Re: [rt-users] Attachments don't reach database for one user
That did the trick. Thanks!! chanel From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Graves Sent: Thursday, March 24, 2016 4:49 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Attachments don't reach database for one user Hi Chanel, I have tested this locally and it appears to me that all attachments should be broken for unprivileged users using the SelfService UI. This is a result of the changes made in 4.4.0 to attachments. I have created a patch for this that appears to fix this problem. You will find that patch attached. This will be fixed in 4.4.1. Thank you, Dustin - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Attachments don't reach database for one user
All other unprivileged users can attach files. chanel From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Graves Sent: Thursday, March 24, 2016 3:09 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Attachments don't reach database for one user Hi Chanel, On Mar 24, 2016, at 5:58 PM, Chanel Wheeler <chanel.whee...@yavapai.us<mailto:chanel.whee...@yavapai.us>> wrote: Further experimentation has revealed that if the user sends an attachment by email it works (doesn’t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect. Ah, I didn’t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally? I will take a look at this again with the Self-Service interface in mind. chanel Thank you, Dustin - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Attachments don't reach database for one user
Further experimentation has revealed that if the user sends an attachment by email it works (doesn’t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect. chanel From: Chanel Wheeler Sent: Tuesday, March 15, 2016 9:31 AM To: 'Dustin Graves' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Attachments don't reach database for one user Yes, everything in the ticket shows up for the faulty user except for the attachment. The rights for this user and other basic users of the system are the same. chanel From: Dustin Graves [mailto:dus...@bestpractical.com] Sent: Monday, March 14, 2016 1:58 PM To: Chanel Wheeler Cc: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com> Subject: Re: [rt-users] Attachments don't reach database for one user On Mar 10, 2016, at 5:09 PM, Chanel Wheeler <chanel.whee...@yavapai.us<mailto:chanel.whee...@yavapai.us>> wrote: Hi all, Hi Chanel, I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I’ve watched her add attachments and they appear to upload successfully but there’s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it’s something to do with her account. I’ve taken a look at her user record in the db and I don’t see anything amiss. Any ideas on what I might try? We’re running RT 4.4 and use LDAP for authentication. I would start by checking the rights for these two users and how they might be different. Can the faulty user see the missing attachment’s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment. If this is not the problem, then I can investigate further. Thanks! chanel Thank you, Dustin - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Attachments don't reach database for one user
Yes, everything in the ticket shows up for the faulty user except for the attachment. The rights for this user and other basic users of the system are the same. chanel From: Dustin Graves [mailto:dus...@bestpractical.com] Sent: Monday, March 14, 2016 1:58 PM To: Chanel Wheeler Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Attachments don't reach database for one user On Mar 10, 2016, at 5:09 PM, Chanel Wheeler <chanel.whee...@yavapai.us<mailto:chanel.whee...@yavapai.us>> wrote: Hi all, Hi Chanel, I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I’ve watched her add attachments and they appear to upload successfully but there’s no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it’s something to do with her account. I’ve taken a look at her user record in the db and I don’t see anything amiss. Any ideas on what I might try? We’re running RT 4.4 and use LDAP for authentication. I would start by checking the rights for these two users and how they might be different. Can the faulty user see the missing attachment’s associated comment/correspondence? If the user cannot, that is why the attachment is missing. A user needs the ShowTicketComments right to see attachments added as part of a comment. If this is not the problem, then I can investigate further. Thanks! chanel Thank you, Dustin - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Attachments don't reach database for one user
Hi all, I have one user that has used RT for a while with no problems. Recently, her attachments to web tickets ceased coming through. I've watched her add attachments and they appear to upload successfully but there's no trace of them in the Attachments table. We tried multiple browsers and the same thing happened on each. I logged in as her on my computer and still the problem happened. Another person logged in to RT on her computer and successfully attached items. So it's something to do with her account. I've taken a look at her user record in the db and I don't see anything amiss. Any ideas on what I might try? We're running RT 4.4 and use LDAP for authentication. Thanks! chanel -- Chanel Wheeler Programmer/Analyst Yavapai Library Network 1120 Commerce Dr. Prescott, AZ 86305 Phone: (928) 442-5741 chanel.whee...@yavapai.us<mailto:chanel.whee...@yavapai.us> Open a help desk ticket<mailto:h...@yln.info> - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] search query returning unexpected results
YLN Topic is a mandatory single value dropdown list.
