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<p class=MsoNormal>Hello,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>We have had a couple queues that have been setup and working
fine for a while now, however after the upgrade to 3.8.1 we have ran into an
issue. Anyone can open a ticket in the queue via email, however once they
have opened the ticket they cannot reply to the ticket. The permissions
on the queue are setup as follows:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>System Groups:<o:p></o:p></p>
<p class=MsoNormal> Unprivileged: none<o:p></o:p></p>
<p class=MsoNormal> Privileged: none<o:p></o:p></p>
<p class=MsoNormal> Everyone: Create Ticket<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Roles:<o:p></o:p></p>
<p class=MsoNormal>Requestor: ReplyToTicket, ShowTicket<o:p></o:p></p>
<p class=MsoNormal>Owner: AssignCustomFields, CommentOnTicket, ModifyACL, ModifyQueueWatchers,
ModifyTicket, ReplyToTicket, SeeQueue, ShowACL, ShowOutgoingEmail, ShowScrips,
ShowTemplate, ShowTicket, ShowTicketComments, Watch, WatchAsAdminCc<o:p></o:p></p>
<p class=MsoNormal>AdminCC: has the same permissions as Owner<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Then we have our own User Defined Groups however that
shouldn’t play a role in this as the user that created the ticket is
unprivileged.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>If I modified the Everyone Permissions to include
ReplyToTicket then the user that created the ticket can reply to the ticket
without issue.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Under the People portion of the Ticket information it does
correctly list the user that created the ticket as the Requestor.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The email that is given back to the user is the following:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Message not recorded: RE: [Data393 #4554] Testing,
permission denied.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>From the rt.log:<o:p></o:p></p>
<p class=MsoNormal>[Wed Sep 3 21:51:52 2008] [crit]: Permission Denied
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)<o:p></o:p></p>
<p class=MsoNormal>[Wed Sep 3 21:51:52 2008] [error]: Could not record
email: Message not recorded: Permission Denied (/opt/rt3/share/html/REST/1.0/No<o:p></o:p></p>
<p class=MsoNormal>Auth/mail-gateway:75)<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>One other thing I am getting a bunch of errors in the log
file:<o:p></o:p></p>
<p class=MsoNormal>[Thu Sep 4 13:28:32 2008] [warning]:
RT::Handle=HASH(0xbae51be0) couldn't execute the query 'SELECT ACL.id FROM ACL,
Groups, Princi<o:p></o:p></p>
<p class=MsoNormal>pals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser'
OR ACL.RightName = 'CreateTicket') AND Principals.Disabled = 0 AND Cache<o:p></o:p></p>
<p class=MsoNormal>dGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND
Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembe<o:p></o:p></p>
<p class=MsoNormal>rs.GroupId AND CachedGroupMembers.MemberId = 5000 AND
ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND
ACL.O<o:p></o:p></p>
<p class=MsoNormal>bjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND
ACL.ObjectId = 6)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance =
'1'<o:p></o:p></p>
<p class=MsoNormal> LIMIT 1' at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm
line 518<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Which as I understand means I need to run the mysql schema
script. The output of that script is as follows:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>Use of uninitialized value in numeric gt (>) at
schema.mysql-4.0-4.1.pl line 311.<o:p></o:p></p>
<p class=MsoNormal>ALTER DATABASE rt DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ACL DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Attachments DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Attachments MODIFY Content CHAR NULL DEFAULT
NULL;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Attributes DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Attributes MODIFY Content CHAR NULL DEFAULT
NULL;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE CustomFields DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE CustomFieldValues DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE GroupMembers DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Groups DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Links DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ObjectCustomFields DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ObjectCustomFieldValues DEFAULT CHARACTER SET
utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ObjectCustomFieldValues MODIFY LargeContent CHAR
NULL DEFAULT NULL;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Principals DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Queues DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ScripActions DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ScripActions MODIFY Argument CHAR NULL DEFAULT
NULL;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ScripConditions DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE ScripConditions MODIFY Argument CHAR NULL
DEFAULT NULL;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Scrips DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE sessions DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE sessions MODIFY id CHAR NOT NULL DEFAULT '';<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE sessions MODIFY a_session CHAR NULL DEFAULT
NULL;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Templates DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Tickets DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Transactions DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Users DEFAULT CHARACTER SET utf8;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Users MODIFY PGPKey CHAR NULL DEFAULT NULL;<o:p></o:p></p>
<p class=MsoNormal>ALTER TABLE Users MODIFY Password CHAR NULL DEFAULT NULL;<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>If I run the script against the MYSQL database I get the
following mysql error:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>ERROR 1062 (23000) at line 23: Duplicate entry 'd' for key 1<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>If I remove this line: ALTER TABLE sessions MODIFY id CHAR
NOT NULL DEFAULT ''; the error goes away.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The problem then is that RT is essentially broke and the
only thing that shows up in the log is:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>[Thu Sep 4 15:37:33 2008] [error]: Deserialization of
attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235)<o:p></o:p></p>
<p class=MsoNormal>[Thu Sep 4 15:37:33 2008] [error]: Deserialization of
attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235)<o:p></o:p></p>
<p class=MsoNormal>[Thu Sep 4 15:37:33 2008] [error]: Deserialization of
attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235)<o:p></o:p></p>
<p class=MsoNormal>[Thu Sep 4 15:37:33 2008] [error]: Deserialization of
attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235)<o:p></o:p></p>
<p class=MsoNormal>[Thu Sep 4 15:37:33 2008] [error]: Deserialization of
attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235)<o:p></o:p></p>
<p class=MsoNormal>[Thu Sep 4 15:37:33 2008] [error]: Deserialization of
attribute 144 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235)<o:p></o:p></p>
<p class=MsoNormal>[Thu Sep 4 15:37:33 2008] [error]: Deserialization of
attribute 31 failed (/opt/rt3/bin/../lib/RT/Attribute_Overlay.pm:235)<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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<p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><b><span
style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'>Kris
Lindgren </span></b><span style='font-size:9.0pt;font-family:"Arial","sans-serif";
color:black'>| Systems Engineer<o:p></o:p></span></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><a
href="http://www.data393.com/" target="_blank"><span style='font-size:9.0pt;
font-family:"Arial","sans-serif";color:#109BFF;text-decoration:none'><img
border=0 width=115 height=20 id="Picture_x0020_2"
src="cid:image001.gif@01C90E78.1160F100"
alt="http://www.data393.com/images/logos/data393_logo.gif"></span></a><span
style='font-size:9.0pt;font-family:"Arial","sans-serif";color:black'><o:p></o:p></span></p>
<p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span
style='font-size:8.5pt;font-family:"Arial","sans-serif";color:black'>Office –
1.303.268.1522<br>
Email – Kris.Lindgren@data393.com<o:p></o:p></span></p>
<p class=MsoNormal><o:p> </o:p></p>
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