[rt-users] After upgrade to RT 4.2, can only access Self Service

[Matt Zagrabelny]

Hey Shane,

Well it is good that things are working again. Let's keep rt-users in
the loop. I've re-added them to the recipients list.

I don't have much for other suggestions at this point.

Cheers,

-m

On Fri, Jul 17, 2015 at 2:22 PM, Shane Archer <futureal2 at gmail.com> wrote:
> On Fri, Jul 17, 2015 at 12:06 PM, Matt Zagrabelny <mzagrabe at d.umn.edu>
> wrote:
>>
>> On Fri, Jul 17, 2015 at 1:49 PM, Shane Archer <futureal2 at gmail.com> wrote:
>> > Hi,
>> >
>> > I just upgraded my RT 4.0.7 installation to 4.2.8, and while the upgrade
>> > seems to have gone off correctly, I am no longer able to access anything
>> > other than the "Self Service" portal using either of my configured
>> > accounts.
>> >
>> > If I punch in a ticket number manually I can view the basics of the
>> > ticket,
>> > but cannot take any action, view any queues, etc.
>> >
>> > I can confirm that the database migrations were run and did not report
>> > any
>> > errors.
>> >
>> > Any idea on where I might begin in order to troubleshoot this?
>>
>> Can you check with the root account?
>>
>> If not, check the database to see if your user(s) are still
>> Privileged. For instance:
>>
>> rt4=# SELECT * from groups, groupmembers where groupmembers.groupid =
>> groups.id and groups.name = 'Privileged' and groupmembers.memberid =
>> 98 :G
>> -[ RECORD 1 ]-+-----------------------------
>> id            | 4
>> name          | Privileged
>> description   | Pseudogroup for internal use
>> domain        | SystemInternal
>> type          | Privileged
>> instance      | 0
>> creator       | 0
>> created       |
>> lastupdatedby | 0
>> lastupdated   |
>> id            | 333405
>> groupid       | 4
>> memberid      | 98
>> creator       | 0
>> created       |
>> lastupdatedby | 0
>> lastupdated   |
>>
>> -m
>
>
> I ran that query and appear to have got a similar result to yours (using ID
> 23 which is my normal account):
>
> mysql> SELECT * from Groups, GroupMembers where GroupMembers.groupid =
> Groups.id and Groups.name = 'Privileged' and GroupMembers.memberid = 23 \G
> *************************** 1. row ***************************
>            id: 4
>          Name: Privileged
>   Description: Pseudogroup for internal use
>        Domain: SystemInternal
>          Type: Privileged
>      Instance: 0
>       Creator: 0
>       Created: NULL
> LastUpdatedBy: 0
>   LastUpdated: NULL
>            id: 10
>       GroupId: 4
>      MemberId: 23
>       Creator: 0
>       Created: NULL
> LastUpdatedBy: 0
>   LastUpdated: NULL
>
> Just now, though, I logged in as "root" and it appears to work -- I am able
> to see my usual dashboard.
>
> From that, I went to Admin -> Users -> Select and clicked on my account (the
> same ID 23 from above) and I see that the "Let this user be granted rights
> (Privileged)" is checked. Without performing any action, I logged out, and
> logged back in as my normal account, and _now_ it works.
>
> So it appears to have resolved itself; maybe the process of logging in as
> the root account performed some magic? : )
>
>
> Thanks,
>
> Shane