No users listed in "Owner" dropdowns


#1

Hi all,

I have been struggling for a few days trying to figure out why one of
my RT installations don’t show any other users than “Nobody” in
"Owner" dropdowns. The most immediate effect of this is that any
"Basic" or “People” change to a ticket will result in an owner change
to “Nobody”, as not even the current owner is listed. Needless to say,
this is frustrating for both the users and the support staff.

I’ve gone through and verified (against a working RT installation)
that queue and group rights are set up adequately. In particular, I
have given the “OwnTicket” right to the appropriate users. I’ve even
attempted to give “broad rights” - however even giving superuser
rights to a named user, the “Privileged” group or any other gorup does
not help.

I’m almost beginning to suspect database corruption or some kind of
bug in RT, however I do not feel even remotely experienced enough to
claim this with any weight - so I’m still defaulting to thinking this
is a mistake on my part somehow.

All other aspects of RT is working fine; and on the other
installations I have even the above is working as it should.

Technical information:
All RT instances, good and bad, are running on FreeBSD 7.0-STABLE.
They are all installed from packages built from the ports system then
distributed - in other words the exact same builds of both RT and
supporting packages, all the way down to OS and database.
Configurations of webserver etc. are somewhat different, but should
not be a factor in this.

Any help would be greatly appreciated.

Thanks, and with best regards
Eirik Øverby
Modirum MDpay
Oslo, Norway


#2

Followup:

I have now even erased the database, re-initialized it, and created
only a barebone set of queues, users and groups. I have modeled this
closely after the working RT instance I have, and made sure the
configuration (RT_SiteConfig) is the same on both systems.

I still see the same problem - no users are listed in the "owner"
dropdowns, anywhere. Not even for the superuser!

Anyone?

Thanks,
/EirikOn Jun 10, 2008, at 01:11, Eirik Øverby wrote:

Hi all,

I have been struggling for a few days trying to figure out why one of
my RT installations don’t show any other users than “Nobody” in
"Owner" dropdowns. The most immediate effect of this is that any
"Basic" or “People” change to a ticket will result in an owner change
to “Nobody”, as not even the current owner is listed. Needless to say,
this is frustrating for both the users and the support staff.

I’ve gone through and verified (against a working RT installation)
that queue and group rights are set up adequately. In particular, I
have given the “OwnTicket” right to the appropriate users. I’ve even
attempted to give “broad rights” - however even giving superuser
rights to a named user, the “Privileged” group or any other gorup does
not help.

I’m almost beginning to suspect database corruption or some kind of
bug in RT, however I do not feel even remotely experienced enough to
claim this with any weight - so I’m still defaulting to thinking this
is a mistake on my part somehow.

All other aspects of RT is working fine; and on the other
installations I have even the above is working as it should.

Technical information:
All RT instances, good and bad, are running on FreeBSD 7.0-STABLE.
They are all installed from packages built from the ports system then
distributed - in other words the exact same builds of both RT and
supporting packages, all the way down to OS and database.
Configurations of webserver etc. are somewhat different, but should
not be a factor in this.

Any help would be greatly appreciated.

Thanks, and with best regards
Eirik Øverby
Modirum MDpay
Oslo, Norway


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Commercial support: sales@bestpractical.com

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#3

Most probably RT’s dependencies out of date. Install newer
DBIx::SearchBuilder from the CPAN.

Don’t forget make testdeps. It’s not optional step, the same applies
to upgrades.On 6/10/08, Eirik Øverby ltning@anduin.net wrote:

Followup:

I have now even erased the database, re-initialized it, and created
only a barebone set of queues, users and groups. I have modeled this
closely after the working RT instance I have, and made sure the
configuration (RT_SiteConfig) is the same on both systems.

I still see the same problem - no users are listed in the "owner"
dropdowns, anywhere. Not even for the superuser!

Anyone?

Thanks,
/Eirik

On Jun 10, 2008, at 01:11, Eirik Øverby wrote:

Hi all,

I have been struggling for a few days trying to figure out why one of
my RT installations don’t show any other users than “Nobody” in
"Owner" dropdowns. The most immediate effect of this is that any
"Basic" or “People” change to a ticket will result in an owner change
to “Nobody”, as not even the current owner is listed. Needless to say,
this is frustrating for both the users and the support staff.

I’ve gone through and verified (against a working RT installation)
that queue and group rights are set up adequately. In particular, I
have given the “OwnTicket” right to the appropriate users. I’ve even
attempted to give “broad rights” - however even giving superuser
rights to a named user, the “Privileged” group or any other gorup does
not help.

I’m almost beginning to suspect database corruption or some kind of
bug in RT, however I do not feel even remotely experienced enough to
claim this with any weight - so I’m still defaulting to thinking this
is a mistake on my part somehow.

All other aspects of RT is working fine; and on the other
installations I have even the above is working as it should.

Technical information:
All RT instances, good and bad, are running on FreeBSD 7.0-STABLE.
They are all installed from packages built from the ports system then
distributed - in other words the exact same builds of both RT and
supporting packages, all the way down to OS and database.
Configurations of webserver etc. are somewhat different, but should
not be a factor in this.

Any help would be greatly appreciated.

