek

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

–
Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble
Ticketing. Free.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com

9

Jesse,

server: Linux, mysql4.012, perl 5.8, apache 1.3, mason1.22, rt 3.04

issue:
What would cause IE/win2k to log users out? The login process works fine on
IE, but clicking any link logs the user out and display the login page.
I’ve tried different users and different win2k machines…IE is set to check
for new versions of page on every visit

thanks,

JeffFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, July 25, 2003 8:56 AM
To: Przemyslaw Jaroszewski
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] browser issues / login

Rt works well, except for occasionally the logout doesn’t work. Clicking

on
logout simply displays the home priority ticket page. Although sometimes

it
works properly. Quirky.

I’m having the same problem with Opera on Windows 2K. My cookie settings
are to accept all but those with illegal path.
Maybe something is wrong on the RT side, anyway?

Some versions of opera have a bug where they ignore web applications
that tell them to NEVER cache certain pages.

Jesse

Greets,
Przemek

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.
rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

10

Jesse,

server: Linux, mysql4.012, perl 5.8, apache 1.3, mason1.22, rt 3.04

issue:
What would cause IE/win2k to log users out? The login process works fine on
IE, but clicking any link logs the user out and display the login page.
I’ve tried different users and different win2k machines…IE is set to check
for new versions of page on every visit

That sounds like IE is either not being sent cookies or discarding
them. Can you use a sniffer to make sure that they’re getting through in
both directions? As an aside, that version of mysql has known sorting
bugs that are going to get you weird results (though they wouldn’t cause
this issue.)

-jesse

thanks,

Jeff

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

11

Sniffing beyond conceptional functionality is something I know little
about…Could you tell me the best steps to go about this or point me out
in the right direction to find out more info. The only thing I know for
sure is that this prob is isolated to rt logins;

I’m feeling that maybe I have a mod installed that needs to be updated. Is
there a recommended list of versions for the required modules (or is this
logic taken care of in test-dependencies) ?From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, July 25, 2003 9:13 AM
To: Hodge, Jeff F (ECIII)
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] browser issues / login

Jesse,

server: Linux, mysql4.012, perl 5.8, apache 1.3, mason1.22, rt 3.04

issue:
What would cause IE/win2k to log users out? The login process works fine
on
IE, but clicking any link logs the user out and display the login page.
I’ve tried different users and different win2k machines…IE is set to
check
for new versions of page on every visit

That sounds like IE is either not being sent cookies or discarding
them. Can you use a sniffer to make sure that they’re getting through in
both directions? As an aside, that version of mysql has known sorting
bugs that are going to get you weird results (though they wouldn’t cause
this issue.)

-jesse

thanks,

Jeff

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

12

Sniffing beyond conceptional functionality is something I know little
about…Could you tell me the best steps to go about this or point me out
in the right direction to find out more info. The only thing I know for
sure is that this prob is isolated to rt logins;

I’m feeling that maybe I have a mod installed that needs to be updated. Is
there a recommended list of versions for the required modules (or is this
logic taken care of in test-dependencies) ?

But RT works fine with other browsers?
Tell IE to alert you when a site hands you cookies and see if it’s
handing you cookies on each login/pageview. Also, make sure there’s
nothing strange in the syslog or apache error log.

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

13

I set IE to prompt for both first and third party cookies; which is
prompting for cookies everywhere, but not on RT.

RT is not handing cookies at any point…

BTW thanks for your responses…

-jhFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Friday, July 25, 2003 9:51 AM
To: Hodge, Jeff F (ECIII)
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] browser issues / login

Sniffing beyond conceptional functionality is something I know little
about…Could you tell me the best steps to go about this or point me out
in the right direction to find out more info. The only thing I know for
sure is that this prob is isolated to rt logins;

I’m feeling that maybe I have a mod installed that needs to be updated.
Is
there a recommended list of versions for the required modules (or is this
logic taken care of in test-dependencies) ?

But RT works fine with other browsers?
Tell IE to alert you when a site hands you cookies and see if it’s
handing you cookies on each login/pageview. Also, make sure there’s
nothing strange in the syslog or apache error log.

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

14

I set IE to prompt for both first and third party cookies; which is
prompting for cookies everywhere, but not on RT.

Can you try with another browser such as netscape or lynx?

But RT works fine with other browsers?

Also, make sure there’s
nothing strange in the syslog or apache error log.

