Changes to Saved Searches don't stick (RT 3.6.3 --> 3.8.1rc*)

Hi everyone,

I’m attempting to move a RT 3.6.3 install over to 3.8.1rc4. I’m having
difficulties with saved searches. My 3.6.3 server exists at hostname/
rt and the saved searches (e.g. All New & Open Tickets) have /rt/
hardcoded into the search (e.g. if I click Edit > Advanced, the second
textfield has /rt/ hardcoded into the code that generates the html
links).

My 3.8.1 server is going to be at a new hostname and located at the
root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/
with WebPath/ , as suggested by jibsheet in IRC. Here are the
steps I’m taking:

  • Log into RT as the root user.
  • From the home screen, click Edit for All New & Open Tickets)
  • Click SavedSearch (in “You can also edit the predefined search
    itself: SavedSearch”)
  • Click Advanced
  • in the lower textfield, change /rt/ to WebPath/ (screenshot: http://skitch.com/grahamb/ujri/edit-query)
  • click Apply
  • click Update
  • click Update format and Search

RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094

However… when I go back to the home screen, the links in New & Open
Tickets still refer to
http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <—
note the /rt/ is still there

To compound matters, I logged in as my regular user, which has a user-
saved search in addition to the system-saved All New & Open on the
dashboard. I was able to update the user-saved search with
WebPath/ and the changes are reflected on the home page.

So, why aren’t the changes being reflected for the system-saved
searches?

I have:

  • cleared the browser cache & cookies
  • cleared the mason cache and restarted apache

There’s nothing in the RT or apache logs to indicate any problem and
everything else seems to be OK.

Is it possible to change these saved searches directly in the database?

Thanks,
Graham.

Specs (for both the existing 3.6.3 and 3.8.1 installs; they’re on the
same machine in different Solaris zones and different apache instances):
Solaris 10 (SPARC)
Apache 2.0.55 w/ FastCGI
Perl 5.8.8
mysql 5.0.41

My upgrade path:

  • Stop the 3.6.3 install
  • Dump the database
  • Install 3.8.1rc4 into a new directory
  • Set up RT_SiteConfig.pm
  • Import the database
  • Upgrade the database with rt-setup-database --action upgrade

The above steps all complete successfully.

Graham Ballantyne
grahamb@sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC V5A 1S6
p: 778-782-2014
www.sfu.ca/icat

Hi everyone,

I’m attempting to move a RT 3.6.3 install over to 3.8.1rc4. I’m having
difficulties with saved searches. My 3.6.3 server exists at hostname/
rt and the saved searches (e.g. All New & Open Tickets) have /rt/
hardcoded into the search (e.g. if I click Edit > Advanced, the second
textfield has /rt/ hardcoded into the code that generates the html
links).

My 3.8.1 server is going to be at a new hostname and located at the
root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/
with WebPath/ , as suggested by jibsheet in IRC. Here are the
steps I’m taking:

  • Log into RT as the root user.
  • From the home screen, click Edit for All New & Open Tickets)
  • Click SavedSearch (in “You can also edit the predefined search
    itself: SavedSearch”)
  • Click Advanced
  • in the lower textfield, change /rt/ to WebPath/ (screenshot: http://skitch.com/grahamb/ujri/edit-query)
  • click Apply
  • click Update
  • click Update format and Search

RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094

However… when I go back to the home screen, the links in New & Open
Tickets still refer to
http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <—
note the /rt/ is still there

To compound matters, I logged in as my regular user, which has a user-
saved search in addition to the system-saved All New & Open on the
dashboard. I was able to update the user-saved search with
WebPath/ and the changes are reflected on the home page.

So, why aren’t the changes being reflected for the system-saved
searches?

I have:

  • cleared the browser cache & cookies
  • cleared the mason cache and restarted apache

There’s nothing in the RT or apache logs to indicate any problem and
everything else seems to be OK.

Is it possible to change these saved searches directly in the database?

Thanks,
Graham.

Specs (for both the existing 3.6.3 and 3.8.1 installs; they’re on the
same machine in different Solaris zones and different apache instances):
Solaris 10 (SPARC)
Apache 2.0.55 w/ FastCGI
Perl 5.8.8
mysql 5.0.41

My upgrade path:

  • Stop the 3.6.3 install
  • Dump the database
  • Install 3.8.1rc4 into a new directory
  • Set up RT_SiteConfig.pm
  • Import the database
  • Upgrade the database with rt-setup-database --action upgrade

The above steps all complete successfully.

Graham Ballantyne
grahamb@sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC V5A 1S6
p: 778-782-2014
www.sfu.ca/icat

A followup:

I tried to resolve the issue by creating a new system-level saved
search called “All New and Open Tickets”. I deleted the old “All New &
Open Tickets” and under Configuration > Global > RT at a Glance set
the body to be Bookmarked Tickets and All New and Open Tickets.

Two different things happened:
1: For existing users: Instead of the new search, RT displays
"Predefined search All New & Open Tickets not found" or "Either you
have no rights to view saved search RT::User-31974-SavedSearch-53 or
identifier is incorrectPredefined search All New & Open Tickets not
found"
Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance

If I go to the user preferences and add the search to RT at a Glance
from there, the search appears.

  1. For new users: No error message, but the search still doesn’t
    appear. Again, adding it from the user-level prefs works.

So, it appears that the global preferences aren’t being respected. Any
ideas of why that might happen?

We have a fairly small number of users, so I could change this
manually for each during the upgrade (can this be done through the
database?), but I’d rather do it the right way.

Any assistance would be gratefully appreciated – this is one of the
few things holding up an upgrade.

