How do I add a password to a Non-Privileged user?

RT Users
1

I have a test installation of RT 3.0.2 running now on my system. Everything seems to work just fine EXCEPT that I cannot change a user from non-Privileged to Privileged as SuperUser! I try Configuration -> Select User -> User is name -> then click GO. Even if I check the box to “Include disabled users in search” and still just list the Privileged users. The non-Privileged uses don’t get listed so I can make changes on their rights etc.

I know the user is in the database because I cannot add a new user with the same user name or email address. I have been through the documentation but I can’t find out how to access these users. What am I missing?

Thanks For your help.

Richard

2

Richard Asp - richard wrote:

I have a test installation of RT 3.0.2 running now on my system.
Everything seems to work just fine EXCEPT that I cannot change a user
from non-Privileged to Privileged as SuperUser! I try Configuration
→ Select User → User is /name/ → then click GO. Even if I check
the box to “Include disabled users in search” and still just list the
Privileged users. The non-Privileged uses don’t get listed so I can
make changes on their rights etc.

I know the user is in the database because I cannot add a new user
with the same user name or email address. I have been through the
documentation but I can’t find out how to access these users. What am
I missing?

You have to actually search for the non-privilaged users with the form
presented on the select users page, non-privilaged users do not display
by default. The non-privilaged users that match your search will be
listed below the search fields and button, totally seperated from the
privilaged user display area.

Michael

3

Richard Asp wrote:

Even if I check the box to “Include disabled users in
search” and still just list the Privileged users. The
non-Privileged uses don’t get listed so I can make
changes on their rights etc.

Michael S. Baker replied:

You have to actually search for the non-privilaged
users with the form presented on the select users
page, non-privilaged users do not display by default.
The non-privilaged users that match your search will be
listed below the search fields and button, totally
seperated from the privilaged user display area.

If Richard’s having the same problem that I’m having, disabled users
aren’t showing up at all, even when you search for them. I thought it
was me misunderstanding how RT works, but I’m convinced this is a bug -
I cannot get it to list any disabled users at all regardless of the
search criteria.

Cheers,

Nick Barnes.

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4

If Richard’s having the same problem that I’m having, disabled users
aren’t showing up at all, even when you search for them. I thought it
was me misunderstanding how RT works, but I’m convinced this is a bug -
I cannot get it to list any disabled users at all regardless of the
search criteria.

Can you turn on database query logging and capture the queries that the
database performs after you click the “search” button for a search that
includes disabled users? That’s the thing that’s most likely to help
track down the issue you’re seeing.

Jesse

Cheers,

Nick Barnes.

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

5

Can you turn on database query logging and capture the
queries that the
database performs after you click the “search” button for a
search that
includes disabled users? That’s the thing that’s most likely to help
track down the issue you’re seeing.

OK. The following search was as follows:

Find people whose: ‘USER ID’ ‘CONTAINS’ ‘’ and “Include disabled users
in search.” is ticked.

---------------8<---------------

2 Query SELECT * FROM GroupMembers WHERE GroupId = ‘4’ AND
MemberId = ‘12’

2 Query SELECT ACL.id from ACL, Groups, Principals,
CachedGroupMembers WHERE (ACL.RightName = ‘SuperUser’ OR ACL.RightName
= ‘AdminUsers’) AND Principals.Disabled = 0 AND
CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND
Principals.id = CachedGroupMembers.GroupId AND
CachedGroupMembers.MemberId = ‘12’ AND ( ACL.ObjectType = ‘RT::System’
OR (ACL.ObjectType = ‘RT::System’ AND ACL.ObjectId = ‘1’)) AND ( (
ACL.PrincipalId = Principals.id AND ACL.PrincipalType = ‘Group’ AND
(Groups.Domain = ‘SystemInternal’ OR Groups.Domain = ‘UserDefined’ OR
Groups.Domain = ‘ACLEquivalence’ OR Groups.Domain = ‘Personal’)) OR (
((Groups.Domain = ‘RT::System-Role’ AND Groups.Instance = ‘1’) ) AND
Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND
Principals.PrincipalType = ‘Group’) ) LIMIT 1

2 Query SELECT count(DISTINCT main.id) FROM Users main, Principals
Principals_1, CachedGroupMembers CachedGroupMembers_2 WHERE
((CachedGroupMembers_2.GroupId = ‘4’)) AND ((Principals_1.PrincipalType
= ‘User’)) AND main.id = Principals_1.id AND Principals_1.id =
CachedGroupMembers_2.MemberId

