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Nathan,<br>
<br>
I understand your confusion. This is a tough one. I have another
question. When the Users lose their rights, does the bottom box (making
them privileged) on the User's profile get unchecked?<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/17/2009 12:28 PM, Nathan Hurt wrote:
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<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;">Thanks for the quick response.<o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;">1. I have granted all rights via
the web ui.<o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; 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 color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; 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 color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; 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 color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><o:p> </o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; 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 color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><o:p> </o:p></span></font></p>
<div>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Nathan Hurt<o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Technical Support Engineer<o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Barracuda Networks, Inc.<o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><a moz-do-not-send="true"
href="http://www.barracuda.com">www.barracuda.com</a><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">(408) 342-5470</span><o:p></o:p></font></p>
</div>
<div>
<div class="MsoNormal" style="text-align: center;" align="center"><font
color="black" face="Times New Roman" size="3"><span
style="font-size: 12pt; font-family: "Times New Roman"; color: windowtext;">
<hr tabindex="-1" align="center" size="2" width="100%"></span></font></div>
<p class="MsoNormal"><b><font color="black" face="Tahoma" size="2"><span
style="font-size: 10pt; 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 [<a class="moz-txt-link-freetext" href="mailto:kfcrocker@lbl.gov">mailto:kfcrocker@lbl.gov</a>] <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>
'<a class="moz-txt-link-abbreviated" href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>'<br>
<b><span style="font-weight: bold;">Subject:</span></b> Re:
[rt-users] Some users
are losing their rights every night</span></font><font color="black"
face="Times New Roman" size="3"><span
style="font-size: 12pt; font-family: "Times New Roman"; color: windowtext;"><o:p></o:p></span></font></p>
</div>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></p>
<p class="MsoNormal" style="margin-bottom: 12pt;"><font color="black"
face="Arial" size="2"><span style="font-size: 10pt;">Nathan,<br>
<br>
A couple questions first:<o:p></o:p></span></font></p>
<ol start="1" type="1">
<li class="MsoNormal" style=""><font color="black" face="Arial"
size="2"><span style="font-size: 10pt;">Do you grant all the rights
via the WebUI?<o:p></o:p></span></font></li>
<li class="MsoNormal" style=""><font color="black" face="Arial"
size="2"><span style="font-size: 10pt;">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=""><font color="black" face="Arial"
size="2"><span style="font-size: 10pt;">Do you have any nightly "Cron"
processes running?<o:p></o:p></span></font></li>
<li class="MsoNormal" style=""><font color="black" face="Arial"
size="2"><span style="font-size: 10pt;">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=""><font color="black" face="Arial"
size="2"><span style="font-size: 10pt;">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 color="black" face="Arial" size="2"><span
style="font-size: 10pt;">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 color="black" face="Arial" size="2"><span
style="font-size: 10pt;">HI All,<u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" 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. <u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Issue: <u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" 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.<u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" 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. <u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" 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).<u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" 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. <u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Thank you,<u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u1:p> </u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Nathan Hurt<u1:p></u1:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Barracuda Networks<o:p></o:p></span><u1:p></u1:p></font></p>
<div>
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<pre style="text-align: center;"><font color="black"
face="Courier New" size="2"><span style="font-size: 10pt;">
<hr align="center" size="4" width="90%">
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<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;">_______________________________________________<o:p></o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
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<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;">Community help: <a moz-do-not-send="true"
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<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;"><o:p> </o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
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