Bad URL formation after search a ticket

RT Users
1

Hi,

I have just upgrade de RT from 3.6.6 to 4.0.4
I have an issue with a bad formation in the URL when I search for some tickets.
To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket title and I can’t go into the ticket.
My correct URL is: http://159.23.30.240/rt/Ticket/Display.html?id=3638
But it shows: http://159.23.30.240/Ticket/Display.html?id=3638

Do you know where is the problem?

Thanks and Regards

Alberto García Pérez
alberto.garcia_perez@alcatel-lucent.commailto:alberto.garcia_perez@alcatel-lucent.com
UCM TEAM

2

I have just upgrade de RT from 3.6.6 to 4.0.4

I have an issue with a bad formation in the URL when I search for some tickets.

To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket
title and I can’t go into the ticket.

My correct URL is: http://159.23.30.240/rt/Ticket/Display.html?id=3638

But it shows: http://159.23.30.240/Ticket/Display.html?id=3638

Do you know where is the problem?

When you filed this as a bug, I said

You don’t show your config, but your Web* Config options likely
have an error.

Without the information, all we could do is guess.

-kevin

3

Hi,

What files do you need?
I attached the RT_Siteconfig.pm and the apache.conf in this email.

Thanks and Regards

Alberto García PérezDe: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] En nombre de Kevin Falcone
Enviado el: lunes, 03 de marzo de 2014 20:39
Para: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Bad URL formation after search a ticket

I have just upgrade de RT from 3.6.6 to 4.0.4

I have an issue with a bad formation in the URL when I search for some tickets.

To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket
title and I can’t go into the ticket.

My correct URL is:
http://159.23.30.240/rt/Ticket/Display.html?id=3638

But it shows: http://159.23.30.240/Ticket/Display.html?id=3638

Do you know where is the problem?

When you filed this as a bug, I said

You don’t show your config, but your Web* Config options likely have an error.

Without the information, all we could do is guess.

-kevin

apache2.conf (8.22 KB)

RT_SiteConfig.pm (1.44 KB)

4

What files do you need?
I attached the RT_Siteconfig.pm and the apache.conf in this email.

You should know that your apache.conf doesn’t actually contain your RT
apache configuration (it sucks in configuration from elsewhere in the
Debian package).

I have just upgrade de RT from 3.6.6 to 4.0.4

Was your old RT located at the root of the server or did it also use
/rt/ ?

Also, now that we know you’re using Debian packages, at least grab the
ones from backports so you have 4.0.19 rather than 4.0.4 from 2011

I have an issue with a bad formation in the URL when I search for some tickets.

To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket
title and I can’t go into the ticket.

My correct URL is:
http://159.23.30.240/rt/Ticket/Display.html?id=3638

But it shows: http://159.23.30.240/Ticket/Display.html?id=3638

If this happens on every search, rather than just some searches, I
assume you either have a bogus DefaultSearchResultFormat in your
config (but the config you sent says you don’t have that).
Alternately, you could have a bogus personal search format.

Go check Tools → Admin → Tools → System Configuration and search
for your DefaultSearchResultFormat, is should have __WebPath__s in it.

If it only happens for you, or only happens on some searches, there
are different problems it could be.

-kevin

5

Hi,

My old RT use also /rt/
It happens in every search I try.
This is my DefaultSearchFormat result:

’
'id/TITLE:#',
'Subject/TITLE:Subject',
Status,
QueueName,
OwnerName,
Priority,
'NEWLINE',
'',
'Requestors',
'CreatedRelative',
'ToldRelative',
'LastUpdatedRelative',
'TimeLeft'’

Thanks

Alberto García Pérez
alberto.garcia_perez@alcatel-lucent.comDe: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] En nombre de Kevin Falcone
Enviado el: martes, 04 de marzo de 2014 21:03
Para: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Bad URL formation after search a ticket

What files do you need?
I attached the RT_Siteconfig.pm and the apache.conf in this email.

You should know that your apache.conf doesn’t actually contain your RT apache configuration (it sucks in configuration from elsewhere in the Debian package).

I have just upgrade de RT from 3.6.6 to 4.0.4

Was your old RT located at the root of the server or did it also use /rt/ ?

