Bug making tickets revert to owner 'nobody'

(Bcc: to rt-bugs)

I received a complaint that RT was reverting tickets to owner ‘nobody’ on
replying to a ticket via a certain path.

I dug around and I think I have found the source, a bit of a problem the
way Tickets/Update.html calls Elements/SelectOwner and doesn’t set the
default the way SelectOwner likes it which makes the selector revert to
’Nobody’ as default (being the first choice).

I made local versions of those two files which seem to fix the problem (I
asked the local users to test it).

I’m not convinced this is the ‘clean’ or ‘right’ way to fix this problem,
but it works for us at the moment. It looks like the interface to
Elements/SelectOnwer is in a bit of change, making things confused.

Patches attached.

                                      Koos van den Hout

Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers
koos@kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?)
Fax +31-30-2817051 Camp Wireless, wireless Internet access /\
http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ __V

rt-Elements-SelectOwner.diff (658 Bytes)

rt-Ticket-Update.html.diff (1.08 KB)

(Bcc: to rt-bugs)

I received a complaint that RT was reverting tickets to owner ‘nobody’ on
replying to a ticket via a certain path.

Koos,
What version of RT are you working with?

Jesse

Quoting Jesse Vincent who wrote on Tue, Jan 04, 2005 at 12:46:41PM -0500:

I received a complaint that RT was reverting tickets to owner ‘nobody’ on
replying to a ticket via a certain path.

Koos,
What version of RT are you working with?

rt-3.2.2 (latest and greatest)

it was a ‘make upgrade’ from an rt-3-0-7 install.

                                             Koos van den Hout

Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers
koos@kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?)
Fax +31-30-2817051 Camp Wireless, wireless Internet access /\
http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ __V

(Bcc: to rt-bugs)

I received a complaint that RT was reverting tickets to owner ‘nobody’ on
replying to a ticket via a certain path.

By “Certain path” do you mean any reply or comment?

Quoting Jesse Vincent who wrote on Tue, Jan 04, 2005 at 03:07:48PM -0500:

I received a complaint that RT was reverting tickets to owner ‘nobody’ on
replying to a ticket via a certain path.

By “Certain path” do you mean any reply or comment?

I mean a certain path of execution. This particular user does not like ‘RT
Home’ so he clicks on the number of new tickets in the queue (and reloads
that)

this results in the search

/Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=4&RowsPerPage=50&NewSearch=1

then he picks a ticket ( /Ticket/Display.html?id=2045 ), selects ‘Take’ (
/Ticket/Display.html?Action=Take&id=2045 ) and ‘Reply’ (
/Ticket/Update.html?id=2045&QuoteTransaction=11603&Action=Respond
)

there the ‘nobody’ owner showed (which shouldn’t happen after the ‘take’)

                                        Koos

Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers
koos@kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?)
Fax +31-30-2817051 Camp Wireless, wireless Internet access /\
http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ __V

then he picks a ticket ( /Ticket/Display.html?id=2045 ), selects ‘Take’ (
/Ticket/Display.html?Action=Take&id=2045 ) and ‘Reply’ (
/Ticket/Update.html?id=2045&QuoteTransaction=11603&Action=Respond
)

there the ‘nobody’ owner showed (which shouldn’t happen after the ‘take’)
This is a display bug caused by DBIx::SearchBuilder < 1.15; upgrade to a
newer version of DBIx::SearchBuilder to fix this. Alternatively, since
this is caused by a race condition, wait for a short second between the
"Take" and the “Reply”.

  • Alex