Some users are losing their rights every night

RT Users
1

HI All,

I am new to administrating RT and I am not sure where to begin troubleshooting this problem. I have looked at the Wiki and have looked through the archived rt-users thread. I am currently using RT 3.8.2 on an Ubuntu server.

Issue:
Users have been granted rights through group membership and then that group is assigned to a particular queue or queues. I have confirmed that the users have been explicitly “granted rights” and allowed to “Access RT” in their user profiles. When they are initially granted rights, they have access to exactly what I have set for them. They can access queues, see tickets, comment, move tickets from queue to queue, and so on. The users leave for the day and attempt to log on the next day only to find out they do not have the correct permissions any longer. Their interface appears as if they are a user without rights.

This does not seem to affect all users and it has never affected a SuperUser. When checking the user’s profile I find that both the “rights” and “access RT” check boxes are both still checked. Also, the user still has all their normal group memberships. I do not see any reason why they should be seeing the “new user” screen. The workaround for me has been to uncheck the “rights” checkbox, save changes, re-check the “rights”, and then save changes again. If the user logs out and back in, they will have the correct rights. Unfortunately, I find they will “lose” their rights within a day (sometimes this happens within one eight hour shift). I have been unable to narrow down the cause of this issue beyond what I have described.

Out of about 100 users, I have had 4 users report this issue. Two users have this happen repeatedly and it is reported nearly every day. This is probably more widespread than I know (some users access RT every day, all day and some almost never).

Please let me know if anyone has an idea of where to start looking for the problem or if more information is needed.

Thank you,

Nathan Hurt
Barracuda Networks

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry: Spam, Malware, and Advanced Threat Protection | Barracuda Networks

2

Nathan,

A couple questions first:

  1. Do you grant all the rights via the WebUI?
  2. Do you put the Users in a pre-defined group or do you grant them
    “User” rights to those queues?
  3. Do you have any nightly “Cron” processes running?
  4. Does this happen to only the NEW users and if so, when did this
    start happening? I ask this because if it is only happening to new
    users, then I would find the cutoff date for new users/problem and
    see if there is a new operation, updated process, etc. that might
    re-set new users, but leave older ones alone.
  5. Is the DataBase backed up every night? If so, do they then turn
    around and re-load the backup, re-setting keys, indexes, etc.? If
    this is done nightly, maybe they are re-loading the wrong backup?

Thiese answers should help us de-bug the problem.

Kenn
LBNLOn 8/17/2009 10:02 AM, Nathan Hurt wrote:

HI All,

I am new to administrating RT and I am not sure where to begin
troubleshooting this problem. I have looked at the Wiki and have
looked through the archived rt-users thread. I am currently using RT
3.8.2 on an Ubuntu server.

Issue:

Users have been granted rights through group membership and then that
group is assigned to a particular queue or queues. I have confirmed
that the users have been explicitly “granted rights” and allowed to
“Access RT” in their user profiles. When they are initially granted
rights, they have access to exactly what I have set for them. They can
access queues, see tickets, comment, move tickets from queue to queue,
and so on. The users leave for the day and attempt to log on the next
day only to find out they do not have the correct permissions any
longer. Their interface appears as if they are a user without rights.

This does not seem to affect all users and it has never affected a
SuperUser. When checking the user’s profile I find that both the
“rights” and “access RT” check boxes are both still checked. Also, the
user still has all their normal group memberships. I do not see any
reason why they should be seeing the “new user” screen. The workaround
for me has been to uncheck the “rights” checkbox, save changes,
re-check the “rights”, and then save changes again. If the user logs
out and back in, they will have the correct rights. Unfortunately, I
find they will “lose” their rights within a day (sometimes this
happens within one eight hour shift). I have been unable to narrow
down the cause of this issue beyond what I have described.

Out of about 100 users, I have had 4 users report this issue. Two
users have this happen repeatedly and it is reported nearly every day.
This is probably more widespread than I know (some users access RT
every day, all day and some almost never).

Please let me know if anyone has an idea of where to start looking for
the problem or if more information is needed.

