Unwanted extra Requestor added

RT Users
1

Hi all,

RT: 4.0.5

When a new ticket is created by a privileged user via “…/rt/Ticket/Create.html” we’re getting an unwanted second requestor automatically added to the ticket. This is happening in all queues and its always the same extra user added as second Requestor.

But this isn’t happening when the ticket is created via “…/rt/SelfService/Create.html”

The queues don’t have any custom scrips and the Create.html isn’t modified - so far can’t determine why this is happening.

Any help appreciated.

David T. Grayston Systems & Database Administrator
University of Washington School of Public Health

2

Aaron,

No cc’s or other watchers are part of the queue or manually added to the ticket during the requests - I’ve tested this issue myself and duplicated (and I have ‘do anything’ perms).

Odd that it doesn’t happen from the selfservice/create form only from the RT admin interface for creating a new ticket.

As a workaround I’ve just been going in and manually removing the extra Requestor from each new ticket. Luckily the unwanted extra Requestor is a testing account that only I have access to…but its still a pain.

I was thinking it could be some corruption in the database - where the account is set as a requestor on the queue but its not showing in the admin ui? But that should mean it would happen regardless of how the ticket was created.

David

David T. Grayston Systems & Database Administrator
University of Washington School of Public HealthFrom: Sampson, Aaron [mailto:Sampson@p2sol.com]
Sent: Wednesday, June 27, 2012 10:38 AM
To: David T. Grayston
Subject: RE: Unwanted extra Requestor added

David,

Is the original requestor CC’ing anyone when sending in the ticket? Since RT takes the e-mail to create the requestor maybe it is seeing the additional e-mail addresses and creating multiple requestors that way.

Another thing that I just thought of (not sure if it will help) but you can add a watcher to the ticket or queue and change the type of watcher (i.e. Requestor, admin, cc) might want to look into whether or not this is set or something in your permission’s has set something like this to auto add an additional requestor.

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of David T. Grayston
Sent: Wednesday, June 27, 2012 8:54 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Unwanted extra Requestor added

Hi all,

RT: 4.0.5

When a new ticket is created by a privileged user via “…/rt/Ticket/Create.html” we’re getting an unwanted second requestor automatically added to the ticket. This is happening in all queues and its always the same extra user added as second Requestor.

But this isn’t happening when the ticket is created via “…/rt/SelfService/Create.html”

The queues don’t have any custom scrips and the Create.html isn’t modified - so far can’t determine why this is happening.

Any help appreciated.

David T. Grayston Systems & Database Administrator
University of Washington School of Public Health

3

Hi,

The only idea is a customization. Either a scrip or customization to
web interface.What do you see in the history of the ticket?On Wed, Jun 27, 2012 at 9:02 PM, David T. Grayston davidtg@u.washington.edu wrote:

Aaron,

No cc’s or other watchers are part of the queue or manually added to the
ticket during the requests – I’ve tested this issue myself and duplicated
(and I have ‘do anything’ perms).

Odd that it doesn’t happen from the selfservice/create form only from the RT
admin interface for creating a new ticket.

As a workaround I’ve just been going in and manually removing the extra
Requestor from each new ticket. Luckily the unwanted extra Requestor is a
testing account that only I have access to…but its still a pain.

I was thinking it could be some corruption in the database – where the
account is set as a requestor on the queue but its not showing in the admin
ui? But that should mean it would happen regardless of how the ticket was
created.

David

David T. Grayston Systems & Database Administrator

University of Washington School of Public Health

From: Sampson, Aaron [mailto:Sampson@p2sol.com]
Sent: Wednesday, June 27, 2012 10:38 AM
To: David T. Grayston
Subject: RE: Unwanted extra Requestor added

David,

Is the original requestor CC’ing anyone when sending in the ticket? Since RT
takes the e-mail to create the requestor maybe it is seeing the additional
e-mail addresses and creating multiple requestors that way.

Another thing that I just thought of (not sure if it will help) but you can
add a watcher to the ticket or queue and change the type of watcher (i.e.
Requestor, admin, cc) might want to look into whether or not this is set or
something in your permission’s has set something like this to auto add an
additional requestor.

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of David T.
Grayston
Sent: Wednesday, June 27, 2012 8:54 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Unwanted extra Requestor added

Hi all,

RT: 4.0.5

When a new ticket is created by a privileged user via
“…/rt/Ticket/Create.html” we’re getting an unwanted second requestor
automatically added to the ticket. This is happening in all queues and its
always the same extra user added as second Requestor.

But this isn’t happening when the ticket is created via
“…/rt/SelfService/Create.html”

The queues don’t have any custom scrips and the Create.html isn’t modified -
so far can’t determine why this is happening.