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

15

Sniffing beyond conceptional functionality is something I know little
about…Could you tell me the best steps to go about this or point me
out in the right direction to find out more info. The only thing I know
for sure is that this prob is isolated to rt logins;

You can log all cookies being sent to your Apache with a CustomLog entry
in httpd.conf, e.g.:

LogFormat "%h %l %u %t "%r" %>s %b "%{Cookie}i" " combined
CustomLog logs/cookie.log combined

(see mod_log_config - Apache HTTP Server Version 2.4)

Of course, this does not cover the client side. With Mozilla, you could
use the LiveHTTPHeader extension; IIRC there is something similar for IE.

– Matthias

16

IE is not using rt_sid…Could this be why it is not using the cookie and
logging RT users out. Also the cookie expiration date is set to expire 1 hr
prior to cookie creation, which is very strange (looking in ie cookie
files). At first I thought it might be that the RT was not set correct and
was defaulting to gmt time, but after looking at the cookie log, and ticket
time inside RT they both have the correct MST set.

Netscape (on same win2k machine as IE) is working perfectly. Why would IE
requests not have a RT_SID being sent?

Cookie log from server:

6.9.4.2 - - [26/Jul/2003:13:02:51 -0700] “GET / HTTP/1.1” 200 1807 “-”
6.9.4.2 - - [26/Jul/2003:13:02:51 -0700] “GET /NoAuth/webrt.css HTTP/1.1”
200 6945 “-”
>this is IE/win2k …no RT_SID being set…app doesn’t work

6.9.4.9 - - [26/Jul/2003:13:03:13 -0700] “GET / HTTP/1.1” 200 1807 “-”
6.9.4.9 - - [26/Jul/2003:13:03:13 -0700] “GET /NoAuth/webrt.css HTTP/1.1”
200 6945 “RT_SID=244715174cdaf76da1e898975554db56”
>this is opera/linux…browse from server…RT_sid is set…app
works

6.9.4.2 - - [26/Jul/2003:13:04:52 -0700] “GET / HTTP/1.1” 200 1807 “-”
6.9.4.2 - - [26/Jul/2003:13:04:52 -0700] “GET /NoAuth/webrt.css HTTP/1.1”
200 6945 “RT_SID=43d4875e1daecbc21b72c03d6858fa07”>this is netscape/win2k…RT_sid being set…app works

From: Matthias Leisi [mailto:matthias@astrum.ch]
Sent: Saturday, July 26, 2003 12:58 AM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] browser issues / login

Sniffing beyond conceptional functionality is something I know little
about…Could you tell me the best steps to go about this or point me
out in the right direction to find out more info. The only thing I know
for sure is that this prob is isolated to rt logins;

You can log all cookies being sent to your Apache with a CustomLog entry
in httpd.conf, e.g.:

LogFormat "%h %l %u %t "%r" %>s %b "%{Cookie}i" " combined
CustomLog logs/cookie.log combined

(see mod_log_config - Apache HTTP Server Version 2.4)

Of course, this does not cover the client side. With Mozilla, you could
use the LiveHTTPHeader extension; IIRC there is something similar for IE.

– Matthias

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

17

Why would IE requests not have a RT_SID being sent?

Does this happen on several machines, or just one? If so, did you do a
custom or otherwise non-standard installation of IE?

Besides, I’ve seen a number of IE installations break down in really
strange ways, such as displaying all links 1cm above the place they’re
supposed to be (which turned out to be missing write permissions on a
DLL), so this doesn’t really surprise me… though it’s interesting.
Why not just tell your users to use some other browser?

18

I’m running RT on linux/mysql4.12/apc1.3/mas1.22/rt3.04 - it was a standard
install, no changes have been made.

Does this happen on several machines, or just one? If so, did you do a
custom or otherwise non-standard installation of IE?

For any user on win2k/xp using IE to access RT the RT_sid does not get set
in the cookie and will thus kick user out of the RT app on successent
screens. This happens on many machines so its not one particular IE
install, and I have adjust caching to refresh everytime.

This must be happening to other IE users since its the standard RT install.
This only happens on IE, not other browsers.

Why not just tell your users to use some other browser?
This isn’t an option, its internal and everybody uses IE; I would think most
people would use IE since they have a large marketshare -unfortunate as it
is.

Besides, I’ve seen a number of IE installations break down in really
strange ways, such as displaying all links 1cm above the place they’re
supposed to be (which turned out to be missing write permissions on a
DLL), so this doesn’t really surprise me… though it’s interesting.

Being that this is a client using a browser this shouldn’t be an
issue…unless I’m overlooking something…the page is refreshing on each
request and it accepts cookies, beyond that there isn’t much else to set
with the browser.