1.1.5 issues: Bulk Reject, Refine, Classification

Hi,

I have a clean install of RTIR 1.1.5 over a clean install of RT 3.4.1.
There seem to be 3 issues:

  1. Bulk reject does not work. It returns an error of "Ticket 111:
    Cannot reject Incident Report #111. Only new reports may be rejected.“
    However, when I view the Incident Report in RT it shows a Status of
    "new”. These reports can be Taken and manually Quick Rejected one by one.

  2. Refine Search does not work. When I click through RTIR -> Incidents
    -> Refine, or RTIR -> Incident Reports -> Refine, etc I only see two of
    the three table elements that RT shows. “Add Criteria” and “Display
    Columns” are present, but the final “Do the Search” row, with the
    "Search" button, is absent. In RT all three elements are present, and
    there is a “Search” button to click.

  3. Classification, Function, and Constituency do not work. Previous
    versions of RTIR let me set the Classification of the Incident, but in
    1.1.5 I no longer get a drop-down menu. When I view the Incident after
    it has been created, all those fields are set to “open”. (We liked the
    ability to set Classification of tickets, in order to later report on
    their various totals.)

I am looking for confirmation of these issues from someone else with a
similar setup. I have seen reference to RTIR-1.1.6rcX and RTIR-1.2beta,
and am wondering if these versions fix these problems. We don’t have a
problem testing pre-release software, as long as we know we are on the
latest test version (so we are not re-catching old bugs).

Or please let me know if I should sit tight and wait for RTIR-1.2
release. :slight_smile:

Phil

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Hello

Currently I play with RT 3.4.1 + RTIR 1.1.5

Phil Rodrigues wrote:

Hi,

I have a clean install of RTIR 1.1.5 over a clean install of RT 3.4.1.
There seem to be 3 issues:

  1. Bulk reject does not work. It returns an error of "Ticket 111:
    Cannot reject Incident Report #111. Only new reports may be rejected.“
    However, when I view the Incident Report in RT it shows a Status of
    "new”. These reports can be Taken and manually Quick Rejected one by one.

Bulk reject works well for me…

  1. Refine Search does not work. When I click through RTIR -> Incidents
    -> Refine, or RTIR -> Incident Reports -> Refine, etc I only see two of
    the three table elements that RT shows. “Add Criteria” and “Display
    Columns” are present, but the final “Do the Search” row, with the
    "Search" button, is absent. In RT all three elements are present, and
    there is a “Search” button to click.

After building your query you can just click on the ‘Results’ in the menu bar on the left

  1. Classification, Function, and Constituency do not work. Previous
    versions of RTIR let me set the Classification of the Incident, but in
    1.1.5 I no longer get a drop-down menu. When I view the Incident after
    it has been created, all those fields are set to “open”. (We liked the
    ability to set Classification of tickets, in order to later report on
    their various totals.)

Actualy there are unsuficient rights for the duty team. You have to add ones in
RT->Configuration->Global->Group Rights
Duty Team:
AdminCustomField
AssignCustomFields
SeeCustomField

or do it separately for each custom field in each queue…

I am looking for confirmation of these issues from someone else with a
similar setup. I have seen reference to RTIR-1.1.6rcX and RTIR-1.2beta,
and am wondering if these versions fix these problems. We don’t have a
problem testing pre-release software, as long as we know we are on the
latest test version (so we are not re-catching old bugs).

Or please let me know if I should sit tight and wait for RTIR-1.2
release. :slight_smile:

Phil


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Best regards


Marius

Marius Urkis
LITNET CERT
http://cert.litnet.lt
E-mail: marius@litnet.lt
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Thanks for the reply,

  1. Bulk reject does not work. It returns an error of "Ticket 111:
    Cannot reject Incident Report #111. Only new reports may be rejected.“
    However, when I view the Incident Report in RT it shows a Status of
    "new”. These reports can be Taken and manually Quick Rejected one by one.

Bulk reject works well for me…

After the custom field permission changes below, Bulk Reject now works.
(Odd?)

  1. Refine Search does not work. When I click through RTIR -> Incidents
    -> Refine, or RTIR -> Incident Reports -> Refine, etc I only see two of
    the three table elements that RT shows. “Add Criteria” and “Display
    Columns” are present, but the final “Do the Search” row, with the
    "Search" button, is absent. In RT all three elements are present, and
    there is a “Search” button to click.

After building your query you can just click on the ‘Results’ in the menu bar on the left

Ahh - user error. At least that was an easy fix.

  1. Classification, Function, and Constituency do not work. Previous
    versions of RTIR let me set the Classification of the Incident, but in
    1.1.5 I no longer get a drop-down menu. When I view the Incident after
    it has been created, all those fields are set to “open”. (We liked the
    ability to set Classification of tickets, in order to later report on
    their various totals.)

Actualy there are unsuficient rights for the duty team. You have to add ones in
RT->Configuration->Global->Group Rights
Duty Team:
AdminCustomField
AssignCustomFields
SeeCustomField

Thanks, this was key. I added one additional right so the DutyTeam
could assign classifications, etc:

ModifyCustomField

So it looks like 1.1.5 did not create the correct Group Rights when the
DB init script was run?

Phil