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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'>HI
All,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 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. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'>Issue:
<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 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.
<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 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).<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 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. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'>Thank
you,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'>Nathan
Hurt<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt'>Barracuda
Networks</span><o:p></o:p></font></p>
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