Thanks, and with best regards
Eirik Øverby
Modirum MDpay
Oslo, Norway


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.


#4

Thank you!

It turns out that that particular package was not upgraded correctly
last time I upgraded all systems here. I have now rebuilt and upgraded
that dependency, and all seems well.

/EirikOn Jun 10, 2008, at 12:52, ruz@bestpractical.com wrote:

Most probably RT’s dependencies out of date. Install newer
DBIx::SearchBuilder from the CPAN.

Don’t forget make testdeps. It’s not optional step, the same applies
to upgrades.

On 6/10/08, Eirik Øverby ltning@anduin.net wrote:

Followup:

I have now even erased the database, re-initialized it, and created
only a barebone set of queues, users and groups. I have modeled this
closely after the working RT instance I have, and made sure the
configuration (RT_SiteConfig) is the same on both systems.

I still see the same problem - no users are listed in the "owner"
dropdowns, anywhere. Not even for the superuser!

Anyone?

Thanks,
/Eirik

On Jun 10, 2008, at 01:11, Eirik Øverby wrote:

Hi all,

I have been struggling for a few days trying to figure out why one
of
my RT installations don’t show any other users than “Nobody” in
"Owner" dropdowns. The most immediate effect of this is that any
"Basic" or “People” change to a ticket will result in an owner
change
to “Nobody”, as not even the current owner is listed. Needless to
say,
this is frustrating for both the users and the support staff.

I’ve gone through and verified (against a working RT installation)
that queue and group rights are set up adequately. In particular, I
have given the “OwnTicket” right to the appropriate users. I’ve even
attempted to give “broad rights” - however even giving superuser
rights to a named user, the “Privileged” group or any other gorup
does
not help.

I’m almost beginning to suspect database corruption or some kind of
bug in RT, however I do not feel even remotely experienced enough to
claim this with any weight - so I’m still defaulting to thinking
this
is a mistake on my part somehow.

All other aspects of RT is working fine; and on the other
installations I have even the above is working as it should.

Technical information:
All RT instances, good and bad, are running on FreeBSD 7.0-STABLE.
They are all installed from packages built from the ports system
then
distributed - in other words the exact same builds of both RT and
supporting packages, all the way down to OS and database.
Configurations of webserver etc. are somewhat different, but should
not be a factor in this.

Any help would be greatly appreciated.

Thanks, and with best regards
Eirik Øverby
Modirum MDpay
Oslo, Norway


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


#5

I was having the same issue but hadn’t looked into it until I saw
this thread.

DBIx::SearchBuilder was at the current version (1.53) but there were
some dependancies that hadn’t been installed. I installed all of its
deps and forced a reinstall of DBIx::SearchBuilder but still have the
same problem. make testdeps shows that all RT deps are installed.

Do I also need to rebuild RT to get this working?On Jun 10, 2008, at 5:34 AM, Eirik Øverby wrote:

Thank you!

It turns out that that particular package was not upgraded
correctly last time I upgraded all systems here. I have now rebuilt
and upgraded that dependency, and all seems well.

/Eirik

On Jun 10, 2008, at 12:52, ruz@bestpractical.com wrote:

Most probably RT’s dependencies out of date. Install newer
DBIx::SearchBuilder from the CPAN.

Don’t forget make testdeps. It’s not optional step, the same
applies
to upgrades.

On 6/10/08, Eirik Øverby ltning@anduin.net wrote:

Followup:

I have now even erased the database, re-initialized it, and created
only a barebone set of queues, users and groups. I have modeled this
closely after the working RT instance I have, and made sure the
configuration (RT_SiteConfig) is the same on both systems.

I still see the same problem - no users are listed in the "owner"
dropdowns, anywhere. Not even for the superuser!

Anyone?

Thanks,
/Eirik

On Jun 10, 2008, at 01:11, Eirik Øverby wrote:

Hi all,

I have been struggling for a few days trying to figure out why
one of
my RT installations don’t show any other users than “Nobody” in
"Owner" dropdowns. The most immediate effect of this is that any
"Basic" or “People” change to a ticket will result in an owner
change
to “Nobody”, as not even the current owner is listed. Needless
to say,
this is frustrating for both the users and the support staff.

I’ve gone through and verified (against a working RT installation)
that queue and group rights are set up adequately. In particular, I
have given the “OwnTicket” right to the appropriate users. I’ve
even
attempted to give “broad rights” - however even giving superuser
rights to a named user, the “Privileged” group or any other
gorup does
not help.

I’m almost beginning to suspect database corruption or some kind of
bug in RT, however I do not feel even remotely experienced
enough to
claim this with any weight - so I’m still defaulting to thinking
this
is a mistake on my part somehow.

All other aspects of RT is working fine; and on the other
installations I have even the above is working as it should.

Technical information:
All RT instances, good and bad, are running on FreeBSD 7.0-STABLE.
They are all installed from packages built from the ports system
then
distributed - in other words the exact same builds of both RT and
supporting packages, all the way down to OS and database.
Configurations of webserver etc. are somewhat different, but should
not be a factor in this.

Any help would be greatly appreciated.

Thanks, and with best regards
Eirik Øverby
Modirum MDpay
Oslo, Norway


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com