10 highest priority

RT Users
1

Hi all,

I upgraded from RT 3.6.1 to 3.6.3 last night. Well, what I actually
did was “make install” over the previous version after I backed up the
original directory first. I did some testing after the upgrade, and
everything checked out.

Today, I started getting reports that, when selecting the “10 highest
priority tickets I own”, instead of it showing 25/50/100/etc tickets,
the results are always limited to 10. Which is annoying to folks with
many tickets, since they now have to page more to get to the rest.

If I “Edit” 10 highest priority tickets, and change the “rows per page”
on that screen, nothing changes.

If I select the “Search - My Tickets” link, change the rows per page
there and save, nothing happens.

If I select 10 highest priority tickets and get to the results page,
then “edit search”, it shows 10 rows per page.

I can change that, do a search, and get more than 10 results, but if I
then go back to the “At a Glance” page and start over, the rows per page
is back to 10.

I’m not getting any other problem reports, this seems to be it. If I do
a “Quick Search” on one of the queues, I get 50 results, as expected for
that particular one.

Any idea if something changed, or maybe I broke something during the
upgrade? This is my first attempt at an upgrade, I usually do a clean
install.

Any help would be greatly appreciated.

Thanks!

Patrick Turner

Sysems Administrator - Corporate Operations

Marchex, Inc.

t 206.331.3492

e pturner@marchex.com mailto:jsparrow@marchex.com

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2

Click “Edit” in the top blue bar at the right (NOT in the “10 highest priority”,
but in the far right of the very top blue bar.)

Scroll to bottom. See where it says “Rows per box” ? Set it there.

bobg

3

Scroll to bottom. See where it says “Rows per box” ? Set it there.

Do you mean Rows per Page ?

I’ve got it set to Unlimited and it’s displaying more than 10 that’s for
sure (I had 15 tickets the other day and it was fine), but it’s a bit
odd it says 20 highest tickets in the top of the box.

What I am having trouble with might be related, when doing a Ticket
Search say for a report, if I set it to Unlimited to make a big long
page, I get page lengths of 50 tickets and a Next link down the bottom.
Not major, but it would be nice to have that work for printing
everything quickly.

  • Scott
4

I looked at that option too, but that’s not the one.
That increases the number of tickets shown on the Home page.

What I meant was when you click on the “ highest priority tickets I
own” used to be* customizable and would show 25/50/whatever the user
selected. So even though the home page is limited to 10 (by default),
the link would take you to the larger list.

I took a quick look at the code and there’s this:
share/html/Search/Results.html:

Some forms pass in “RowsPerPage” rather than “Rows”

We call it RowsPerPage everywhere else.

if ( !$Rows && $ARGS{‘RowsPerPage’} ) {
$Rows = $ARGS{‘RowsPerPage’};
}
elsif ( !$Rows && defined $prefs->{‘RowsPerPage’} ) {
$Rows = $prefs->{‘RowsPerPage’};
}
else {
$Rows ||= 50;
}

If I copy the URL that gets generated when clicking on “highest
priority”, I get this:
https://rt.marchex.com/Search/Results.html?Order=ASC|ASC|ASC|ASC&Q
uery=%20Owner%20%3D%20’270196’%20AND%20%20(%20%20Status%20%3D%20’new’%20
OR%20Status%20%3D%20’open’%20)&Rows=10&OrderBy=id&Format=‘%3Ca%20href%3D
%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%
3A%23’%2C%0A’%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%
3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject’%2C%0A’Priority’%2C%0A’Q
ueueName’%2C%0A’ExtendedStatus’&RowsPerPage=100

Notice the RowsPerPage=100 and Rows=10.

If I manually change Rows=10 to a higher value, it changes what’s
displayed, but otherwise it’s limited to 10. Which makes sense, since
Rows trumps RowsPerPage in the code. I guess the question is: why can
I not change the “Rows” definition? Or, if it should take the last
argument and the initial, default “Rows” is always 10, then
“RowsPerPage” really just needs to be “Rows” and it’ll work as desired.

*I honestly didn’t use this feature much, since I try to keep my tickets
in the 10 or less range and not have these particular issues, so I have
to trust what my users are telling me. :slight_smile:

Patrick Turner
Sysems Administrator - Corporate Operations
Marchex, Inc.

t 206.331.3492
e pturner@marchex.com

-----Original Message-----
From: Scott Golby [mailto:sgolby@freshdirect.com]
Sent: Friday, January 19, 2007 8:22 AM
To: Bob Goldstein; Patrick Turner
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] 10 highest priority

Scroll to bottom. See where it says “Rows per box” ? Set it there.

Do you mean Rows per Page ?

I’ve got it set to Unlimited and it’s displaying more than 10 that’s
for
sure (I had 15 tickets the other day and it was fine), but it’s a bit
odd it says 20 highest tickets in the top of the box.

What I am having trouble with might be related, when doing a Ticket
Search say for a report, if I set it to Unlimited to make a big long
page, I get page lengths of 50 tickets and a Next link down the
bottom.

5

But where does Rows get defined at?

Patrick Turner wrote: