Re: [rt-users] RT 3.6 performance problems
I'm betting it's your research queue. On Wed, Sep 13, 2006 at 05:13:54PM -0500, Jackie Hamilton wrote: Sorry to rehash this thread, but I'm still having trouble with the Tickets page having all 150K+ users in the Owner pull down, rendering the page unusable. I downgraded our MySQL to 4.1.21, so I know it's not a MySQL 5.0 issue. I've reviewed the previous thread where another user was having this problem. I'm not clear on the solution though. In Theo's case it looked like it was related to a disabled queue having OwnTicket rights. However, none of the queues on my system are disabled: mysql SELECT * FROM ACL WHERE RightName = 'OwnTicket' order by ObjectId; +-+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-+---+-+---++--+-+---+ | 2 | Group | 11 | OwnTicket | RT::System |1 | 0 | 0 | | 19 | Group | 332274 | OwnTicket | RT::Queue |3 | 0 | 0 | | 37 | Group | 332273 | OwnTicket | RT::Queue |4 | 0 | 0 | | 64 | Group | 193983 | OwnTicket | RT::Queue |5 | 0 | 0 | | 63 | Group | 203501 | OwnTicket | RT::Queue |5 | 0 | 0 | | 65 | Group | 294765 | OwnTicket | RT::Queue |5 | 0 | 0 | | 104 | Group | 217313 | OwnTicket | RT::Queue |6 | 0 | 0 | | 103 | Group | 332274 | OwnTicket | RT::Queue |6 | 0 | 0 | | 130 | Group | 332273 | OwnTicket | RT::Queue |8 | 0 | 0 | | 154 | Group | 332275 | OwnTicket | RT::Queue |9 | 0 | 0 | | 155 | Group | 179139 | OwnTicket | RT::Queue |9 | 0 | 0 | | 156 | Group | 203501 | OwnTicket | RT::Queue |9 | 0 | 0 | | 183 | Group | 332276 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 203 | Group | 332277 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | | 221 | Group | 332273 | OwnTicket | RT::Queue | 12 | 0 | 0 | | 244 | Group | 332278 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 265 | Group | 294765 | OwnTicket | RT::Queue | 15 | 0 | 0 | +-+---+-+---++--+-+---+ 18 rows in set (0.00 sec) mysql select id,Name,Created,LastUpdated,Disabled from Queues where id in (1,3,4,5,6,7,9,10,11,12,13,15); +++-+-+--+ | id | Name | Created | LastUpdated | Disabled | +++-+-+--+ | 3 | backlog| 2003-11-07 00:14:17 | 2003-11-07 00:14:17 |0 | | 4 | general| 2002-09-09 13:13:55 | 2002-09-12 06:53:25 |0 | | 5 | inventory | 2004-10-12 13:58:14 | 2004-10-12 13:58:14 |0 | | 6 | it | 2003-01-10 02:09:41 | 2003-01-10 02:09:41 |0 | | 7 | jobs | 2006-06-01 15:15:44 | 2006-06-01 15:15:44 |0 | | 9 | ops| 2003-01-10 02:10:16 | 2003-01-10 02:10:16 |0 | | 10 | pr | 2003-01-10 02:02:30 | 2003-01-10 02:02:30 |0 | | 11 | promotions | 2003-03-06 13:35:56 | 2003-03-06 13:35:56 |0 | | 12 | research | 2005-02-18 15:50:25 | 2005-02-21 12:40:33 |0 | | 13 | sales | 2003-01-07 12:59:26 | 2003-01-08 16:58:23 |0 | | 15 | suggest| 2005-08-12 14:16:21 | 2005-08-12 14:18:11 |0 | +++-+-+--+ 11 rows in set (0.00 sec) How do I fix this so the Owner list doesn't consist of every user in the db? What should I be looking for, here? Thanks, -- Jackie Hamilton [EMAIL PROTECTED] ___ 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:
Re: [rt-users] RT 3.6 performance problems
Jackie Hamilton wrote: mysql SELECT * FROM ACL WHERE RightName = 'OwnTicket' order by ObjectId; +-+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-+---+-+---++--+-+---+ | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | +-+---+-+---++--+-+---+ mysql select id,Name,Created,LastUpdated,Disabled from Queues where id in (1,3,4,5,6,7,9,10,11,12,13,15); +++-+-+--+ | id | Name | Created | LastUpdated | Disabled | +++-+-+--+ | 12 | research | 2005-02-18 15:50:25 | 2005-02-21 12:40:33 |0 | +++-+-+--+ How do I fix this so the Owner list doesn't consist of every user in the db? What should I be looking for, here? This is your problem. You have given Everyone (Principal id 3) the right to own ticket in the research queue. Joby Walker CC SSG, University of Washington ___ 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
Re: [rt-users] RT 3.6 performance problems
