[rt-users] User cannot see the ticket in a particular queue but it has all the rights to do it

Andrea Perotti aperotti at cutaway.it
Wed Dec 14 11:53:20 EST 2011


Hi
	I'm experiencing a weird applicative problem with my RT instance
(3.8.8) running on debian 5.0, db is a MySql 5.5 on another host.

I've added an user to a group, and this group is allowed to see a
specific queue, edit tickets and so on.

Well everybody can do that, except one specific user.

Once added that one in this group, he has been able to see the queue, if
he open a link to a specific ticket he can see it, but a simple search
on that queue show the complete interface, it shows the right numbers of
tickets, but *0 row ticket* are shown... (see jpeg attached)


Checking in the logs I've found something strange :

This is the output when user login (there's a saved search on the user
dashboard) :

[Wed Dec 14 10:21:38 2011] [warning]: DBD::mysql::st execute failed: You
have an error in your SQL syntax; check the manual that corresponds to
your MySQL server version for the right syntax to use near ') ASC,
MIN(main.id) ASC  LIMIT 40' at line 1 at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
[Wed Dec 14 10:21:38 2011] [warning]: RT::Handle=HASH(0xba3d1a8)
couldn't execute the query 'SELECT main.* FROM Tickets main JOIN Groups
Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type
= 'AdminCc' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN Users Users_3  ON
( Users_3.id = CachedGroupMembers_2.MemberId )  WHERE (main.Status !=
'deleted') AND (main.Status != 'resolved' AND main.Status != 'rejected'
AND main.Queue = '93') AND (main.Type = 'ticket') AND (main.EffectiveId
= main.id)  GROUP BY main.id  ORDER BY MIN(Users_3.EmailAddress) ASC,
MAX(main.FinalPriority) DESC, MIN(main.) ASC, MIN(main.id) ASC  LIMIT
40' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xba3d1a8)',
'SELECT main.* FROM Tickets main JOIN Groups Groups_1  ON ( Gr...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 236
        DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa3ec670)')
called at /usr/local/rt/bin/../lib/RT/SearchBuilder.pm line 334
        RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa3ec670)')
called at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2853
        RT::Tickets::_DoSearch('RT::Tickets=HASH(0xa3ec670)') called at
/usr/share/perl5/DBIx/SearchBuilder.pm line 504
        DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xa3ec670)') called
at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2825
        RT::Tickets::Next('RT::Tickets=HASH(0xa3ec670)') called at
/usr/local/rt-3.8.8/share/html/Elements/CollectionList line 124
        HTML::Mason::Commands::__ANON__('hideable', 1, 'Order',
'ASC|DESC|ASC|ASC', 'Query', 'Status != \'resolved\' AND Status !=
\'rejected\' AND Queue =...', 'Rows', 40, 'SearchType', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbfb2d68)',
'hideable', 1, 'Order', 'ASC|DESC|ASC|ASC', 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...', 'Rows', 40,
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, 'hideable', 1, 'Order',
'ASC|DESC|ASC|ASC', 'Query', 'Status != \'resolved\' AND Status !=
\'rejected\' AND Queue =...', 'Rows', ...) called at
/usr/local/rt-3.8.8/share/html/Elements/ShowSearch line 54
        HTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Request.pm line 1351
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1351

