[rt-users] Some users are losing their rights every night

[Nathan Hurt]

Thanks for the quick response.

1. I have granted all rights via the web ui.

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.

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).

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).

5. The database is not backed up -- but you just reminded me to get on that asap :)

Nathan Hurt
Technical Support Engineer
Barracuda Networks, Inc.
www.barracuda.com<http://www.barracuda.com>
(408) 342-5470
________________________________
From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Monday, August 17, 2009 2:12 PM
To: Nathan Hurt
Cc: 'rt-users at lists.bestpractical.com'
Subject: Re: [rt-users] Some users are losing their rights every night

Nathan,

A couple questions first:

 1.  Do you grant all the rights via the WebUI?
 2.  Do you put the Users in a pre-defined group or do you grant them "User" rights to those queues?
 3.  Do you have any nightly "Cron" processes running?
 4.  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.
 5.  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?
Thiese answers should help us de-bug the problem.

Kenn
LBNL

On 8/17/2009 10:02 AM, Nathan Hurt wrote:
HI All,

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.

Issue:
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.

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.

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).

Please let me know if anyone has an idea of where to start looking for the problem or if more information is needed.

Thank you,

Nathan Hurt
Barracuda Networks
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