Any help appreciated.

David T. Grayston Systems & Database Administrator

University of Washington School of Public Health

Best regards, Ruslan.

4

The ticket history didn’t show anything other than the new ticket being created and it having two Requestors. I’d be the only one to have added a customization and nothing to make this happen was coded.

I’ve suppressed the issue by disabling the account that was getting added.

Unfortunately I got a similar issue in another queue where a group is being added as AdminCc on each ticket created even though they aren’t set on the queue to be AdminCc currently but its possible they were set to be AdminCc on the queue at somepoint but latter removed as AdminCc.

Again I could suppress this issue by disabling the group in question.

Feels like a bit of a database corruption but all seem to be working fine otherwise.

David T. Grayston Systems & Database Administrator
University of Washington School of Public Health

5

David,

Is it the same person being added in all cases? If so, have you looked that
person up and determined what group memberships are there?

Also, unless there is some sort of scrip adding a CC or AdminCc via either
a global scrip or a Queue-based scrip, this seems impossible.

Database corruption would only involve a “past” problem, not a continuing
problem. A continuing problems points to a scrip, like Ruslan said.

If you can turn on the detail logs of a “dev” environment and try to
duplicate the problem (load the Production system and configuration into
that environment) and then look at the logs. That would give an indication
of what RT is doing. Without that log, it will be difficult to find the
problem other than hunting and pecking and getting lucky.

I still think Ruslan is right about a scrip somewhere.

KennOn Tue, Jul 3, 2012 at 11:17 AM, David T. Grayston <davidtg@u.washington.edu wrote:

The ticket history didn’t show anything other than the new ticket being
created and it having two Requestors. I’d be the only one to have added a
customization and nothing to make this happen was coded.

I’ve suppressed the issue by disabling the account that was getting added.

Unfortunately I got a similar issue in another queue where a group is
being added as AdminCc on each ticket created even though they aren’t set
on the queue to be AdminCc currently but its possible they were set to be
AdminCc on the queue at somepoint but latter removed as AdminCc.

Again I could suppress this issue by disabling the group in question.

Feels like a bit of a database corruption but all seem to be working fine
otherwise.

David T. Grayston Systems & Database Administrator
University of Washington School of Public Health

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Tuesday, July 03, 2012 9:17 AM
To: David T. Grayston
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unwanted extra Requestor added

Hi,

The only idea is a customization. Either a scrip or customization to web
interface.What do you see in the history of the ticket?

On Wed, Jun 27, 2012 at 9:02 PM, David T. Grayston davidtg@u.washington.edu wrote:

Aaron,

No cc’s or other watchers are part of the queue or manually added to
the ticket during the requests – I’ve tested this issue myself and
duplicated (and I have ‘do anything’ perms).

Odd that it doesn’t happen from the selfservice/create form only from
the RT admin interface for creating a new ticket.

As a workaround I’ve just been going in and manually removing the
extra Requestor from each new ticket. Luckily the unwanted extra
Requestor is a testing account that only I have access to…but its
still a pain.

I was thinking it could be some corruption in the database – where the
account is set as a requestor on the queue but its not showing in the
admin ui? But that should mean it would happen regardless of how the
ticket was created.

David

David T. Grayston Systems & Database Administrator

University of Washington School of Public Health

From: Sampson, Aaron [mailto:Sampson@p2sol.com]
Sent: Wednesday, June 27, 2012 10:38 AM
To: David T. Grayston
Subject: RE: Unwanted extra Requestor added

David,

Is the original requestor CC’ing anyone when sending in the ticket?
Since RT takes the e-mail to create the requestor maybe it is seeing
the additional e-mail addresses and creating multiple requestors that
way.

Another thing that I just thought of (not sure if it will help) but
you can add a watcher to the ticket or queue and change the type of
watcher (i.e.
Requestor, admin, cc) might want to look into whether or not this is
set or something in your permission’s has set something like this to
auto add an additional requestor.

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of David
T.
Grayston
Sent: Wednesday, June 27, 2012 8:54 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Unwanted extra Requestor added

Hi all,

RT: 4.0.5

When a new ticket is created by a privileged user via
“…/rt/Ticket/Create.html” we’re getting an unwanted second requestor
automatically added to the ticket. This is happening in all queues and
its always the same extra user added as second Requestor.

But this isn’t happening when the ticket is created via
“…/rt/SelfService/Create.html”

The queues don’t have any custom scrips and the Create.html isn’t
modified - so far can’t determine why this is happening.

Any help appreciated.

David T. Grayston Systems & Database Administrator

University of Washington School of Public Health

–
Best regards, Ruslan.