Here's the SQL that was generated:
SELECT main.* FROM Tickets main LEFT JOIN ObjectCustomFieldValues
ObjectCustomFieldValues_1 ON ( ObjectCustomFieldValues_1.CustomField = '2' )
AND ( ObjectCustomFieldValues_1.Disabled = '0' ) AND (
ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket' ) AND (
ObjectCustomFieldValues_1.ObjectId = main.id ) WHERE (main.IsMerged IS NULL)
AND (main.Status != 'deleted') AND (main.Type = 'ticket') AND (main.Owner =
'30' AND ( main.Status = 'new' OR main.Status = 'open' ) AND main.Queue = '3'
AND ( ( ( ObjectCustomFieldValues_1.Content != 'Student Import System' OR
ObjectCustomFieldValues_1.LargeContent IS NOT NULL ) ) OR
ObjectCustomFieldValues_1.id IS NULL ) )
But I discovered something else. I did some more experimentation but this time
I was logged in as root. The query works fine if I'm logged in as root. When
I'm logged in as myself (general ticket owner, queue moderator, etc.), it
ignores the YLN Topic constraint. That makes me think it's a permissions issue.
More digging ...
Aha! Figured it out. I had created two user groups and mostly set permissions
via those which worked fine for everything else we do with custom fields. I had
not turned on View custom field values for Privileged users (we already could
see and use them just fine) and that turned out to be what made the difference.
It works now.
Thanks Kevin for your help. And hopefully my documented struggle will help
someone in the future.
chanel
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf
Of Kevin Falcone
Sent: Wednesday, September 03, 2014 2:08 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] search query returning unexpected results
On Tue, Aug 26, 2014 at 02:05:41PM -0700, Chanel Wheeler wrote:
This is the search query I have (built via the Query Builder):
Owner = 'cwheeler' AND ( Status = 'new' OR Status = 'open' ) AND Queue =
'YLN'
AND 'CF.{YLN Topic}' != 'Student Import System'
The search results *include* the tickets tagged with Student Import
System. If I change the ‘not equal’ to ‘equal’ it limits the search as you’d
expect it to.
Same thing happens with LIKE vs NOT LIKE. This is looking a lot like a
bug but I’m wondering if manipulating custom fields in this way just isn’t
allowed.
I’m on 4.2.6.
You neglected to tell us what kind of Custom Field YLN Topic is.
If I make a global CF called Foo and make it an enter one value and have two
tickets, one where Foo has no value and one where Foo has the value foo
and I ask for
CF.foo != 'foo'
I correctly get 1 ticket.
You can find the code I posted earlier today for seeing the SQL generated by
a query and run that and show us what you get for your != query.
-kevin
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] search query returning unexpected results
Hi all,
This is the search query I have (built via the Query Builder):
Owner = 'cwheeler' AND ( Status = 'new' OR Status = 'open' ) AND Queue = 'YLN'
AND 'CF.{YLN Topic}' != 'Student Import System'
The search results *include* the tickets tagged with Student Import System. If
I change the 'not equal' to 'equal' it limits the search as you'd expect it to.
Same thing happens with LIKE vs NOT LIKE. This is looking a lot like a bug but
I'm wondering if manipulating custom fields in this way just isn't allowed.
I'm on 4.2.6.
Any ideas?
Thanks,
chanel
--
Chanel Wheeler
Programmer/Analyst
Yavapai Library Network
1120 Commerce Dr.
Prescott, AZ 86305
Phone: (928) 442-5741
chanel.whee...@yavapai.usmailto:chanel.whee...@yavapai.us
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
