Request tracker permission denied

Hi Parker,

Actually no luck as of yet. I’ve thought about going through the perl and
replacing all of the instances of the simple error message “Permission
denied” with something a little more detailed (perhaps including the
filename of the perl file) but I haven’t had a chance to do so.

I’m not sure how prevelent the problem is as I’ve only had 3 users comment
on it in 3 months, but it is possible that it is happening more frequently
and there are some users who are not bothering to respond.

What platform are you running RT on? I’m on FreeBSD 4.7 with perl 5.8.0
installed from ports and RT 2.0.15 installed manually. If you’re running the
same setup maybe it’s something FreeBSD specific?

I’ve cc:ed this back to the list in case any of this jars anyone’s memory
and someone suggests a solution.

Nicholas Paufler
Systems Administrator
The Internet Centre----- Original Message -----
From: “Parker Thompson” parkert@sims.berkeley.edu
To: npaufler@incentre.net
Sent: Wednesday, April 02, 2003 3:30 PM
Subject: request tracker [crit] permission denied

Nicholas,

I saw your post to the rt-users mailing list (below) and am having exactly
the same problem. Did you ever resolve this issue? I would be curious
what you found the cause to be, or if you have any suggestion on how I
might resolve it.

Thanks,

pt.

Parker Thompson
School of Information Management and Systems
University of California, Berkeley
http://www.parkert.com/
510.541.0125


I’ve got a bizarre problem I can’t find referenced in any of the mailing
lists. I’m running RT 2.0.15 on FreeBSD with MySQL, Apache, and mod_perl.

99.9% of the time everything works flawlessly but in the few months since
I’ve set it up RT i’ve had two or three users complain that every time
they
send a message that goes into a queue they immediately get a message back
containing “permission denied”.

The only things I can see in the RT logfile is stuff like this:

[Mon Mar 10 23:05:32 2003] [crit]: Permission Denied
[Tue Mar 11 20:18:45 2003] [crit]: Permission Denied
[Tue Mar 11 20:28:03 2003] [crit]: Permission Denied
[Tue Mar 11 20:46:24 2003] [crit]: Permission Denied
[Tue Mar 11 21:08:36 2003] [crit]: Permission Denied
[Tue Mar 18 18:06:55 2003] [crit]: Permission Denied
[Wed Mar 19 03:38:17 2003] [crit]: Permission Denied
[Fri Mar 21 14:43:32 2003] [crit]: Permission Denied

However, the last instance of this happenned at Fri Mar 28 09:29:58 2003
according to RT… and the last entry I have in my RT logfile is from
March
25th.

I am quite sure all of my queues have the correct permissions for Everyone
(Comment, create, reply, see), and I’ve even gone as far as adding those
permissions globally so there shouldn’t be a problem there.

I’ve tried sending emails in as that user and I don’t seem to be able to
reproduce it.

From looking in my maillogs, I can see that the message came in last
night:

Mar 27 19:41:41 freya sm-mta[52768]: h2S2fe12052768: from=<**REMOVED
FOR
PRIVACY
>, size=3446, class=0, nrcpts=1,
msgid=001901c2f4d3$9b133800$0100007f@SACLANT.NATO.INT, proto=ESMTP,
daemon=MTA, relay=bach.ccinet.ab.ca [198.161.96.1]
Mar 27 19:41:42 freya sendmail[52772]: h2S2fgxh052772: to=REMOVED FOR
PRIVACY
, ctladdr=mailnull (26/26), delay=00:00:00, xdelay=00:00:00,
mailer=relay, pri=138460, relay=localhost.incentre.net. [127.0.0.1],
dsn=2.0.0, stat=Sent (h2S2fg12052773 Message accepted for delivery)
Mar 27 19:41:43 freya sm-mta[52775]: h2S2fg12052773: to=<REMOVED FOR
PRIVACY
>, ctladdr=mailnull@freya.incentre.net (26/26),
delay=00:00:01,
xdelay=00:00:01, mailer=esmtp, pri=138644, relay=mx02.telus.net.
[199.185.220.200], dsn=2.0.0, stat=Sent (Message received:
20030328024200.FKTM3906.*REMOVED FOR PRIVACY@freya.incentre.net)

So that doesn’t look particularly different than any other message that
comes in to our ticketing system (comes in to our main mailserver, where
an
alias forwards it along to the ticketing server).

I can’t for the life of me figure out where the permission denied could be
coming from since, as I said, 99.9% of the users using the exact same
email
addresses and the exact same queues have no problem at all.

Thanks for any help or advice that can be provided.

Nicholas Paufler
Systems Administrator
The Internet Centre

I’ve seen this happen when we’ve got users who have multiple email accounts
and send to the same ticket from their various accounts… but only one of
their accounts is listed as a requestor, and non-requestors aren’t allowed
to correspond/comment tickets - aka when they email the ticket from a
different email account, they get a permission denied. Perhaps that’s
what’s going on here?

-=| BenFrom: "Nicholas Paufler" <npaufler@incentre.net>

To: “Parker Thompson” parkert@sims.berkeley.edu
Cc: rt-users@lists.fsck.com
Sent: Thursday, April 03, 2003 12:52 PM
Subject: [rt-users] Re: request tracker [crit] permission denied

Hi Parker,

Actually no luck as of yet. I’ve thought about going through the perl and
replacing all of the instances of the simple error message “Permission
denied” with something a little more detailed (perhaps including the
filename of the perl file) but I haven’t had a chance to do so.

I’m not sure how prevelent the problem is as I’ve only had 3 users comment
on it in 3 months, but it is possible that it is happening more frequently
and there are some users who are not bothering to respond.

What platform are you running RT on? I’m on FreeBSD 4.7 with perl 5.8.0
installed from ports and RT 2.0.15 installed manually. If you’re running
the
same setup maybe it’s something FreeBSD specific?

I’ve cc:ed this back to the list in case any of this jars anyone’s memory
and someone suggests a solution.

Nicholas Paufler
Systems Administrator
The Internet Centre