Thank you,

Nathan Hurt

Barracuda Networks

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry:
Spam, Malware, and Advanced Threat Protection | Barracuda Networks

The rt-users Archives

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

3

Thanks for the quick response.

  1. I have granted all rights via the web ui.

  2. I put users in a pre-defined group and then grant the group specific rights to different queues. There are very few exceptions to this rule. The users with the issue are exclusively assigned a group membership and the group is assigned group rights to a queue.

  3. I don’t have any daily cron jobs that I would consider out of the ordinary. This is pretty basic install across the board (RT and everything else on the server).

  4. This does not only affect new users. I have two users who report this problem almost daily (if not, then it’s probably because they haven’t tried to log in to RT that day). The first user was one of the earliest users on this instance of RT. The second user was created weeks later. The other two users that have reported this issue have only reported it once (and based on their usage, it has never happened to them again).

  5. The database is not backed up – but you just reminded me to get on that asap :slight_smile:

Nathan Hurt
Technical Support Engineer
Barracuda Networks, Inc.
www.barracuda.comhttp://www.barracuda.com
(408) 342-5470From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Monday, August 17, 2009 2:12 PM
To: Nathan Hurt
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

A couple questions first:

  1. Do you grant all the rights via the WebUI?
  2. Do you put the Users in a pre-defined group or do you grant them “User” rights to those queues?
  3. Do you have any nightly “Cron” processes running?
  4. Does this happen to only the NEW users and if so, when did this start happening? I ask this because if it is only happening to new users, then I would find the cutoff date for new users/problem and see if there is a new operation, updated process, etc. that might re-set new users, but leave older ones alone.
  5. Is the DataBase backed up every night? If so, do they then turn around and re-load the backup, re-setting keys, indexes, etc.? If this is done nightly, maybe they are re-loading the wrong backup?
    Thiese answers should help us de-bug the problem.

Kenn
LBNL

4

Nathan,

I understand your confusion. This is a tough one. I have another
question. When the Users lose their rights, does the bottom box (making
them privileged) on the User’s profile get unchecked?

Kenn
LBNLOn 8/17/2009 12:28 PM, Nathan Hurt wrote:

Thanks for the quick response.

  1. I have granted all rights via the web ui.

  2. I put users in a pre-defined group and then grant the group
    specific rights to different queues. There are very few exceptions to
    this rule. The users with the issue are exclusively assigned a group
    membership and the group is assigned group rights to a queue.

  3. I don’t have any daily cron jobs that I would consider out of the
    ordinary. This is pretty basic install across the board (RT and
    everything else on the server).

  4. This does not only affect new users. I have two users who report
    this problem almost daily (if not, then it’s probably because they
    haven’t tried to log in to RT that day). The first user was one of the
    earliest users on this instance of RT. The second user was created
    weeks later. The other two users that have reported this issue have
    only reported it once (and based on their usage, it has never happened
    to them again).

  5. The database is not backed up – but you just reminded me to get on
    that asap J

Nathan Hurt

Technical Support Engineer

Barracuda Networks, Inc.

www.barracuda.com http://www.barracuda.com

(408) 342-5470

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Monday, August 17, 2009 2:12 PM
To: Nathan Hurt
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

A couple questions first:

  1. Do you grant all the rights via the WebUI?
  2. Do you put the Users in a pre-defined group or do you grant them
    “User” rights to those queues?
  3. Do you have any nightly “Cron” processes running?
  4. Does this happen to only the NEW users and if so, when did this
    start happening? I ask this because if it is only happening to
    new users, then I would find the cutoff date for new
    users/problem and see if there is a new operation, updated
    process, etc. that might re-set new users, but leave older ones
    alone.
  5. Is the DataBase backed up every night? If so, do they then turn
    around and re-load the backup, re-setting keys, indexes, etc.?
    If this is done nightly, maybe they are re-loading the wrong backup?

Thiese answers should help us de-bug the problem.

Kenn
LBNL

On 8/17/2009 10:02 AM, Nathan Hurt wrote:

HI All,

I am new to administrating RT and I am not sure where to begin
troubleshooting this problem. I have looked at the Wiki and have
looked through the archived rt-users thread. I am currently using RT
3.8.2 on an Ubuntu server.

Issue:

Users have been granted rights through group membership and then that
group is assigned to a particular queue or queues. I have confirmed
that the users have been explicitly “granted rights” and allowed to
“Access RT” in their user profiles. When they are initially granted
rights, they have access to exactly what I have set for them. They can
access queues, see tickets, comment, move tickets from queue to queue,
and so on. The users leave for the day and attempt to log on the next
day only to find out they do not have the correct permissions any
longer. Their interface appears as if they are a user without rights.

This does not seem to affect all users and it has never affected a
SuperUser. When checking the user’s profile I find that both the
“rights” and “access RT” check boxes are both still checked. Also, the
user still has all their normal group memberships. I do not see any
reason why they should be seeing the “new user” screen. The workaround
for me has been to uncheck the “rights” checkbox, save changes,
re-check the “rights”, and then save changes again. If the user logs
out and back in, they will have the correct rights. Unfortunately, I
find they will “lose” their rights within a day (sometimes this
happens within one eight hour shift). I have been unable to narrow
down the cause of this issue beyond what I have described.

Out of about 100 users, I have had 4 users report this issue. Two
users have this happen repeatedly and it is reported nearly every day.
This is probably more widespread than I know (some users access RT
every day, all day and some almost never).

Please let me know if anyone has an idea of where to start looking for
the problem or if more information is needed.

Thank you,

Nathan Hurt

Barracuda Networks

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry:
Spam, Malware, and Advanced Threat Protection | Barracuda Networks http://www.barracudanetworks.com/spam

The rt-users Archives

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

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

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry:
Spam, Malware, and Advanced Threat Protection | Barracuda Networks

The rt-users Archives

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

5

Kenn,

No. The box is still checked and I have also confirmed the group memberships are still in place. It seems like nothing has changed except they are seeing the default new user, no rights GUI when they log in. Of course, something must be changing somewhere. I just cannot seem to find it.

Nathan Hurt
Barracuda Networks, Inc.From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Monday, August 17, 2009 4:53 PM
To: Nathan Hurt
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

I understand your confusion. This is a tough one. I have another question. When the Users lose their rights, does the bottom box (making them privileged) on the User’s profile get unchecked?

Kenn
LBNL

6

Hello Nathan,

Do I understand it right that each night rights you granted to a group
disappear? Do you re-grant the same set of rights to the same group
again and everything works again? What exactly do you do to fix the
problem?

Do you use shrink-cgm-table.pl script? Is it possible that you run it
every night?On Tue, Aug 18, 2009 at 1:00 AM, Nathan Hurtnhurt@barracuda.com wrote:

Kenn,

No. The box is still checked and I have also confirmed the group memberships
are still in place. It seems like nothing has changed except they are seeing
the default new user, no rights GUI when they log in. Of course, something
must be changing somewhere. I just cannot seem to find it.

Nathan Hurt

Barracuda Networks, Inc.

Best regards, Ruslan.

7

Nathan,

This is certainly a conundrum. The only thing I can think of is that
there is some configuration setting that causes an automatic re-set OR
some setting that removes certain settings when RT is re-started.
Something like that. I have never heard of anything like this on RT for
years. Sorry.

Kenn
LBNLOn 8/17/2009 2:00 PM, Nathan Hurt wrote:

Kenn,

No. The box is still checked and I have also confirmed the group
memberships are still in place. It seems like nothing has changed
except they are seeing the default new user, no rights GUI when they
log in. Of course, something must be changing somewhere. I just cannot
seem to find it.

Nathan Hurt

Barracuda Networks, Inc.

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Monday, August 17, 2009 4:53 PM
To: Nathan Hurt
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

I understand your confusion. This is a tough one. I have another
question. When the Users lose their rights, does the bottom box
(making them privileged) on the User’s profile get unchecked?

Kenn
LBNL

On 8/17/2009 12:28 PM, Nathan Hurt wrote:

Thanks for the quick response.

