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Nathan,<br>
<br>
This is certainly a conundrum. The only thing I can think of is that
there is some configuration setting that causes an automatic re-set OR
some setting that removes certain settings when RT is re-started.
Something like that. I have never heard of anything like this on RT for
years. Sorry.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/17/2009 2:00 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;">Kenn,<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;">No. The box is still checked and
I have also confirmed the
group memberships are still in place. It seems like nothing has changed
except
they are seeing the default new user, no rights GUI when they log in.
Of
course, something must be changing somewhere. I just cannot seem to
find it.<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;">Barracuda Networks, Inc.<o:p></o:p></span></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 4:53
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"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">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: <o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><!--[if gte mso 9]><xml>
<u1:shapedefaults u2:ext="edit" spidmax="1026"/>
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<u3:shapelayout u4:ext="edit">
<u3:idmap u4:ext="edit" data="1"/>
</u3:shapelayout>
</xml><![endif]-->Thanks
for the quick response.<u5:p></u5:p></span></font><o:p></o:p></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><u5:p> </u5:p></span></font><o:p></o:p></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.<u5:p></u5:p></span></font><o:p></o:p></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><u5:p> </u5:p></span></font><o:p></o:p></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.<u5:p></u5:p></span></font><o:p></o:p></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><u5:p> </u5:p></span></font><o:p></o:p></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).<u5:p></u5:p></span></font><o:p></o:p></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><u5:p> </u5:p></span></font><o:p></o:p></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).<u5:p></u5:p></span></font><o:p></o:p></p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><u5:p> </u5:p></span></font><o:p></o:p></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><o:p></o:p></p>
<u5:p></u5:p>
<p class="MsoNormal"><font color="navy" face="Arial" size="2"><span
style="font-size: 10pt; color: navy;"><u5:p> </u5:p></span></font><o:p></o:p></p>
<div>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;">Nathan Hurt<u5:p></u5: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, Inc.<u5:p></u5:p><o:p></o:p></span></font></p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><a href="http://www.barracuda.com"
moz-do-not-send="true">www.barracuda.com</a><u5:p></u5:p><o:p></o:p></span></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 moz-do-not-send="true" 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
moz-do-not-send="true" 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><o:p></o:p></p>
</div>
<u5:p></u5:p>
<p class="MsoNormal"><font color="black" face="Arial" size="2"><span
style="font-size: 10pt;"><u5:p> </u5:p><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:<u5:p></u5:p><o:p></o:p></span></font></p>
<ol style="margin-top: 0in;" 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?<u5:p></u5:p><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?<u5:p></u5:p><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?<u5:p></u5:p><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.<u5:p></u5:p><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?<u5:p></u5:p><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: <u5:p></u5:p><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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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><u5:p></u5: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<u5:p></u5:p><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;"><o:p> </o:p></span></font></pre>
<pre style="text-align: center;"><font color="black"
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<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;">_______________________________________________<u5:p></u5:p><o:p></o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;"><a
href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users"
moz-do-not-send="true">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><u5:p></u5:p><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
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<pre><font color="black" face="Courier New" size="2"><span
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<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;">_______________________________________________<o:p></o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;"><a moz-do-not-send="true"
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 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"
href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><o:p></o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;">Commercial support: <a moz-do-not-send="true"
href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><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
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;">Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <o:p></o:p></span></font></pre>
<pre><font color="black" face="Courier New" size="2"><span
style="font-size: 10pt;">Buy a copy at <a moz-do-not-send="true"
href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a><o:p></o:p></span></font></pre>
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