2 Query SELECT DISTINCT main.* FROM Users main, Principals
Principals_1, CachedGroupMembers CachedGroupMembers_2 WHERE
((CachedGroupMembers_2.GroupId = ‘4’)) AND ((Principals_1.Disabled =
‘0’)) AND ((Principals_1.PrincipalType = ‘User’)) AND main.id =
Principals_1.id AND Principals_1.id = CachedGroupMembers_2.MemberId
ORDER BY main.Name ASC

2 Query SELECT
RELEASE_LOCK(‘Apache-Session-5fd5448a46f2a93ac787f13b87292bb6’)

3 Query SELECT * FROM Users WHERE Name = ‘RT_System’

3 Query SELECT * FROM Users WHERE Name = ‘Nobody’

3 Query SELECT
GET_LOCK(‘Apache-Session-5fd5448a46f2a93ac787f13b87292bb6’, 3600)

3 Query SELECT a_session FROM sessions WHERE id =
‘5fd5448a46f2a93ac787f13b87292bb6’

3 Query SELECT
RELEASE_LOCK(‘Apache-Session-5fd5448a46f2a93ac787f13b87292bb6’)

---------------8<---------------

And the following log is for the query:

Find people whose: ‘EMAIL’ ‘CONTAINS’ ‘b’ and “Include disabled users
in search.” is ticked.

(I know there should be some in there!)

---------------8<---------------

5 Query SELECT * FROM Users WHERE Name = ‘RT_System’

5 Query SELECT * FROM Users WHERE Name = ‘Nobody’

5 Query SELECT
GET_LOCK(‘Apache-Session-5fd5448a46f2a93ac787f13b87292bb6’, 3600)

5 Query SELECT a_session FROM sessions WHERE id =
‘5fd5448a46f2a93ac787f13b87292bb6’

5 Query SELECT * FROM Groups WHERE Type = ‘Privileged’ AND
Instance = ‘’ AND Domain = ‘SystemInternal’ AND Name = ‘’

5 Query SELECT * FROM GroupMembers WHERE GroupId = ‘4’ AND
MemberId = ‘12’

5 Query SELECT ACL.id from ACL, Groups, Principals,
CachedGroupMembers WHERE (ACL.RightName = ‘SuperUser’ OR ACL.RightName
= ‘AdminUsers’) AND Principals.Disabled = 0 AND
CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND
Principals.id = CachedGroupMembers.GroupId AND
CachedGroupMembers.MemberId = ‘12’ AND ( ACL.ObjectType = ‘RT::System’
OR (ACL.ObjectType = ‘RT::System’ AND ACL.ObjectId = ‘1’)) AND ( (
ACL.PrincipalId = Principals.id AND ACL.PrincipalType = ‘Group’ AND
(Groups.Domain = ‘SystemInternal’ OR Groups.Domain = ‘UserDefined’ OR
Groups.Domain = ‘ACLEquivalence’ OR Groups.Domain = ‘Personal’)) OR (
((Groups.Domain = ‘RT::System-Role’ AND Groups.Instance = ‘1’) ) AND
Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND
Principals.PrincipalType = ‘Group’) ) LIMIT 1

5 Query SELECT count(DISTINCT main.id) FROM Users main, Principals
Principals_1, CachedGroupMembers CachedGroupMembers_2 WHERE
((CachedGroupMembers_2.GroupId = ‘4’)) AND ((Principals_1.PrincipalType
= ‘User’)) AND main.id = Principals_1.id AND Principals_1.id =
CachedGroupMembers_2.MemberId

5 Query SELECT DISTINCT main.* FROM Users main, Principals
Principals_1, CachedGroupMembers CachedGroupMembers_2 WHERE
((CachedGroupMembers_2.GroupId = ‘4’)) AND ((Principals_1.Disabled =
‘0’)) AND ((Principals_1.PrincipalType = ‘User’)) AND main.id =
Principals_1.id AND Principals_1.id = CachedGroupMembers_2.MemberId
ORDER BY main.Name ASC

5 Query SELECT
RELEASE_LOCK(‘Apache-Session-5fd5448a46f2a93ac787f13b87292bb6’)

8 Connect rt_user@localhost on rt3

8 Query SELECT * FROM Users WHERE Name = ‘RT_System’

8 Query SELECT * FROM Users WHERE Name = ‘Nobody’

8 Query SELECT
GET_LOCK(‘Apache-Session-5fd5448a46f2a93ac787f13b87292bb6’, 3600)

8 Query SELECT a_session FROM sessions WHERE id =
‘5fd5448a46f2a93ac787f13b87292bb6’

8 Query SELECT
RELEASE_LOCK(‘Apache-Session-5fd5448a46f2a93ac787f13b87292bb6’)

---------------8<---------------

I’m not even going to begin to speculate on what’s going wrong!!

Cheers,

Nick.