Hi All,
I am in the process of upgrading our installation (and migrating to a
new server) from 3.2.2 to 3.6.1.
So far, I haven’t had any problems, except for some performance issues
with the Query Builder.
Specifically, the behaviour for populating the drop down list for the
"Owner" field in 3.2.2 is simply to list all the currently authorized
users. This limits you in that you can’t search by people who have been
deactivated, etc.
In 3.6 (and i think even in 3.4) this behaviour was changed and the drop
down is populated with ALL users, including deactivated users. This is
a huge performance hit for us as it loads a few thousand names. Instead
of the Build.html page loading in under a second, it takes roughly 20
seconds. As well, with that many names in the dropdown, it is almost
completely useless to use.
I am unfortunately not much of a Perl hacker, and so I am not sure where
to make the changes to fix this. Ideally, I would love to replace the
drop-down with a text field for free-form entry, but barring that, I
would settle with returning the behaviour to the way that it is in 3.2.
Any hints would be much appreciated.
Thanks!
Chris Poupart
Network System Administrator
Development, Alumni and University Relations
McGill University
Somewhere, somehow, all of your users have “OwnTicket” rights.
RTx::RightsMatrix can help you track this down.
Chris Poupart wrote:
Hi All,
I am in the process of upgrading our installation (and migrating to a
new server) from 3.2.2 to 3.6.1.
So far, I haven’t had any problems, except for some performance issues
with the Query Builder.
Specifically, the behaviour for populating the drop down list for the
“Owner” field in 3.2.2 is simply to list all the currently authorized
users. This limits you in that you can’t search by people who have
been deactivated, etc.
In 3.6 (and i think even in 3.4) this behaviour was changed and the
drop down is populated with ALL users, including deactivated users.
This is a huge performance hit for us as it loads a few thousand
names. Instead of the Build.html page loading in under a second, it
takes roughly 20 seconds. As well, with that many names in the
dropdown, it is almost completely useless to use.
I am unfortunately not much of a Perl hacker, and so I am not sure
where to make the changes to fix this. Ideally, I would love to
replace the drop-down with a text field for free-form entry, but
barring that, I would settle with returning the behaviour to the way
that it is in 3.2.
Any hints would be much appreciated.
Thanks!
Chris Poupart
Network System Administrator
Development, Alumni and University Relations
McGill University
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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati
Thanks Drew,
I have RTx:RightsMatrix installed, and I am looking through. So far
there is nothing obvious, unless I am missing something.
I don’t have an over-abundance of queues, so I may just go through them
and double-check the permissions for groups that would apply to everyone
(really only the default global groups).
– chris
Drew Barnes wrote:
Unfortunately, this hasn’t brought me any closer to resolving the bug.
If I take a random auto-generated user, they do not have "OwnTicket"
rights on any of the queues. 
So I then went through and removed all of the permissions to the system
defined groups (Everyone, Privileged, Unprivileged, Owner, AdminCC, CC,
etc) for all of the queues.
Now if I look at an unprivileged auto-created user in the Rights Matrix,
they have “Create Ticket” rights to all of the queues, and "Watch"
rights to all of the queues. That’s it.
However, I still have the problem that /all/ of the users load when I
bring up the Build.html page. :-/
If anyone has any other advice on this one, I would love to hear it.
– Chris
Chris Poupart wrote:
My last suggestion would be to try removing “watch” rights to
unprivileged.
My rights setup (in case this may help you):
Privileged: Steal Ticket, TakeTicket
Unpriv’ed: CreateTicket, SeeQueue
Everyone: CreateTicket (probably redundant), ReplyToTicket
Requestor: ReplyToTicket
MyGroup: ModifyTicket, OwnTicket, ShowTicket, ShowTicketComments, Watch,
WatchAsAdminCC
MyGroup is the only group that appears in the Owner box on my 3.6.4
(upgraded from 3.2.2) system.
Hope this helps you some.
Chris Poupart wrote:
Unfortunately, this hasn’t brought me any closer to resolving the bug.
If I take a random auto-generated user, they do not have “OwnTicket”
rights on any of the queues. 
So I then went through and removed all of the permissions to the
system defined groups (Everyone, Privileged, Unprivileged, Owner,
AdminCC, CC, etc) for all of the queues.
Now if I look at an unprivileged auto-created user in the Rights
Matrix, they have “Create Ticket” rights to all of the queues, and
“Watch” rights to all of the queues. That’s it.
However, I still have the problem that /all/ of the users load when I
bring up the Build.html page. :-/
If anyone has any other advice on this one, I would love to hear it.
– Chris
Chris Poupart wrote:
Thanks Drew,
I have RTx:RightsMatrix installed, and I am looking through. So far
there is nothing obvious, unless I am missing something.
I don’t have an over-abundance of queues, so I may just go through
them and double-check the permissions for groups that would apply to
everyone (really only the default global groups).
– chris
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati
OK,
I just realized that they had “CreateTicket” and “Watch” because of
Global group settings.
So I removed all of those permissions as well. Now when I look at the
Rights Matrix for an unprivileged user, they have absolutely no rights.
However, the problem still persists.
I appreciate your help. Looking through my permissions, it seems that
it was time for a cleanup anyway!
– Chris
Drew Barnes wrote:
I just thought that I would add to this that this only happens (as far
as I can tell) with the owner field in Build.html.
Other areas with an owner drop down (such as adjusting the information
for a ticket) only display the users who have OwnTicket rights on that
queue.
Still… since no unprivileged users have OwnTicket rights… this
shouldn’t be a problem. :-/
– Chris
Chris Poupart wrote:
Bingo.
It would seem that the problem was indeed that I have the "Unprivileged"
group “OwnTicket” rights in a Queue that I had deactivated (and
forgotten about).
Deactivated queues don’t show up in the Rights Matrix either.
I am very happy that is all that it was!
Thanks for your help Drew.
– Chris