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

Tue Aug 18 09:13:25 EDT 2009

On Mon, Aug 17, 2009 at 02:38:59PM -0700, Ken Crocker wrote:
> 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
>
Nathan,

Have you made any local modifications to the RT codebase? Have you
tried clearing your Mason cache and restarting RT?

Cheers,
Ken

> 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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>>    
>>
>> ------------------------------------------------------------------------
>>
>>
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