On Wed, 13 Sep 2006 18:15:22 -0400, Jesse Vincent wrote: I'm betting it's your research queue. Ok. I deleted that record from the ACL table, it fixes the problem: | 220 | Group | 3 | OwnTicket | RT::Queue | 12 | 0 | 0 | I see that group id 3 is Everyone, so that's why it was causing the problem. Thanks! -- Jackie Hamilton [EMAIL PROTECTED] ___ 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
Re: [rt-users] RT 3.6 performance problems
Apologies for the length of time in responding on this - been away for a while. On Sat, 2006-08-26 at 09:28 -0400, Jesse Vincent wrote: On Sat, Aug 26, 2006 at 10:57:38AM +0200, Theo Kramer wrote: On Fri, 2006-08-25 at 11:47 -0400, Jesse Vincent wrote: On Fri, Aug 25, 2006 at 01:56:59PM +0200, Theo Kramer wrote: On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Next up: SELECT * from Groups where id = 11; ACL | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | mysql SELECT * from Groups where id = 3; ++--+--++--+--+ | id | Name | Description | Domain | Type | Instance | ++--+--++--+--+ | 3 | | Pseudogroup for internal use | SystemInternal | Everyone | 0 | ++--+--++--+--+ SELECT * from Groups where id = 3; Attached. So here it seems that Everyone has 'OwnTicket' for id 3 but it is either not visible in the http interface or it eludes me... Nope. Queue 13. What's Queue 13? select Name,Created,LastUpdated,Disabled from Queues where id = 13; +-+-+-+--+ | Name| Created | LastUpdated | Disabled | +-+-+-+--+ | testing | 2001-10-03 06:46:42 | 2002-03-04 10:16:24 |1 | +-+-+-+--+ 1 row in set (0.00 sec) -- Regards Theo ___ 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
Re: [rt-users] RT 3.6 performance problems
Ok. Via RT's webui, what rights does the Everyone group have on your Testing queue? On Mon, Sep 11, 2006 at 09:31:25AM +0200, Theo Kramer wrote: Apologies for the length of time in responding on this - been away for a while. SELECT * FROM ACL WHERE RightName = 'OwnTicket'; | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | SELECT * from Groups where id = 3; | 3 | | Pseudogroup for internal use | SystemInternal | Everyone | 0 | select Name,Created,LastUpdated,Disabled from Queues where id = 13; | testing | 2001-10-03 06:46:42 | 2002-03-04 10:16:24 |1 | -- ___ 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
Re: [rt-users] RT 3.6 performance problems
On Mon, 2006-09-11 at 06:32 -0400, Jesse Vincent wrote: Ok. Via RT's webui, what rights does the Everyone group have on your Testing queue? Selecting Configuration - Queues I get the following (after enabling 'Include disabled queues in listing') * accounts * ect * ect-bounce * ect-comments * faxin * form 5 * legal * messages * support * techsupport * testing * testq * TestQ1 * ___Approvals Then selecting testing and viewing Group Rights I see that System Group 'Everyone' has 'OwnTicket' enabled... So the problem appears due to a disabled Queue having the OwnTicket right for EveryOne ... Re-ran the query and now instead of 10+ lines I get 21 lines :) Very much appreciated - many thanks. On Mon, Sep 11, 2006 at 09:31:25AM +0200, Theo Kramer wrote: Apologies for the length of time in responding on this - been away for a while. SELECT * FROM ACL WHERE RightName = 'OwnTicket'; | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | SELECT * from Groups where id = 3; | 3 | | Pseudogroup for internal use | SystemInternal | Everyone | 0 | select Name,Created,LastUpdated,Disabled from Queues where id = 13; | testing | 2001-10-03 06:46:42 | 2002-03-04 10:16:24 |1 | -- Regards Theo ___ 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
Re: [rt-users] RT 3.6 performance problems
On Fri, 2006-08-25 at 11:47 -0400, Jesse Vincent wrote: On Fri, Aug 25, 2006 at 01:56:59PM +0200, Theo Kramer wrote: On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Next up: SELECT * from Groups where id = 11; SELECT * from Groups where id = 3; Attached. So here it seems that Everyone has 'OwnTicket' for id 3 but it is either not visible in the http interface or it eludes me... -- Regards Theo mysql SELECT * from Groups where id = 11; ++-+++---+--+ | id | Name| Description| Domain | Type | Instance | ++-+++---+--+ | 11 | User 10 | ACL equiv. for user 10 | ACLEquivalence | UserEquiv | 10 | ++-+++---+--+ 1 row in set (0.00 sec) mysql SELECT * from Groups where id = 3; ++--+--++--+--+ | id | Name | Description | Domain | Type | Instance | ++--+--++--+--+ | 3 | | Pseudogroup for internal use | SystemInternal | Everyone | 0 | ++--+--++--+--+ 1 row in set (0.00 sec) ___ 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
