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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'>Thanks for the quick response.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'>1. I have granted all rights via the web ui.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'>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).<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'>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).<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'>5. The database is not backed up -- but you just reminded me
to get on that asap </span></font><font color=navy face=Wingdings><span
style='font-family:Wingdings;color:navy'>J</span></font><font color=navy><span
style='color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;color:navy'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Nathan Hurt<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Technical Support Engineer<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Barracuda Networks, Inc.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><a href="http://www.barracuda.com">www.barracuda.com</a><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>(408) 342-5470</span><o:p></o:p></font></p>
</div>
<div>
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color=black face="Times New Roman"><span style='font-size:12.0pt;font-family:
"Times New Roman";color:windowtext'>
<hr size=2 width="100%" align=center tabindex=-1>
</span></font></div>
<p class=MsoNormal><b><font size=2 color=black face=Tahoma><span
style='font-size:10.0pt;font-family:Tahoma;color:windowtext;font-weight:bold'>From:</span></font></b><font
color=black face=Tahoma><span style='font-family:Tahoma;color:windowtext'> Ken
Crocker [mailto:kfcrocker@lbl.gov] <br>
<b><span style='font-weight:bold'>Sent:</span></b> Monday, August 17, 2009 2:12
PM<br>
<b><span style='font-weight:bold'>To:</span></b> Nathan Hurt<br>
<b><span style='font-weight:bold'>Cc:</span></b>
'rt-users@lists.bestpractical.com'<br>
<b><span style='font-weight:bold'>Subject:</span></b> Re: [rt-users] Some users
are losing their rights every night</span></font><font size=3 color=black
face="Times New Roman"><span style='font-size:12.0pt;font-family:"Times New Roman";
color:windowtext'><o:p></o:p></span></font></p>
</div>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal style='margin-bottom:12.0pt'><font size=2 color=black
face=Arial><span style='font-size:10.0pt'>Nathan,<br>
<br>
A couple questions first:<o:p></o:p></span></font></p>
<ol start=1 type=1>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l0 level1 lfo1'><font size=2 color=black face=Arial><span
style='font-size:10.0pt'>Do you grant all the rights via the WebUI?<o:p></o:p></span></font></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l0 level1 lfo1'><font size=2 color=black face=Arial><span
style='font-size:10.0pt'>Do you put the Users in a pre-defined group or do
you grant them "User" rights to those queues?<o:p></o:p></span></font></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l0 level1 lfo1'><font size=2 color=black face=Arial><span
style='font-size:10.0pt'>Do you have any nightly "Cron"
processes running?<o:p></o:p></span></font></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l0 level1 lfo1'><font size=2 color=black face=Arial><span
style='font-size:10.0pt'>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.<o:p></o:p></span></font></li>
<li class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;
mso-list:l0 level1 lfo1'><font size=2 color=black face=Arial><span
style='font-size:10.0pt'>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?<o:p></o:p></span></font></li>
</ol>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Thiese answers should help us de-bug the problem.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/17/2009 10:02 AM, Nathan Hurt wrote: <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>HI All,<u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>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. <u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Issue: <u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>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.<u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>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. <u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>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).<u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Please let me know if anyone has an idea of where to start looking for
the problem or if more information is needed. <u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Thank you,<u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Nathan Hurt<u1:p></u1:p><o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=black face=Arial><span style='font-size:
10.0pt'>Barracuda Networks<o:p></o:p></span><u1:p></u1:p></font></p>
<div>
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<pre wrap=""><font size=2 color=black face="Courier New"><span
style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre
style='text-align:center'><font size=2 color=black face="Courier New"><span
style='font-size:10.0pt'>
<hr size=4 width="90%" align=center>
</span></font></pre><pre><font size=2 color=black face="Courier New"><span
style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'>_______________________________________________<o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'><a
href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'>Community help: <a
href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'>Commercial support: <a
href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'><o:p> </o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <o:p></o:p></span></font></pre><pre><font
size=2 color=black face="Courier New"><span style='font-size:10.0pt'>Buy a copy at <a
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