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:[email protected]] >> *Sent:* Monday, August 17, 2009 4:53 PM >> *To:* Nathan Hurt >> *Cc:* '[email protected]' >> *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:[email protected]] >> *Sent:* Monday, August 17, 2009 2:12 PM >> *To:* Nathan Hurt >> *Cc:* '[email protected] >> <mailto:[email protected]>' >> *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 >> >> ---------------------------------- >> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus >> & malware protection in the industry: www.barracudanetworks.com/spam >> <http://www.barracudanetworks.com/spam> >> >> >> >> ------------------------------------------------------------------------ >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: [email protected] >> <mailto:[email protected]> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >> a copy at http://rtbook.bestpractical.com >> >> ---------------------------------- >> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus >> & malware protection in the industry: www.barracudanetworks.com/spam >> <http://www.barracudanetworks.com/spam> >> >> >> >> ------------------------------------------------------------------------ >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Community help: http://wiki.bestpractical.com >> Commercial support: [email protected] >> <mailto:[email protected]> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >> a copy at http://rtbook.bestpractical.com >> ---------------------------------- >> Check out the Barracuda Spam & Virus Firewall - offering the fastest virus >> & malware protection in the industry: www.barracudanetworks.com/spam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [email protected] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
