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

Mon Aug 17 17:38:59 EDT 2009

Nathan,

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.

Kenn
LBNL

On 8/17/2009 2:00 PM, Nathan Hurt wrote:
>
> Kenn,
>
>  
>
> 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.
>
>  
>
> Nathan Hurt
>
> Barracuda Networks, Inc.
>
> ------------------------------------------------------------------------
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Monday, August 17, 2009 4:53 PM
> *To:* Nathan Hurt
> *Cc:* 'rt-users at lists.bestpractical.com'
> *Subject:* Re: [rt-users] Some users are losing their rights every night
>
>  
>
> Nathan,
>
> 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?
>
> Kenn
> LBNL
>
> On 8/17/2009 12:28 PM, Nathan Hurt wrote:
>
> 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 J
>
>  
>
> Nathan Hurt
>
> Barracuda Networks, Inc.
>
> www.barracuda.com <http://www.barracuda.com>
>
> ------------------------------------------------------------------------
>
> *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 
> <mailto: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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