Can't remove incorrect "new ticket" queue entry in dropdown

RT Users
1

Greetings!

RT 3.6.5 / FC8

I have a queue that only contains a couple people for confidential
reasons (HR). I added the director of HR to be a watcher, and everything
was fine; I had tested it, including logging in as her user. This was
the second “production” queue I added to the system. Since then, I’ve
added three more queues.

However, since this HR queue wasn’t very active, the HR director went to
submit a ticket for the first time about a week after I created it, and
suddenly all of the other queues in the instance showed up in the
dropdown next to the “New Ticket” button. This confused the HR director
(and suprised me, since I had tested it before releasing it as a
“production” queue).

I went and tinkered around, changing/removing rights (example: “Show
Queue”) from this user, the HR group, etc. However, even after 1) pretty
much taking all rights away from her , 2)revoking all rights of the
group she’s a member of short of removing her as a privledged user, one
queue (ENG) still shows up in the dropdown that’s she’s not a member
of. She is not a member of the ENG group. No matter what I have tried, I
can’t remove that ENG queue entry from the dropdown at all.

It is not the alphabetically first group (we have one named CRM), so I
don’t think that is the issue.

This happens in IE and FF. Restarting httpd did not fix this problem.

The other users for that queue are members of other queues that we are
using, so I can’t really muck around with their rights, and that
wouldn’t really be an adequate test anyways.

Another related issue: If I set “All Unowned Tickets” in her “RT at a
Glance”, she sees tickets for queues she is not a member of. Is this the
default behavior? I’d like her to be able to see unowned tickets in the
HR queue, but not all unowned tickets as they really don’t concern
her.

Suggestions (and, no, upgrading to 3.8 would be a problem at this point
since we’re still getting rolling on RT for the first time…)?

Thanks, as always.

…k
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfreels@sendmail.com 510/594.5572

2

Further info on this:

I tried creating (modifying) another user to add to the affected queue,
but I still get the incorrect default for the dropdown “new ticket” box
when logged in as that user…

This is becoming a show stopper, and if upgrading to 3.8 is the only
solution to fix, I need to start thinking about this. However, any
suggestions regarding this are greatly appreciated.

Again, thanks as always.

…k

3

Kevin,

I've had pretty good luck with privileges so far. Tell me what rights

you have set up globally, for ALL system, roles and user-defined groups.
Then tell me what groups your HR Director is in. Then tell me what
rights you have set up for all the other queues for System, roles and
user-defined groups. I am assuming you did NOT set up any rights for
individual users. This will help me help you. Thanks.

Kenn
LBNLOn 7/31/2008 9:59 AM, Kevin Freels wrote:

Further info on this:

I tried creating (modifying) another user to add to the affected queue,
but I still get the incorrect default for the dropdown “new ticket” box
when logged in as that user…

This is becoming a show stopper, and if upgrading to 3.8 is the only
solution to fix, I need to start thinking about this. However, any
suggestions regarding this are greatly appreciated.

Again, thanks as always.

…k
-=-=-=-

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Kevin Freels
Sent: Tuesday, July 29, 2008 9:49 AM
To: rt Users
Subject: [rt-users] Can’t remove incorrect “new ticket” queue
entry indropdown

Greetings!

RT 3.6.5 / FC8

I have a queue that only contains a couple people for
confidential reasons (HR). I added the director of HR to be a
watcher, and everything was fine; I had tested it, including
logging in as her user. This was the second “production”
queue I added to the system. Since then, I’ve added three more queues.

However, since this HR queue wasn’t very active, the HR
director went to submit a ticket for the first time about a
week after I created it, and suddenly all of the other queues
in the instance showed up in the dropdown next to the “New
Ticket” button. This confused the HR director (and suprised
me, since I had tested it before releasing it as a
“production” queue).

I went and tinkered around, changing/removing rights (example: “Show
Queue”) from this user, the HR group, etc. However, even
after 1) pretty much taking all rights away from her ,
2)revoking all rights of the group she’s a member of short of
removing her as a privledged user, one queue (ENG) still
shows up in the dropdown that’s she’s not a member of. She
is not a member of the ENG group. No matter what I have
tried, I can’t remove that ENG queue entry from the dropdown at all.

It is not the alphabetically first group (we have one named
CRM), so I don’t think that is the issue.

This happens in IE and FF. Restarting httpd did not fix this problem.

The other users for that queue are members of other queues
that we are using, so I can’t really muck around with their
rights, and that wouldn’t really be an adequate test anyways.

Another related issue: If I set “All Unowned Tickets” in her
“RT at a Glance”, she sees tickets for queues she is not a
member of. Is this the default behavior? I’d like her to be
able to see unowned tickets in the HR queue, but not all
unowned tickets as they really don’t concern her.

Suggestions (and, no, upgrading to 3.8 would be a problem at
this point since we’re still getting rolling on RT for the
first time…)?

Thanks, as always.

…k
-=-=-=-
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfreels@sendmail.com 510/594.5572

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4

Still stuck on this… :frowning:

The affected user(s)(yes, there are more than one) all seem now to have
the ENG Queue in the “New Ticket” dropdown. I have all but removed the
user I was originally debugging this for (the HR Director); pretty much,
she is a privledged user and is a member of the HR Group, but the Group
has no rights and she has no User rights.

If you have the “Quick Search” set up on the “RT at a Glance” while
logged in as the HR Director user and click on the Edit tab for RTaaG,
you are presented with the choices of queues you’d like to see for QS.
That Queue (“ENG”) is always available as a choice. I noticed that if
I take away the SeeQueue rights for Privedged Users in that Queue, the
HR Queue disappears from that “RT at a glance” Edit option, but not the
ENG Queue.

So it looks like the ENG queue is somehow embedded somewhere. Is there a
way to fix this short of “shredding” it? This is affecting more than
just this user now, and is becoming a show-stopper. Unfortunately, the
ENG queue is already in production, so it would be extremely difficult
for me to start over or even upgrade to 3.8.

Thanks for any suggestions anyone might have!

…k

5

Okay, still stuck…

I spoke with Jim Meyer (of the LDAP Auth fame) who mentioned that he
thought there was an RTx module called something like
"RTx::who’s-reporting" or such. It’s designed to do better logging to
find out where stuff is config’d (like my mysterious “default” queue).

Does this sound familiar to anyone?

Again, thanks for all the help!!!

…k

6

Okay, still stuck…

I spoke with Jim Meyer (of the LDAP Auth fame) who mentioned that he
thought there was an RTx module called something like
“RTx::who’s-reporting” or such. It’s designed to do better logging to
find out where stuff is config’d (like my mysterious “default” queue).

Does this sound familiar to anyone?

There’s one called something like RightsMatrix, which I used with RT
3.4.2. Haven’t looked to see if it works with more recent versions.

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

7

Wow!! Great!!!

That’s EXACTLY what I was looking for! Thanks, Tim!!!

Now, here’s what I discovered: The Queue in question (ENGLAB) has “See
Queue” as a right for everyone with the following revealed by
RightsMatrix:

The right ‘SeeQueue’ has been granted on Queue ‘ENGLAB’ to group:
SystemInternal Privileged which fred is a member of.
(ACE id: 1676)

This setting is true for all users, I compared some other’s
configurations which display the same “default” queue problem.

Where is the config setting for the Group “SystemInternal Privileged"
set? It’s not anywhere I could find in the Global Settings for Groups,
Queues, etc., even when I use the “Show Disabled Groups” check (tho I’m
sure it’s not a disabled group”. And how do I remove that right?

…k