<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
<html>
<head>
<meta content="text/html;charset=ISO-8859-1" http-equiv="Content-Type">
</head>
<body bgcolor="#ffffff" text="#000000">
Nathan,<br>
<br>
A couple questions first:<br>
<br>
<ol>
<li>Do you grant all the rights via the WebUI?</li>
<li>Do you put the Users in a pre-defined group or do you grant them
"User" rights to those queues?</li>
<li>Do you have any nightly "Cron" processes running?</li>
<li>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.<br>
</li>
<li>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?</li>
</ol>
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:
<blockquote
cite="mid:46EAEF5ECD04FA49B3295EC7FFE30EB506603BAC@bn-scl-be01.Cudanet.local"
type="cite">
<meta http-equiv="Content-Type" content="text/html; ">
<meta name="Generator" content="Microsoft Word 11 (filtered medium)">
<style>
<!--
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:10.0pt;
font-family:Arial;}
a:link, span.MsoHyperlink
{color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:Arial;
color:windowtext;}
@page Section1
{size:8.5in 11.0in;
margin:1.8in 1.25in 1.0in 1.25in;}
div.Section1
{page:Section1;}
-->
</style>
<div class="Section1">
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">HI
All,<o:p></o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">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 face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">Issue:
<o:p></o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">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 face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">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 face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">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 face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">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 face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">Thank
you,<o:p></o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">Nathan
Hurt<o:p></o:p></span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span
style="font-size: 10pt;">Barracuda
Networks</span><o:p></o:p></font></p>
</div>
<div>
---------------------------------- <br>
Check out the Barracuda Spam & Virus Firewall - offering the
fastest
virus & malware protection in the industry:
<a class="moz-txt-link-abbreviated" href="http://www.barracudanetworks.com/spam">www.barracudanetworks.com/spam</a>
</div>
<pre wrap="">
<hr size="4" width="90%">
_______________________________________________
<a class="moz-txt-link-freetext" href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a>
Community help: <a class="moz-txt-link-freetext" href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a>
Commercial support: <a class="moz-txt-link-abbreviated" href="mailto:sales@bestpractical.com">sales@bestpractical.com</a>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at <a class="moz-txt-link-freetext" href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a></pre>
</blockquote>
</body>
</html>