User names appearing in comments dropdown

RT Users
1

We’ve discovered that once-privileged users who have definitely been
disabled via
Configuration->
Users->
SelectUser->
Username->
Let this user access RT (unchecked)
Let this user be granted rights (unchecked)

still show up in the “Owner” dropdown one encounters when attempting to
"Comment" on a ticket.

As a first attempt to rectify recity this (mostly, btw, out of
respect for the pair of disabled users of ours who have unfortunately
passed away), I found all the tickets owned by any disabled user and
re-assigned the ownership to root.

But this did not result in the elimination of their names from the dropdown.

What is even stranger, I’ve found that the the list of users that
appears in the Comments/Owners dropdown varies depending upon which
privileged user currently owns the ticket

We’re running RT 3.4.5 with:
Red Hat Enterprise Linux AS release 3
Mysql 5.0.21
perl 5.8.8

Any suggestions to deal with this phenomenon/probelm will be greatly
appreciated.

Mike Kukla
University at Buffalo/CASet

2

We’ve discovered that once-privileged users who have definitely
been disabled via
Configuration->
Users->
SelectUser->
Username->
Let this user access RT (unchecked)
Let this user be granted rights (unchecked)

still show up in the “Owner” dropdown one encounters when
attempting to “Comment” on a ticket.

As a first attempt to rectify recity this (mostly, btw, out of
respect for the pair of disabled users of ours who have
unfortunately passed away), I found all the tickets owned by any
disabled user and re-assigned the ownership to root.

But this did not result in the elimination of their names from the
dropdown.

Likely the users are still members of groups that have the own
tickets right. is that correct?

-j

What is even stranger, I’ve found that the the list of users that
appears in the Comments/Owners dropdown varies depending upon which
privileged user currently owns the ticket

how does it vary?

PGP.sig (186 Bytes)

3

Jesse,
1.

Likely the users are still members of groups that have the own tickets
right. is that correct?

It doesn’t appear that way. We have only two locally defined groups and
none of the disabled users who are appearing in the Comments/Owner drop
are in either of these two groups, i.e., the names of none of the
disabled users are visible from the list generated by

Configuration->
Groups->
Select Group->
“GroupName” →
Members

Also, the right to “OwnTicket” is not granted globally to the system
groups: “Unprivileged”, “Privileged”, and “Everyone”.

However, I now notice that for the Queue where this anomaly was first
noticed, I see that the roles AdminCc and Cc do have the “OwnTicket”
right. Perhaps some of the disabled users were an AdminCc or a Cc for
the tickets where their names are in showing in Comment/Owner?

What is even stranger, I’ve found that the the list of users that
appears in the Comments/Owners dropdown varies depending upon which
privileged user currently owns the ticket

how does it vary?

Well, for example, choosing an open ticket, say, #15426, in queue “A”
owned by user “daves”, and expanding the Comment/Owner drop down, I see
all current privileged users and some of the disabled users.

Repeating these steps for the same owner, and queue, but a different
open ticket, #13780, I see the same mixed list of all currently
privileged users and some disabled users.

Now, another open ticket in the same queue, but with different owner,
the same mixed of user appears in the Comments/Owner dropdown–but with,
Hey!, the addition of the email address of un-privileged Cc for the ticket!

Hmm…Perhaps, Ccs’ should not be able to own tickets?

Is that the likely conclusion–along with the guess the disabled users
who are still showing up are still linked in as Cc’s on long-ago
resolved tickets?

Mike Kukla
CASet
645-6000 x1156


Need assistance?
Always use our workorder system first:

http://www.caset.buffalo.edu/support

If someone is ill or on vacation, you'll get a
more rapid reply.


Jesse Vincent wrote:
4

Jesse,
1.

Likely the users are still members of groups that have the own
tickets
right. is that correct?

It doesn’t appear that way. We have only two locally defined groups
and none of the disabled users who are appearing in the Comments/
Owner drop
are in either of these two groups, i.e., the names of none of the
disabled users are visible from the list generated by

Configuration->
Groups->
Select Group->
“GroupName” →
Members

Also, the right to “OwnTicket” is not granted globally to the
system groups: “Unprivileged”, “Privileged”, and “Everyone”.

However, I now notice that for the Queue where this anomaly was
first noticed, I see that the roles AdminCc and Cc do have the
“OwnTicket” right. Perhaps some of the disabled users were an
AdminCc or a Cc for the tickets where their names are in showing in
Comment/Owner?

Quite possibly.

What is even stranger, I’ve found that the the list of users that
appears in the Comments/Owners dropdown varies depending upon which
privileged user currently owns the ticket

how does it vary?

Well, for example, choosing an open ticket, say, #15426, in queue
“A” owned by user “daves”, and expanding the Comment/Owner drop
down, I see
all current privileged users and some of the disabled users.

Repeating these steps for the same owner, and queue, but a
different open ticket, #13780, I see the same mixed list of all
currently privileged users and some disabled users.

Now, another open ticket in the same queue, but with different owner,
the same mixed of user appears in the Comments/Owner dropdown–but
with,
Hey!, the addition of the email address of un-privileged Cc for the
ticket!

Hmm…Perhaps, Ccs’ should not be able to own tickets?

Generally not, no. Try pulling that and seeing how you do?

PGP.sig (186 Bytes)

5

Jesse et al,

Sorry to say, I again need write the list about something we noticed
last week–namely, that the names of disabled users continue to
appear in the Owner drop down one gets when “Commenting” on ticket.

It appeared that the problem might have been due to the combination of

  1. the fact that the AdminCc and Cc system groups had previously been
    granted the “own ticket” right; and

  2. the fact that disabled users were most likely still linked to
    Tickets as an AdminCC or Cc–

and thus still potential “owners”.

However, the expected fix–globally revoking the “own ticket” right from
AdminCc and CC–didn’t work: the disabled users continue to appear in
the Comment on Ticket “Owner” drop down as previously.

Has anyone else encountered, or better, resolved this phenomenon?

Mike Kukla
CASet
645-6000 x1156

6

Jesse et al,

Sorry to say, I again need write the list about something we
noticed last week–namely, that the names of disabled users
continue to appear in the Owner drop down one gets when
“Commenting” on ticket.

It appeared that the problem might have been due to the combination of

  1. the fact that the AdminCc and Cc system groups had previously
    been granted the “own ticket” right; and

  2. the fact that disabled users were most likely still linked to
    Tickets as an AdminCC or Cc–

and thus still potential “owners”.

However, the expected fix–globally revoking the “own ticket” right
from AdminCc and CC–didn’t work: the disabled users continue to
appear in the Comment on Ticket “Owner” drop down as previously.

Has anyone else encountered, or better, resolved this phenomenon?

Can you confirm that you’re on 3.6.3 and that “Everybody” doesn’t
have the “OwnTickets” right? I’ve just reread this section of code
and I don’t see hwo this can be happening.

PGP.sig (186 Bytes)

7

Jesse,

Thanks for personally looking into this.

Anyway, we’re running RT 3.4.5 and I’ve checked again: Everyone doesn’t
have the “OwnTicket” right neither globally nor in any queue.

Mike Kukla
CASet
645-6000 x1156


Need assistance?
Always use our workorder system first:

http://www.caset.buffalo.edu/support

If someone is ill or on vacation, you'll get a
more rapid reply.


Jesse Vincent wrote:
8

Michael,

How about "Privileged" users?

Kenn
LBNL

Michael Kukla wrote: