Content "disappears" when session left open

RT Users
1

Hi folks,

I just received a few reports of users losing their correspondence when they are working on a ticket for a large amount of time (I’ve heard as low as 1 hour). After they finish their reply/comment, and select Update Ticket, it’ll disappear into thin air with no error message given to the user.

We are using RT 4.0.1 with WebExternalAuth enabled and Apache2+SSL with mod_auth_cas. WebSecureCookies is also enabled.

I wasn’t able to immediately recreate the issue, but I’ve had two separate reports of this happening. The users still had a valid CAS ticket. Has anyone seen this before?

Thanks,
Patrick

2

I just received a few reports of users losing their correspondence
when they are working on a ticket for a large amount of time (I’ve
heard as low as 1 hour). After they finish their reply/comment, and
select Update Ticket, it’ll disappear into thin air with no error
message given to the user.

We are using RT 4.0.1 with WebExternalAuth enabled and Apache2+SSL
with mod_auth_cas. WebSecureCookies is also enabled.

I wasn’t able to immediately recreate the issue, but I’ve had two
separate reports of this happening. The users still had a valid CAS
ticket. Has anyone seen this before?

You probably want to take a closer look at their session and see if
they were given a new one spontaneously. If you have
WebExternalAuthContinuous set to the default (which is more secure)
it’s entirely possible that their cookie or session got lost and RT
had to make a new one, which would lose context.

-kevin