10 Highest Priority Tickets I own link problems

Hi everyone,

My users have informed me that they are unable to click on hyperlinks
for any of the tickets listed under "10 Highest Priority Tickets I own."
All they see is plain text for the list of tickets. I have verified
this behavior from my workstation for all of their accounts.

They are able to manipulate tickets by searching for them manually or
doing a quick search. For testing purposes I have made the users “SUPER
USERS” and they still do not see hyperlinks. My user works just fine,
with the same permissions and group membership as them.

Any ideas? Thanks

Best Regards,

Josh Barron

Systems Administration

NetCentral Inc.

P: 208.376.3130

F: 208.514.4527

My users have informed me that they are unable to click on
hyperlinks for any of the tickets listed under “10 Highest
Priority Tickets I own.” All they see is plain text for the list
of tickets. I have verified this behavior from my workstation for
all of their accounts.

They are able to manipulate tickets by searching for them manually
or doing a quick search. For testing purposes I have made the
users “SUPER USERS” and they still do not see hyperlinks. My user
works just fine, with the same permissions and group membership as
them.

We just spent half of today trying to hunt this bug down at our
site. It’s not necessarily a bug, per se, but it sure is annoying.

AFAICT, share/html/Elements/MyRT loads user preferences from the
database when deciding how the ‘RT at a glance’ page should be
rendered. In the Attributes table, three attributes are defined by
default when you upgrade to or install 3.6.X (this is all in
etc/upgrade/3.5.1/content, if you’re interested). These attributes
are named ‘HomepageSettings,’ ‘Search - Unowned Tickets’ and 'Search

  • My Tickets.’

We just installed 3.6.1 at our site, and wanted to exclude our SPAM
queue from the ‘10 newest tickets’ widget. I edited and saved the
search successfully, and indeed the SPAM queue was excluded. Editing
the search also overwrote the default settings for the ‘Search -
Unowned Tickets’ attribute, which caused the content-but-no-links
symptom you describe.

To fix this, we regenerated the default attributes (search
Attributes for items with Creator=1) using rt-setup-database and a
modified version of the content upgrade mentioned above. For users
that had saved the broken, no-links version as their display
preference, we removed their setting so that they’d fall back to the
default.

Things look much better now. Like I said, I’m not sure if this is a
bug or not. However, it would certainly be nice to have the
display preferences be globally-editable (just as the search that
produces the widget’s results is).

Pardon me if some of the details are a bit vague; I’ve been deep in
the database for the last few days and am trying to return to
normalcy. :wink:

[Will Maier]-----------------[willmaier@ml1.net|http://www.lfod.us/]

All they see is plain text for the list
of tickets. I have verified this behavior from my workstation for
all of their accounts.

We just spent half of today trying to hunt this bug down at our
site. It’s not necessarily a bug, per se, but it sure is annoying.

I also spent a while with this one today… Thought it was me, but looks
like it’s something about modifying the System Saved Search. If you log in
as superuser and edit the At-A-Glance “N newest unowned tickets” or “N
highest priority tickets I own”, you should be able to “edit the predefined
search itself”. I found the problem by choosing the “advanced” view of the
query.

It showed:

id/TITLE:#’,
Subject/TITLE:Subject’,
Etc.

In the second (Format) textarea…
I was able to get the correct format by changing these to:

id/TITLE:#’,
Subject/TITLE:Subject’,

And (this was the important part!) Apply the changes and then Click on the
"Save" button for the “[_1] highest priority tickets I own” in the Saved
Searches section of the page. Then anyone who hasn’t modified their own
At-A-Glance should show the correct information.

It’s a problem that once you’ve put the column linked to “Display” in the
GUI Format area, you can’t tell which of the columns are links and which
aren’t and what they’re linked to…

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson

Things look much better now. Like I said, I’m not sure if this is a
bug or not. However, it would certainly be nice to have the
display preferences be globally-editable (just as the search that
produces the widget’s results is).

It sure would. I’d love a patch to make that go.

Jesse

Hi everyone.

I’ve tried to follow some of the basic solutions listed here with no
resolution.

Just to give some more testing information…
I created a new user called RTest, gave the user SU priv’s and assigned
a ticket to him. On his RT at a Glance page, the ticket showed up
successfully and everything worked.

I copied exactly what was listed below by Erik into my RT Advanced
search criteria for the search in question, but the links still do not
show up correctly?

I’m not exactly sure how to start to follow Wills’ suggestions.

Restarting the webserver doesn’t fix the problem either.

To make it clear, ONLY 2 of the users are having this problem, and they
have the same permissions as users that are NOT having problems.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Peterson,
Erik
Sent: Monday, August 14, 2006 5:27 PM
To: Will Maier; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems

All they see is plain text for the list
of tickets. I have verified this behavior from my workstation for
all of their accounts.

We just spent half of today trying to hunt this bug down at our
site. It’s not necessarily a bug, per se, but it sure is annoying.

I also spent a while with this one today… Thought it was me, but
looks
like it’s something about modifying the System Saved Search. If you log
in
as superuser and edit the At-A-Glance “N newest unowned tickets” or “N
highest priority tickets I own”, you should be able to “edit the
predefined
search itself”. I found the problem by choosing the “advanced” view of
the
query.

It showed:

id/TITLE:#’,
Subject/TITLE:Subject’,
Etc.

In the second (Format) textarea…
I was able to get the correct format by changing these to:

id/TITLE:#’,
Subject/TITLE:Subject’,

And (this was the important part!) Apply the changes and then Click on
the
"Save" button for the “[_1] highest priority tickets I own” in the Saved
Searches section of the page. Then anyone who hasn’t modified their own
At-A-Glance should show the correct information.