Re: [rt-users] RT 3.6 performance problems
On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Attached -- Regards Theo +-+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-+---+-+---++--+-+---+ | 34 | Group | 66700 | OwnTicket | RT::Queue |3 | 0 | 0 | | 211 | Group | 66700 | OwnTicket | RT::Queue |7 | 0 | 0 | | 53 | Group | 66705 | OwnTicket | RT::Queue |7 | 0 | 0 | | 207 | Group | 66706 | OwnTicket | RT::Queue |7 | 0 | 0 | | 59 | Group | 66701 | OwnTicket | RT::Queue |8 | 0 | 0 | | 75 | Group | 66702 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 84 | Group | 66704 | OwnTicket | RT::Queue | 10 | 0 | 0 | | 218 | Group | 46741 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 95 | Group | 66706 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 110 | Group | 66707 | OwnTicket | RT::Queue | 12 | 0 | 0 | | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 137 | Group | 56299 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 147 | Group | 56299 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 2 | Group | 11 | OwnTicket | RT::System |1 | 0 | 0 | +-+---+-+---++--+-+---+ 14 rows in set (0.03 sec) ___ 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
Re: [rt-users] RT 3.6 performance problems
Hi Theo,i have the same problem, coming from 2.0, migrated to 3.4 and now to 3.6.1 and the Owner Dropdowns showing too many people listed.Torsten2006/8/25, Theo Kramer [EMAIL PROTECTED]:On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket';Attached--RegardsTheo___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-usersCommunity help: http://wiki.bestpractical.comCommercial support: [EMAIL PROTECTED]Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy a copy at http://rtbook.bestpractical.com -- MFGTorsten Brummhttp://www.torsten-brumm.de ___ 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
Re: [rt-users] RT 3.6 performance problems
On Fri, 2006-08-25 at 13:56 +0200, Theo Kramer wrote: On Thu, 2006-08-24 at 11:56 -0400, Jesse Vincent wrote: Send this to the list: SELECT * FROM ACL WHERE RightName = 'OwnTicket'; Attached So again I went through my system with a toothpick and removed all instances of groups and queues have OwnTicket. Now there is not one entry visible where OwnTicket is set that I can see via the http interface. However, the result of the above query still shows entries and the problem remains. Every new ticket from a different destination increments the user count with OwnTicket... -- Regards Theo +-+---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | +-+---+-+---++--+-+---+ | 218 | Group | 46741 | OwnTicket | RT::Queue | 11 | 0 | 0 | | 123 | Group | 3 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 137 | Group | 56299 | OwnTicket | RT::Queue | 13 | 0 | 0 | | 147 | Group | 56299 | OwnTicket | RT::Queue | 14 | 0 | 0 | | 2 | Group | 11 | OwnTicket | RT::System |1 | 0 | 0 | +-+---+-+---++--+-+---+ ___ 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
Re: [rt-users] RT 3.6 performance problems
On Tue, 2006-08-22 at 00:22 -0400, Jesse Vincent wrote: On Tue, Aug 22, 2006 at 06:18:48AM +0200, Theo Kramer wrote: On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote: We have the same problem. In 3.0 only privileged users are returned in the query builder, in 3.4+ all users are returned. Have you granted OwnTicket to Everybody or Unprivileged users? Our settings are as follows Group Rights - System Groups - * - No Rights Granted User Groups - * - No Rights Granted User Rights - All Users - No Rights Granted Global Group Rights - * - No Rights Granted (including Everyone) Global User Rights - * - No Rights Granted But I do not know what RT does by default when a ticket is created on receipt of an email - ie. does it set OwnTicket even if the permissions are set as above? It should not. Hmmm - perhaps some history would be useful Our system was migrated from RT 2 to RT 3.0.2 which we are currently running. The problem occurs when trying to upgrade to RT 3.4.