  1. I have granted all rights via the web ui.

  2. I put users in a pre-defined group and then grant the group
    specific rights to different queues. There are very few exceptions to
    this rule. The users with the issue are exclusively assigned a group
    membership and the group is assigned group rights to a queue.

  3. I don’t have any daily cron jobs that I would consider out of the
    ordinary. This is pretty basic install across the board (RT and
    everything else on the server).

  4. This does not only affect new users. I have two users who report
    this problem almost daily (if not, then it’s probably because they
    haven’t tried to log in to RT that day). The first user was one of the
    earliest users on this instance of RT. The second user was created
    weeks later. The other two users that have reported this issue have
    only reported it once (and based on their usage, it has never happened
    to them again).

  5. The database is not backed up – but you just reminded me to get on
    that asap J

Nathan Hurt

Barracuda Networks, Inc.

www.barracuda.com http://www.barracuda.com

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Monday, August 17, 2009 2:12 PM
To: Nathan Hurt
Cc: ‘rt-users@lists.bestpractical.com
mailto:rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

A couple questions first:

  1. Do you grant all the rights via the WebUI?
  2. Do you put the Users in a pre-defined group or do you grant them
    “User” rights to those queues?
  3. Do you have any nightly “Cron” processes running?
  4. Does this happen to only the NEW users and if so, when did this
    start happening? I ask this because if it is only happening to
    new users, then I would find the cutoff date for new
    users/problem and see if there is a new operation, updated
    process, etc. that might re-set new users, but leave older ones
    alone.
  5. Is the DataBase backed up every night? If so, do they then turn
    around and re-load the backup, re-setting keys, indexes, etc.?
    If this is done nightly, maybe they are re-loading the wrong backup?

Thiese answers should help us de-bug the problem.

Kenn
LBNL

On 8/17/2009 10:02 AM, Nathan Hurt wrote:

HI All,

I am new to administrating RT and I am not sure where to begin
troubleshooting this problem. I have looked at the Wiki and have
looked through the archived rt-users thread. I am currently using RT
3.8.2 on an Ubuntu server.

Issue:

Users have been granted rights through group membership and then that
group is assigned to a particular queue or queues. I have confirmed
that the users have been explicitly “granted rights” and allowed to
“Access RT” in their user profiles. When they are initially granted
rights, they have access to exactly what I have set for them. They can
access queues, see tickets, comment, move tickets from queue to queue,
and so on. The users leave for the day and attempt to log on the next
day only to find out they do not have the correct permissions any
longer. Their interface appears as if they are a user without rights.

This does not seem to affect all users and it has never affected a
SuperUser. When checking the user’s profile I find that both the
“rights” and “access RT” check boxes are both still checked. Also, the
user still has all their normal group memberships. I do not see any
reason why they should be seeing the “new user” screen. The workaround
for me has been to uncheck the “rights” checkbox, save changes,
re-check the “rights”, and then save changes again. If the user logs
out and back in, they will have the correct rights. Unfortunately, I
find they will “lose” their rights within a day (sometimes this
happens within one eight hour shift). I have been unable to narrow
down the cause of this issue beyond what I have described.

Out of about 100 users, I have had 4 users report this issue. Two
users have this happen repeatedly and it is reported nearly every day.
This is probably more widespread than I know (some users access RT
every day, all day and some almost never).

Please let me know if anyone has an idea of where to start looking for
the problem or if more information is needed.

Thank you,

Nathan Hurt

Barracuda Networks

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry:
Spam, Malware, and Advanced Threat Protection | Barracuda Networks http://www.barracudanetworks.com/spam

The rt-users Archives

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

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

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry:
Spam, Malware, and Advanced Threat Protection | Barracuda Networks http://www.barracudanetworks.com/spam

The rt-users Archives

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

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

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry:
Spam, Malware, and Advanced Threat Protection | Barracuda Networks

8

Forgot to "reply to all."From: Nathan Hurt
Sent: Monday, August 17, 2009 8:00 PM
To: Ruslan Zakirov
Subject: RE: [rt-users] Some users are losing their rights every night

Hi Ruslan,

They “lose” their rights in so much as when they log in next time the user appears to have the same rights as a new user that has not been granted rights. The check box is marked that they should have rights and all the rights are actually in place (i.e. group memberships, group rights, etc). This is reported nearly every day with two users out of more than 100. Only two other users have had this problem (and it has never happened again for those two users).

