[rt-users] Unwanted extra Requestor added

[Kenneth Crocker]

David,

Is it the same person being added in all cases? If so, have you looked that
person up and determined what group memberships are there?

Also, unless there is some sort of scrip adding a CC or AdminCc via either
a global scrip or a Queue-based scrip, this seems impossible.

Database corruption would only involve a "past" problem, not a continuing
problem. A continuing problems points to a scrip, like Ruslan said.

If you can turn on the detail logs of a "dev" environment and try to
duplicate the problem (load the Production system and configuration into
that environment) and then look at the logs. That would give an indication
of what RT is doing. Without that log, it will be difficult to find the
problem other than hunting and pecking and getting lucky.

I still think Ruslan is right about a scrip somewhere.

Kenn

On Tue, Jul 3, 2012 at 11:17 AM, David T. Grayston <davidtg at u.washington.edu
> wrote:

> The ticket history didn't show anything other than the new ticket being
> created and it having two Requestors. I'd be the only one to have added a
> customization and nothing to make this happen was coded.
>
> I've suppressed the issue by disabling the account that was getting added.
>
> Unfortunately I got a similar issue in another queue where a group is
> being added as AdminCc on each ticket created even though they aren't set
> on the queue to be AdminCc currently but its possible they were set to be
> AdminCc on the queue at somepoint but latter removed as AdminCc.
>
> Again I could suppress this issue by disabling the group in question.
>
> Feels like a bit of a database corruption but all seem to be working fine
> otherwise.
>
> ------------------------------------------------------------------
> David T. Grayston     Systems & Database Administrator
> University of Washington   School of Public Health
>
>
> > -----Original Message-----
> > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
> > Behalf Of Ruslan Zakirov
> > Sent: Tuesday, July 03, 2012 9:17 AM
> > To: David T. Grayston
> > Cc: rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Unwanted extra Requestor added
> >
> > Hi,
> >
> > The only idea is a customization. Either a scrip or customization to web
> > interface.What do you see in the history of the ticket?
> >
> > On Wed, Jun 27, 2012 at 9:02 PM, David T. Grayston
> > <davidtg at u.washington.edu> wrote:
> > > Aaron,
> > >
> > >
> > >
> > > No cc’s or other watchers are part of the queue or manually added to
> > > the ticket during the requests – I’ve tested this issue myself and
> > > duplicated (and I have ‘do anything’ perms).
> > >
> > >
> > >
> > > Odd that it doesn’t happen from the selfservice/create form only from
> > > the RT admin interface for creating a new ticket.
> > >
> > >
> > >
> > > As a workaround I’ve just been going in and manually removing the
> > > extra Requestor from each new ticket. Luckily the unwanted extra
> > > Requestor is a testing account that only I have access to…but its
> still a pain.
> > >
> > >
> > >
> > > I was thinking it could be some corruption in the database – where the
> > > account is set as a requestor on the queue but its not showing in the
> > > admin ui? But that should mean it would happen regardless of how the
> > > ticket was created.
> > >
> > >
> > >
> > > David
> > >
> > >
> > >
> > > ------------------------------------------------------------------
> > > David T. Grayston     Systems & Database Administrator
> > >
> > > University of Washington   School of Public Health
> > >
> > >
> > >
> > > From: Sampson, Aaron [mailto:Sampson at p2sol.com]
> > > Sent: Wednesday, June 27, 2012 10:38 AM
> > > To: David T. Grayston
> > > Subject: RE: Unwanted extra Requestor added
> > >
> > >
> > >
> > > David,
> > >
> > >
> > >
> > > Is the original requestor CC’ing anyone when sending in the ticket?
> > > Since RT takes the e-mail to create the requestor maybe it is seeing
> > > the additional e-mail addresses and creating multiple requestors that
> way.
> > >
> > >
> > >
> > > Another thing that I just thought of (not sure if it will help) but
> > > you can add a watcher to the ticket or queue and change the type of
> > watcher (i.e.
> > > Requestor, admin, cc) might want to look into whether or not this is
> > > set or something in your permission’s has set something like this to
> > > auto add an additional requestor.
> > >
> > >
> > >
> > > From: rt-users-bounces at lists.bestpractical.com
> > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of David
> T.
> > > Grayston
> > > Sent: Wednesday, June 27, 2012 8:54 AM
> > > To: rt-users at lists.bestpractical.com
> > > Subject: [rt-users] Unwanted extra Requestor added
> > >
> > >
> > >
> > > Hi all,
> > >
> > >
> > >
> > > RT: 4.0.5
> > >
> > >
> > >
> > > When a new ticket is created by a privileged user via
> > > “../rt/Ticket/Create.html” we’re getting an unwanted second requestor
> > > automatically added to the ticket. This is happening in all queues and
> > > its always the same extra user added as second Requestor.
> > >
> > >
> > >
> > > But this isn’t happening when the ticket is created via
> > > “../rt/SelfService/Create.html”
> > >
> > >
> > >
> > > The queues don’t have any custom scrips and the Create.html isn’t
> > > modified - so far can’t determine why this is happening.
> > >
> > >
> > >
> > > Any help appreciated.
> > >
> > >
> > >
> > > ------------------------------------------------------------------
> > > David T. Grayston     Systems & Database Administrator
> > >
> > > University of Washington   School of Public Health
> > >
> > >
> >
> >
> >
> > --
> > Best regards, Ruslan.
>
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