[4-5] - tried both. I decided to do some testing by submitting a ticket from a non existent user via email to our upgrade test system running 3.4.5. I executed the following query (as derived from the mysql logs) SELECT COUNT(DISTINCT main.Name) FROM Users main, Principals Principals_1, ACL ACL_2, CachedGroupMembers CachedGroupMembers_3 WHERE ((ACL_2.PrincipalId = CachedGroupMembers_3.GroupId)) AND ((ACL_2.PrincipalType = 'Group')) AND ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_3.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_2.ObjectType = 'RT::Queue') OR (ACL_2.ObjectType = 'RT::System')); The value returned before emailing the new ticket was 97602 and after sending a new ticket from an arbitrary new email address it went up to 97603... This with the permissions as above. I then decided to do the same with RT 3.6.1 but with an empty database. Before emailing a ticket the value returned was 1 (user Nobody), and after emailing a ticket the value returned was still 1. So this now raises the following question Is it possible that somehow permissions for Everyone includes 'OwnTicket' but is not visible via the configuration interface? This possibly due to an anomaly in either RT 2 or RT 3.0.2 and not visible in the configuration interface for RT 3.0.2 and 3.4.5 ? I haven't loaded our dump into 3.6.1 as yet - running out of disk space on my notepad... Then the next question is how does one unset OwnTicket for those users that 'should not' have this? Can you tell where OwnTicket is being set? My feeling is that somewhere there is a hidden bug. And looking at emails from others we are not the only ones who are experiencing the problem ... -- Regards Theo ___ 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
Re: [rt-users] RT 3.6 performance problems
On Mon, Aug 21, 2006 at 04:32:51PM -0500, Jackie Hamilton wrote: I've just upgraded our RT install to 3.6.1, and am having some problems with it. I can log in ok; I see the landing page; I can edit configuration, preferences, tools, etc. But the Tickets link is the link of doom. If I click on Tickets, I get the beginnings of a Query Builder page, but it just thrashes around in an endless load state for about 10 minutes (with apache chewing up 700 meg and 99% cpu), then eventually dies. I get a partial form - pull-downs for id, subject, queue, status and owner. It gets about halfway through the Owner list before dying. We're using MySQL 5.0.22, and we have 156,000 users in the Users table. I'm suspecting that's the problem. We've had a lot of problems with MySQL 5.0's query optimizer. I'd strongly consider running 4.1 in production instead. I'm curious if anyone else is successfully using RT3 for a large number of users? Is there any solution here other than deleting a bunch of users? Thanks, -- Jackie Hamilton [EMAIL PROTECTED] ___ 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
Re: [rt-users] RT 3.6 performance problems
On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote: We have the same problem. In 3.0 only privileged users are returned in the query builder, in 3.4+ all users are returned. Have you granted OwnTicket to Everybody or Unprivileged users? Our settings are as follows Group Rights - System Groups - * - No Rights Granted User Groups - * - No Rights Granted User Rights - All Users - No Rights Granted Global Group Rights - * - No Rights Granted (including Everyone) Global User Rights - * - No Rights Granted But I do not know what RT does by default when a ticket is created on receipt of an email - ie. does it set OwnTicket even if the permissions are set as above? Then the next question is how does one unset OwnTicket for those users that 'should not' have this? -- Regards Theo ___ 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