The work-around that I have found is to un-check the “rights” for the user > save the changes > re-check the rights > save the changes > have the user log out and back in. They now have the correct permissions… until it happens again.

I cannot seem to find anything special about these two users (or the other two users who experienced this once).

I do not use that script as far as I know. I am not the person who did the initial install of this server. Where can I find on the server if I am using that script. I am not sure what that script does.\

Thank you all very very very much for your help.

Nathan Hurt
Barracuda Networks, Inc.
From: Ruslan Zakirov [ruslan.zakirov@gmail.com]
Sent: Monday, August 17, 2009 5:25 PM
To: Nathan Hurt
Cc: Ken Crocker; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Some users are losing their rights every night

Hello Nathan,

Do I understand it right that each night rights you granted to a group
disappear? Do you re-grant the same set of rights to the same group
again and everything works again? What exactly do you do to fix the
problem?

Do you use shrink-cgm-table.pl script? Is it possible that you run it
every night?

9

Nathan,

This is certainly a conundrum. The only thing I can think of is that there
is some configuration setting that causes an automatic re-set OR some
setting that removes certain settings when RT is re-started. Something like
that. I have never heard of anything like this on RT for years. Sorry.

Kenn
LBNL

Nathan,

Have you made any local modifications to the RT codebase? Have you
tried clearing your Mason cache and restarting RT?

Cheers,
Ken> On 8/17/2009 2:00 PM, Nathan Hurt wrote:

Kenn,

No. The box is still checked and I have also confirmed the group
memberships are still in place. It seems like nothing has changed except
they are seeing the default new user, no rights GUI when they log in. Of
course, something must be changing somewhere. I just cannot seem to find
it.

Nathan Hurt

Barracuda Networks, Inc.

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Monday, August 17, 2009 4:53 PM
To: Nathan Hurt
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

I understand your confusion. This is a tough one. I have another question.
When the Users lose their rights, does the bottom box (making them
privileged) on the User’s profile get unchecked?

Kenn
LBNL

On 8/17/2009 12:28 PM, Nathan Hurt wrote:

Thanks for the quick response.

  1. I have granted all rights via the web ui.

  2. I put users in a pre-defined group and then grant the group specific
    rights to different queues. There are very few exceptions to this rule.
    The users with the issue are exclusively assigned a group membership and
    the group is assigned group rights to a queue.

  3. I don’t have any daily cron jobs that I would consider out of the
    ordinary. This is pretty basic install across the board (RT and everything
    else on the server).

  4. This does not only affect new users. I have two users who report this
    problem almost daily (if not, then it’s probably because they haven’t
    tried to log in to RT that day). The first user was one of the earliest
    users on this instance of RT. The second user was created weeks later. The
    other two users that have reported this issue have only reported it once
    (and based on their usage, it has never happened to them again).

  5. The database is not backed up – but you just reminded me to get on
    that asap J

Nathan Hurt

Barracuda Networks, Inc.

www.barracuda.com http://www.barracuda.com

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Monday, August 17, 2009 2:12 PM
To: Nathan Hurt
Cc: ‘rt-users@lists.bestpractical.com
mailto:rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

A couple questions first:

  1. Do you grant all the rights via the WebUI?
  2. Do you put the Users in a pre-defined group or do you grant them
    “User” rights to those queues?
  3. Do you have any nightly “Cron” processes running?
  4. Does this happen to only the NEW users and if so, when did this
    start happening? I ask this because if it is only happening to
    new users, then I would find the cutoff date for new
    users/problem and see if there is a new operation, updated
    process, etc. that might re-set new users, but leave older ones
    alone.
  5. Is the DataBase backed up every night? If so, do they then turn
    around and re-load the backup, re-setting keys, indexes, etc.?
    If this is done nightly, maybe they are re-loading the wrong backup?