HTML::Mason::Request::content('RT::Interface::Web::Request=HASH(0xbb37cd0)')
called at /usr/local/rt-3.8.8/share/html/Widgets/TitleBox line 51
        HTML::Mason::Commands::__ANON__('title', 'c biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', 'titleright_href',
'/Search/Build.html?SavedSearchLoad=RT%3A%3AUser-38157-SavedSe...',
'hideable', ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbfa8d98)',
'title', 'c biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', 'titleright_href',
'/Search/Build.html?SavedSearchLoad=RT%3A%3AUser-38157-SavedSe...', ...)
called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'title', 'c
biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', ...) called at
/usr/local/rt-3.8.8/share/html/Elements/ShowSearch line 55
        HTML::Mason::Commands::__ANON__('SavedSearch',
'RT::User-38157-SavedSearch-9002', 'Override', 'HASH(0x9e1f448)',
'IgnoreMissing', 1) called at /usr/share/perl5/HTML/Mason/Component.pm
line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e25710)',
'SavedSearch', 'RT::User-38157-SavedSearch-9002', 'Override',
'HASH(0x9e1f448)', 'IgnoreMissing', 1) called at
/usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, 'SavedSearch',
'RT::User-38157-SavedSearch-9002', 'Override', 'HASH(0x9e1f448)',
'IgnoreMissing', 1) called at
/usr/local/rt-3.8.8/share/html/Elements/MyRT line 97
        HTML::Mason::Commands::__ANON__('HASH(0x9e1f258)') called at
/usr/local/rt-3.8.8/share/html/Elements/MyRT line 53
        HTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9e1bee8)')
called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef) called at
/usr/local/rt-3.8.8/share/html/index.html line 86
        HTML::Mason::Commands::__ANON__('pass', '******', 'user',
'fvilla') called at /usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb76eaf8)',
'pass', '*******', 'user', 'fvilla') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'pass',
'*********', 'user', 'fvilla') called at
/usr/local/rt/bin/../local/lib/RT/Interface/Web.pm line 320
        RT::Interface::Web::ShowRequestedPage('HASH(0xbb36ed8)') called
at /usr/local/rt/bin/../local/lib/RT/Interface/Web.pm line 224
        RT::Interface::Web::HandleRequest('HASH(0xbb36ed8)') called at
/usr/local/rt-3.8.8/share/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('pass', '*********', 'user',
'fvilla') called at /usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa2a3fc0)',
'pass', '*********', 'user', 'fvilla') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1273
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'pass',
'*********', 'user', 'fvilla') called at
/usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 419

HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0xbb37cd0)') called
at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165

HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0xbb37cd0)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xbb1c630)',
'Apache2::RequestRec=SCALAR(0xbb4b730)') called at
/usr/local/rt/bin/webmux.pl line 78
        eval {...} called at /usr/local/rt/bin/webmux.pl line 78
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbb4b730)')
called at -e line 0
        eval {...} called at -e line 0 (/usr/share/perl/5.10/Carp.pm:47)


And this is the error when is executed the search (show all ticket in
the queue)

[Wed Dec 14 16:38:34 2011] [warning]: DBD::mysql::st execute failed: You
have an error in your SQL syntax; check the manual that corresponds to
your MySQL server version for the right syntax to use near ') ASC,
MIN(main.id) ASC  LIMIT 100' at line 1 at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
[Wed Dec 14 16:38:34 2011] [warning]: RT::Handle=HASH(0xba3d1a8)
couldn't execute the query 'SELECT main.* FROM Tickets main JOIN Groups
Groups_1  ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type
= 'AdminCc' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN
CachedGroupMembers CachedGroupMembers_2  ON (
CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN Users Users_3  ON
( Users_3.id = CachedGroupMembers_2.MemberId )  WHERE (main.Status !=
'deleted') AND (main.Status != 'resolved' AND main.Status != 'rejected'
AND main.Queue = '93') AND (main.Type = 'ticket') AND (main.EffectiveId
= main.id)  GROUP BY main.id  ORDER BY MIN(Users_3.EmailAddress) ASC,
MAX(main.FinalPriority) DESC, MIN(main.) ASC, MIN(main.id) ASC  LIMIT
100' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522

DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xba3d1a8)',
'SELECT main.* FROM Tickets main JOIN Groups Groups_1  ON ( Gr...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 236
        DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xab957c0)')
called at /usr/local/rt/bin/../lib/RT/SearchBuilder.pm line 334
        RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xab957c0)')
called at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2853
        RT::Tickets::_DoSearch('RT::Tickets=HASH(0xab957c0)') called at
/usr/share/perl5/DBIx/SearchBuilder.pm line 504
        DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xab957c0)') called
at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2825
        RT::Tickets::Next('RT::Tickets=HASH(0xab957c0)') called at
/usr/local/rt-3.8.8/share/html/Elements/CollectionList line 124
        HTML::Mason::Commands::__ANON__('Query', 'Status != \'resolved\'
AND Status != \'rejected\' AND Queue =...', 'AllowSorting', 1,
'OrderBy', 'AdminCc.EmailAddress|FinalPriority||id', 'Order',
'ASC|DESC|ASC|ASC', 'Rows', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9dfb7b0)',
'Query', 'Status != \'resolved\' AND Status != \'rejected\' AND Queue
=...', 'AllowSorting', 1, 'OrderBy',
'AdminCc.EmailAddress|FinalPriority||id', 'Order', 'ASC|DESC|ASC|ASC',
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...', 'AllowSorting',
1, 'OrderBy', 'AdminCc.EmailAddress|FinalPriority||id', 'Order', ...)
called at /usr/local/rt-3.8.8/share/html/Search/Results.html line 63
        HTML::Mason::Commands::__ANON__('Order', 'ASC|DESC|ASC|ASC',
'SavedSearchId', 'RT::User-38157-SavedSearch-9002', 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...',
'SavedChartSearchId', 'new', 'OrderBy', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb1e3a0)',
'Order', 'ASC|DESC|ASC|ASC', 'SavedSearchId',
'RT::User-38157-SavedSearch-9002', 'Query', 'Status != \'resolved\' AND
Status != \'rejected\' AND Queue =...', 'SavedChartSearchId', 'new',
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'Order',
'ASC|DESC|ASC|ASC', 'SavedSearchId', 'RT::User-38157-SavedSearch-9002',
'Query', 'Status != \'resolved\' AND Status != \'rejected\' AND Queue
=...', ...) called at /usr/local/rt/bin/../local/lib/RT/Interface/Web.pm
line 320
        RT::Interface::Web::ShowRequestedPage('HASH(0x9f15b78)') called
at /usr/local/rt/bin/../local/lib/RT/Interface/Web.pm line 224
        RT::Interface::Web::HandleRequest('HASH(0x9f15b78)') called at
/usr/local/rt-3.8.8/share/html/autohandler line 53
        HTML::Mason::Commands::__ANON__('Order', 'ASC|DESC|ASC|ASC',
'SavedSearchId', 'RT::User-38157-SavedSearch-9002', 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...',
'SavedChartSearchId', 'new', 'OrderBy', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbc0d5a8)',
'Order', 'ASC|DESC|ASC|ASC', 'SavedSearchId',
'RT::User-38157-SavedSearch-9002', 'Query', 'Status != \'resolved\' AND
Status != \'rejected\' AND Queue =...', 'SavedChartSearchId', 'new',
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1273
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
        HTML::Mason::Request::comp(undef, undef, undef, 'Order',
'ASC|DESC|ASC|ASC', 'SavedSearchId', 'RT::User-38157-SavedSearch-9002',
'Query', 'Status != \'resolved\' AND Status != \'rejected\' AND Queue
=...', ...) called at /usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 467
        eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line 419

HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x9f233a0)') called
at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165

HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x9f233a0)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831

HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xbb1c630)',
'Apache2::RequestRec=SCALAR(0x9f213a0)') called at
/usr/local/rt/bin/webmux.pl line 78
        eval {...} called at /usr/local/rt/bin/webmux.pl line 78
        RT::Mason::handler('Apache2::RequestRec=SCALAR(0x9f213a0)')
called at -e line 0
        eval {...} called at -e line 0 (/usr/share/perl/5.10/Carp.pm:47)



Do you have any idea of what could be the problem?

No other user added in this group experience these problems.


thank you for the help or hints you could give me


cheers

-- 
Andrea Perotti
System Administrator



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