Re: [rt-users] RT 3.6 performance problems
On Tue, Aug 22, 2006 at 06:18:48AM +0200, Theo Kramer wrote: On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote: We have the same problem. In 3.0 only privileged users are returned in the query builder, in 3.4+ all users are returned. Have you granted OwnTicket to Everybody or Unprivileged users? Our settings are as follows Group Rights - System Groups - * - No Rights Granted User Groups - * - No Rights Granted User Rights - All Users - No Rights Granted Global Group Rights - * - No Rights Granted (including Everyone) Global User Rights - * - No Rights Granted But I do not know what RT does by default when a ticket is created on receipt of an email - ie. does it set OwnTicket even if the permissions are set as above? It should not. Then the next question is how does one unset OwnTicket for those users that 'should not' have this? Can you tell where OwnTicket is being set? -- Regards Theo ___ 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
Re: [rt-users] RT 3.6 performance problems
On Tue, 2006-08-22 at 00:22 -0400, Jesse Vincent wrote: On Tue, Aug 22, 2006 at 06:18:48AM +0200, Theo Kramer wrote: On Mon, 2006-08-21 at 23:39 -0400, Jesse Vincent wrote: We have the same problem. In 3.0 only privileged users are returned in the query builder, in 3.4+ all users are returned. Have you granted OwnTicket to Everybody or Unprivileged users? Our settings are as follows Group Rights - System Groups - * - No Rights Granted User Groups - * - No Rights Granted User Rights - All Users - No Rights Granted Global Group Rights - * - No Rights Granted (including Everyone) Global User Rights - * - No Rights Granted But I do not know what RT does by default when a ticket is created on receipt of an email - ie. does it set OwnTicket even if the permissions are set as above? It should not. Then the next question is how does one unset OwnTicket for those users that 'should not' have this? Can you tell where OwnTicket is being set? Afraid not - our system running RT3.0 is pretty much default - tickets come in mainly via email into various queues as per our setup. From there on everything is standard... What is interesting is that RT3.0 query builder only shows privileged users but RT3.4+ does not select on the 'privileged' status. A hint on where to start looking would be useful... as well as a hint on how to unset OwnerTicket. -- Regards Theo ___ 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
Re: [rt-users] RT 3.6 performance problems
On Tue, 2006-08-22 at 00:41 -0400, Jesse Vincent wrote: It should not. Then the next question is how does one unset OwnTicket for those users that 'should not' have this? Can you tell where OwnTicket is being set? Afraid not - our system running RT3.0 is pretty much default - tickets come in mainly via email into various queues as per our setup. From there on everything is standard... What is interesting is that RT3.0 query builder only shows privileged users but RT3.4+ does not select on the 'privileged' status. Yep. That behaviour was...less correct and masked a possibly dangerous configuration. A hint on where to start looking would be useful... as well as a hint on how to unset OwnerTicket. SELECT * from ACL where RightName = 'OwnTickets'; or Todd's RTx::RightsMatrix. select count(*) from ACL where RightName = 'OwnTickets'; +--+ | count(*) | +--+ |0 | +--+ 1 row in set (0.00 sec) :/ But that is on the live system (RT3.0) - I will also do it on the upgrade system (RT 3.4.5) as soon as I get into the office - in an hour or so. And much appreciated. -- Regards Theo ___ 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
Re: [rt-users] RT 3.6 performance problems
On Tue, 2006-08-22 at 01:01 -0400, Jesse Vincent wrote: select count(*) from ACL where RightName = 'OwnTickets'; I typoed OwnTicket not OwnTickets Ooops mysql select count(*) from ACL where RightName = 'OwnTicket'; +--+ | count(*) | +--+ | 16 | +--+ 1 row in set (0.00 sec) Now I have to match this up to the users... -- Regards Theo ___ 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