Also, now that we know you’re using Debian packages, at least grab the ones from backports so you have 4.0.19 rather than 4.0.4 from 2011

I have an issue with a bad formation in the URL when I search for some tickets.

To reproduce the issue, I search a ticket or use the quick search. Then I click on the ticket
title and I can’t go into the ticket.

My correct URL is:
http://159.23.30.240/rt/Ticket/Display.html?id=3638

But it shows: http://159.23.30.240/Ticket/Display.html?id=3638

If this happens on every search, rather than just some searches, I assume you either have a bogus DefaultSearchResultFormat in your config (but the config you sent says you don’t have that).
Alternately, you could have a bogus personal search format.

Go check Tools → Admin → Tools → System Configuration and search for your DefaultSearchResultFormat, is should have __WebPath__s in it.

If it only happens for you, or only happens on some searches, there are different problems it could be.

-kevin

6

My old RT use also /rt/
It happens in every search I try.
This is my DefaultSearchFormat result:

’
'id/TITLE:#',
'Subject/TITLE:Subject',

This looks correct. You didn’t answer if this is only you or if it’s
any and all users, but one last thing you can check is your personal
search preferences. Go look in the database and find the id of the
row in the Attributes table with a Name of Pref-SearchDisplay and
Creator of your user id. Take that id and run rt-attributes-viewer id
and show it.

-kevin

7

I can’t search tickets just with my admin user.
I have executed ./rt-attributes-viewer 4 (id=4) and this is the output:

Content of attribute #4: $VAR1 = {
‘ContentType’ => ‘storable’,
‘Content’ => {
‘Order’ => ‘ASC|ASC|ASC|ASC’,
‘OrderBy’ => ‘id’,
‘Format’ => ‘' id/TITLE:#',
'Subject/TITLE:Subject',
'Status',
'QueueName',
'OwnerName',
'Priority',
'NEWLINE',
'',
'Requestors',
'CreatedRelative',
'ToldRelative',
'LastUpdatedRelative',
'TimeLeft'’,
‘RowsPerPage’ => ‘100’
},
‘Description’ => undef,
‘Name’ => ‘Pref-SearchDisplay’,
‘ObjectId’ => ‘22’,
‘ObjectType’ => ‘RT::User’
};

Thanks and Regards

Alberto García Pérez
alberto.garcia_perez@alcatel-lucent.com
UCM TEAMDe: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] En nombre de Kevin Falcone
Enviado el: miércoles, 05 de marzo de 2014 21:51
Para: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Bad URL formation after search a ticket

My old RT use also /rt/
It happens in every search I try.
This is my DefaultSearchFormat result:

’
'id/TITLE:#',
'Subject/T
ITLE:Subject',

This looks correct. You didn’t answer if this is only you or if it’s any and all users, but one last thing you can check is your personal search preferences. Go look in the database and find the id of the row in the Attributes table with a Name of Pref-SearchDisplay and Creator of your user id. Take that id and run rt-attributes-viewer id and show it.

-kevin

8

I can’t search tickets just with my admin user.

Great, that makes it clearer what the problem is.

I have executed ./rt-attributes-viewer 4 (id=4) and this is the output:

                     'Format' => '\'   <B><A HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#\',

'Subject/TITLE:Subject',

There’s your problem.

Delete from Attributes where id = 4;

and searches should start working.

-kevin

9

Right Kevin,
Great Support!!

Thanks and regards

Alberto García Pérez
alberto.garcia_perez@alcatel-lucent.com
UCM TEAMDe: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] En nombre de Kevin Falcone
Enviado el: jueves, 06 de marzo de 2014 19:16
Para: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] Bad URL formation after search a ticket

I can’t search tickets just with my admin user.

Great, that makes it clearer what the problem is.

I have executed ./rt-attributes-viewer 4 (id=4) and this is the output:

                     'Format' => '\'   <B><A HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#\',

'Subject/TITLE:Subject',

There’s your problem.

Delete from Attributes where id = 4;

and searches should start working.

-kevin

10

Hi!

I have just upgrade de RT from 3.6.6 to 4.0.4
I have an issue with the sendmail configuration. I try several tutorial but it doesn´t work for me.

Is the easy and best way to send users notifications?
How can I configure it?

Thanks and Regards

Alberto García Pérez
alberto.garcia_perez@alcatel-lucent.com