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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