It’s a problem that once you’ve put the column linked to “Display” in
the
GUI Format area, you can’t tell which of the columns are links and which
aren’t and what they’re linked to…

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Yeah, its weird how it just showed up for two of my users and doesn’t
affect others even though the search criteria is the same for unaffected
users.From: Dwayne Adams [mailto:dwadams@picasso.ucsf.edu]
Sent: Tuesday, August 15, 2006 11:47 AM
To: 'Josh Barron’
Subject: RE: [rt-users] 10 Highest Priority Tickets I own link problems

Hello,

I thought this was a bug. Has anyone found a solution for this?

Dwayne C. Adams, Jr.
Systems Administrator

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Josh
Barron
Sent: Tuesday, August 15, 2006 10:36 AM
To: Peterson, Erik; Will Maier; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] 10 Highest Priority Tickets I own link problems

Hi everyone.

I’ve tried to follow some of the basic solutions listed here with no
resolution.

Just to give some more testing information…
I created a new user called RTest, gave the user SU priv’s and assigned
a ticket to him. On his RT at a Glance page, the ticket showed up
successfully and everything worked.

I copied exactly what was listed below by Erik into my RT Advanced
search criteria for the search in question, but the links still do not
show up correctly?

I’m not exactly sure how to start to follow Wills’ suggestions.

Restarting the webserver doesn’t fix the problem either.

To make it clear, ONLY 2 of the users are having this problem, and they
have the same permissions as users that are NOT having problems.

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Peterson,
Erik
Sent: Monday, August 14, 2006 5:27 PM
To: Will Maier; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems

All they see is plain text for the list
of tickets. I have verified this behavior from my workstation for
all of their accounts.

We just spent half of today trying to hunt this bug down at our
site. It’s not necessarily a bug, per se, but it sure is annoying.

I also spent a while with this one today… Thought it was me, but
looks
like it’s something about modifying the System Saved Search. If you log
in
as superuser and edit the At-A-Glance “N newest unowned tickets” or “N
highest priority tickets I own”, you should be able to “edit the
predefined
search itself”. I found the problem by choosing the “advanced” view of
the
query.

It showed:

id/TITLE:#’,
Subject/TITLE:Subject’,
Etc.

In the second (Format) textarea…
I was able to get the correct format by changing these to:

id/TITLE:#’,
Subject/TITLE:Subject’,

And (this was the important part!) Apply the changes and then Click on
the
"Save" button for the “[_1] highest priority tickets I own” in the Saved
Searches section of the page. Then anyone who hasn’t modified their own
At-A-Glance should show the correct information.

It’s a problem that once you’ve put the column linked to “Display” in
the
GUI Format area, you can’t tell which of the columns are links and which
aren’t and what they’re linked to…

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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
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Buy a copy at http://rtbook.bestpractical.com

Thanks Erik

That fixed the problem!!From: Peterson, Erik [mailto:epeterson@edc.org]
Sent: Tuesday, August 15, 2006 11:50 AM
To: Josh Barron
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems

Josh,

You may need to remove the “Attributes” entry for those two users. If
you
customize (even if you don’t change anything) the At-A-Glance pieces,
they’re saved as an entry in the Attributes table. I believe that
they’re
something like: Pref-RT::Attribute-27 but that may vary…

If you know the id for those users (say 28 for example), you can find it
with the following SQL:

select id, Name, Description, ObjectType, ContentType from Attributes
where
ObjectId=28 and ObjectType=‘RT::User’;

You can delete the individual Attribute with no other adverse effects.

Delete from Attributes where id=30;

(Use whatever the id really is!)

Then they should show the correct listing.

Hope that helps,
_Erik

Hi everyone.

I’ve tried to follow some of the basic solutions listed here with no
resolution.

Just to give some more testing information…
I created a new user called RTest, gave the user SU priv’s and
assigned
a ticket to him. On his RT at a Glance page, the ticket showed up
successfully and everything worked.

I copied exactly what was listed below by Erik into my RT Advanced
search criteria for the search in question, but the links still do not
show up correctly?

I’m not exactly sure how to start to follow Wills’ suggestions.

Restarting the webserver doesn’t fix the problem either.

To make it clear, ONLY 2 of the users are having this problem, and
they
have the same permissions as users that are NOT having problems.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Peterson,
Erik
Sent: Monday, August 14, 2006 5:27 PM
To: Will Maier; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link
problems

All they see is plain text for the list
of tickets. I have verified this behavior from my workstation for
all of their accounts.

We just spent half of today trying to hunt this bug down at our
site. It’s not necessarily a bug, per se, but it sure is annoying.

I also spent a while with this one today… Thought it was me, but
looks
like it’s something about modifying the System Saved Search. If you
log
in
as superuser and edit the At-A-Glance “N newest unowned tickets” or “N
highest priority tickets I own”, you should be able to “edit the
predefined
search itself”. I found the problem by choosing the “advanced” view
of
the
query.

It showed:

id/TITLE:#’,
Subject/TITLE:Subject’,
Etc.

In the second (Format) textarea…
I was able to get the correct format by changing these to:

id/TITLE:#’,
Subject/TITLE:Subject’,

And (this was the important part!) Apply the changes and then Click on
the
"Save" button for the “[_1] highest priority tickets I own” in the
Saved
Searches section of the page. Then anyone who hasn’t modified their
own
At-A-Glance should show the correct information.

It’s a problem that once you’ve put the column linked to “Display” in
the
GUI Format area, you can’t tell which of the columns are links and
which
aren’t and what they’re linked to…

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com