Thiese answers should help us de-bug the problem.

Kenn
LBNL

On 8/17/2009 10:02 AM, Nathan Hurt wrote:

HI All,

I am new to administrating RT and I am not sure where to begin
troubleshooting this problem. I have looked at the Wiki and have looked
through the archived rt-users thread. I am currently using RT 3.8.2 on an
Ubuntu server.

Issue:

Users have been granted rights through group membership and then that
group is assigned to a particular queue or queues. I have confirmed that
the users have been explicitly “granted rights” and allowed to “Access RT”
in their user profiles. When they are initially granted rights, they have
access to exactly what I have set for them. They can access queues, see
tickets, comment, move tickets from queue to queue, and so on. The users
leave for the day and attempt to log on the next day only to find out they
do not have the correct permissions any longer. Their interface appears as
if they are a user without rights.

This does not seem to affect all users and it has never affected a
SuperUser. When checking the user’s profile I find that both the “rights”
and “access RT” check boxes are both still checked. Also, the user still
has all their normal group memberships. I do not see any reason why they
should be seeing the “new user” screen. The workaround for me has been to
uncheck the “rights” checkbox, save changes, re-check the “rights”, and
then save changes again. If the user logs out and back in, they will have
the correct rights. Unfortunately, I find they will “lose” their rights
within a day (sometimes this happens within one eight hour shift). I have
been unable to narrow down the cause of this issue beyond what I have
described.

Out of about 100 users, I have had 4 users report this issue. Two users
have this happen repeatedly and it is reported nearly every day. This is
probably more widespread than I know (some users access RT every day, all
day and some almost never).

Please let me know if anyone has an idea of where to start looking for the
problem or if more information is needed.

Thank you,

Nathan Hurt

Barracuda Networks

Check out the Barracuda Spam & Virus Firewall - offering the fastest virus
& malware protection in the industry: Spam, Malware, and Advanced Threat Protection | Barracuda Networks
http://www.barracudanetworks.com/spam

The rt-users Archives
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
mailto:sales@bestpractical.com
Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy
a copy at http://rtbook.bestpractical.com

Check out the Barracuda Spam & Virus Firewall - offering the fastest virus
& malware protection in the industry: Spam, Malware, and Advanced Threat Protection | Barracuda Networks
http://www.barracudanetworks.com/spam

The rt-users Archives
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The rt-users Archives

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

10

I cleared the Mason cache and I will see if the issue occurs again. The user was still experiencing the problem immediately after clearing the cache though (I then assigned him Global User Rights as a workaround – see below).

I have not made any known local modifications to the RT codebase.

For one user, I assigned him rights under Configuration > Global > User Rights and so far this is working as a work-around for him. When he logged in next, he was able to see the permissions assigned to him. If this work-around sticks, then I am thinking the issue must be closely related to either Group Membership or Group Rights for these particular users. I will have to wait and see if he loses his rights again.

This is not an ideal situation as now he has these rights globally (and he should only have rights to specific queues). But, this is a trusted user who also uses RT very frequently so it is acceptable. I am wary to do this for the other user who also experiences this problem regularly.

Thank you all for your help and ideas. If you have any more ideas or if you know of any logs I can look at for clues, I am happy to continue troubleshooting.

Nathan Hurt
Barracuda Networks, Inc.From: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: Tuesday, August 18, 2009 9:13 AM
To: Ken Crocker
Cc: Nathan Hurt; ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

This is certainly a conundrum. The only thing I can think of is that there
is some configuration setting that causes an automatic re-set OR some
setting that removes certain settings when RT is re-started. Something like
that. I have never heard of anything like this on RT for years. Sorry.

Kenn
LBNL

Nathan,

Have you made any local modifications to the RT codebase? Have you
tried clearing your Mason cache and restarting RT?

Cheers,
Ken

11

You might test the mysql database for corruption; maybe something is messed up with the accounts in question.

I think just “mysqlcheck -uroot -p rt3” should do it…From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nathan Hurt
Sent: Tuesday, August 18, 2009 10:23 AM
To: ‘Kenneth Marshall’; ‘Ken Crocker’
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

I cleared the Mason cache and I will see if the issue occurs again. The user was still experiencing the problem immediately after clearing the cache though (I then assigned him Global User Rights as a workaround – see below).

I have not made any known local modifications to the RT codebase.

For one user, I assigned him rights under Configuration > Global > User Rights and so far this is working as a work-around for him. When he logged in next, he was able to see the permissions assigned to him. If this work-around sticks, then I am thinking the issue must be closely related to either Group Membership or Group Rights for these particular users. I will have to wait and see if he loses his rights again.

This is not an ideal situation as now he has these rights globally (and he should only have rights to specific queues). But, this is a trusted user who also uses RT very frequently so it is acceptable. I am wary to do this for the other user who also experiences this problem regularly.

Thank you all for your help and ideas. If you have any more ideas or if you know of any logs I can look at for clues, I am happy to continue troubleshooting.

Nathan Hurt
Barracuda Networks, Inc.

From: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: Tuesday, August 18, 2009 9:13 AM
To: Ken Crocker
Cc: Nathan Hurt; ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

This is certainly a conundrum. The only thing I can think of is that
there is some configuration setting that causes an automatic re-set OR
some setting that removes certain settings when RT is re-started.
Something like that. I have never heard of anything like this on RT for years. Sorry.

Kenn
LBNL

Nathan,

Have you made any local modifications to the RT codebase? Have you tried clearing your Mason cache and restarting RT?

Cheers,
Ken

12

Hi All,

This is an older issue I asked for help on awhile back. It has since been resolved and I wanted to make sure to share my experience with the community.

The issue was users were seemingly losing their rights every night. The issue was user error. They had all navigated to the log in (probably after the first time they ever logged in) and bookmarked that URL. This happened to be the SelfService portal. So, even though they had the correct permissions, they were still limited to the “new user” type permissions by navigating to the selfservice URL.

If they navigated to the regular hostname, they had the correct permissions.

Simple mistake but I found it completely understandable they would bookmark the site in that way.

Nathan Hurt
Barracuda Networks, Inc.
www.barracuda.comFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Nathan Hurt
Sent: Tuesday, August 18, 2009 10:23 AM
To: ‘Kenneth Marshall’; ‘Ken Crocker’
Cc: ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

I cleared the Mason cache and I will see if the issue occurs again. The user was still experiencing the problem immediately after clearing the cache though (I then assigned him Global User Rights as a workaround – see below).

I have not made any known local modifications to the RT codebase.

For one user, I assigned him rights under Configuration > Global > User Rights and so far this is working as a work-around for him. When he logged in next, he was able to see the permissions assigned to him. If this work-around sticks, then I am thinking the issue must be closely related to either Group Membership or Group Rights for these particular users. I will have to wait and see if he loses his rights again.

This is not an ideal situation as now he has these rights globally (and he should only have rights to specific queues). But, this is a trusted user who also uses RT very frequently so it is acceptable. I am wary to do this for the other user who also experiences this problem regularly.

Thank you all for your help and ideas. If you have any more ideas or if you know of any logs I can look at for clues, I am happy to continue troubleshooting.

Nathan Hurt
Barracuda Networks, Inc.

From: Kenneth Marshall [mailto:ktm@rice.edu]
Sent: Tuesday, August 18, 2009 9:13 AM
To: Ken Crocker
Cc: Nathan Hurt; ‘rt-users@lists.bestpractical.com’
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

This is certainly a conundrum. The only thing I can think of is that there
is some configuration setting that causes an automatic re-set OR some
setting that removes certain settings when RT is re-started. Something like
that. I have never heard of anything like this on RT for years. Sorry.

Kenn
LBNL

Nathan,

Have you made any local modifications to the RT codebase? Have you
tried clearing your Mason cache and restarting RT?

Cheers,
Ken