Thanks!
Graham.On 13-Aug-08, at 18:32 , Graham Ballantyne wrote:

Hi everyone,

I’m attempting to move a RT 3.6.3 install over to 3.8.1rc4. I’m having
difficulties with saved searches. My 3.6.3 server exists at hostname/
rt and the saved searches (e.g. All New & Open Tickets) have /rt/
hardcoded into the search (e.g. if I click Edit > Advanced, the second
textfield has /rt/ hardcoded into the code that generates the html
links).

My 3.8.1 server is going to be at a new hostname and located at the
root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/
with WebPath/ , as suggested by jibsheet in IRC. Here are the
steps I’m taking:

  • Log into RT as the root user.
  • From the home screen, click Edit for All New & Open Tickets)
  • Click SavedSearch (in “You can also edit the predefined search
    itself: SavedSearch”)
  • Click Advanced
  • in the lower textfield, change /rt/ to WebPath/ (screenshot: http://skitch.com/grahamb/ujri/edit-query)
  • click Apply
  • click Update
  • click Update format and Search

RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094

However… when I go back to the home screen, the links in New & Open
Tickets still refer to
http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <—
note the /rt/ is still there

To compound matters, I logged in as my regular user, which has a user-
saved search in addition to the system-saved All New & Open on the
dashboard. I was able to update the user-saved search with
WebPath/ and the changes are reflected on the home page.

So, why aren’t the changes being reflected for the system-saved
searches?

I have:

  • cleared the browser cache & cookies
  • cleared the mason cache and restarted apache

There’s nothing in the RT or apache logs to indicate any problem and
everything else seems to be OK.

Is it possible to change these saved searches directly in the
database?

Thanks,
Graham.


Specs (for both the existing 3.6.3 and 3.8.1 installs; they’re on the
same machine in different Solaris zones and different apache
instances):
Solaris 10 (SPARC)
Apache 2.0.55 w/ FastCGI
Perl 5.8.8
mysql 5.0.41

My upgrade path:

  • Stop the 3.6.3 install
  • Dump the database
  • Install 3.8.1rc4 into a new directory
  • Set up RT_SiteConfig.pm
  • Import the database
  • Upgrade the database with rt-setup-database --action upgrade

The above steps all complete successfully.


Graham Ballantyne
grahamb@sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC V5A 1S6
p: 778-782-2014
www.sfu.ca/icat


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

Graham Ballantyne
grahamb@sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC V5A 1S6
p: 778-782-2014
www.sfu.ca/icat

Graham,

I have a question. You mentioned that you do not have many users. Are 

they in any groups? Were these searches created by those group members
and saved as group searches or as general RT searches?

Kenn
LBNLOn 8/14/2008 12:50 PM, Graham Ballantyne wrote:

A followup:

I tried to resolve the issue by creating a new system-level saved
search called “All New and Open Tickets”. I deleted the old “All New &
Open Tickets” and under Configuration > Global > RT at a Glance set
the body to be Bookmarked Tickets and All New and Open Tickets.

Two different things happened:
1: For existing users: Instead of the new search, RT displays
"Predefined search All New & Open Tickets not found" or "Either you
have no rights to view saved search RT::User-31974-SavedSearch-53 or
identifier is incorrectPredefined search All New & Open Tickets not
found"
Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance

If I go to the user preferences and add the search to RT at a Glance
from there, the search appears.

  1. For new users: No error message, but the search still doesn’t
    appear. Again, adding it from the user-level prefs works.

So, it appears that the global preferences aren’t being respected. Any
ideas of why that might happen?

We have a fairly small number of users, so I could change this
manually for each during the upgrade (can this be done through the
database?), but I’d rather do it the right way.

Any assistance would be gratefully appreciated – this is one of the
few things holding up an upgrade.

Thanks!
Graham.

On 13-Aug-08, at 18:32 , Graham Ballantyne wrote:

Hi everyone,

I’m attempting to move a RT 3.6.3 install over to 3.8.1rc4. I’m having
difficulties with saved searches. My 3.6.3 server exists at hostname/
rt and the saved searches (e.g. All New & Open Tickets) have /rt/
hardcoded into the search (e.g. if I click Edit > Advanced, the second
textfield has /rt/ hardcoded into the code that generates the html
links).

My 3.8.1 server is going to be at a new hostname and located at the
root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/
with WebPath/ , as suggested by jibsheet in IRC. Here are the
steps I’m taking:

  • Log into RT as the root user.
  • From the home screen, click Edit for All New & Open Tickets)
  • Click SavedSearch (in “You can also edit the predefined search
    itself: SavedSearch”)
  • Click Advanced
  • in the lower textfield, change /rt/ to WebPath/ (screenshot: http://skitch.com/grahamb/ujri/edit-query)
  • click Apply
  • click Update
  • click Update format and Search

RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094

However… when I go back to the home screen, the links in New & Open
Tickets still refer to
http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 <—
note the /rt/ is still there

To compound matters, I logged in as my regular user, which has a user-
saved search in addition to the system-saved All New & Open on the
dashboard. I was able to update the user-saved search with
WebPath/ and the changes are reflected on the home page.

So, why aren’t the changes being reflected for the system-saved
searches?

I have:

  • cleared the browser cache & cookies
  • cleared the mason cache and restarted apache

There’s nothing in the RT or apache logs to indicate any problem and
everything else seems to be OK.

Is it possible to change these saved searches directly in the
database?

Thanks,
Graham.


Specs (for both the existing 3.6.3 and 3.8.1 installs; they’re on the
same machine in different Solaris zones and different apache
instances):
Solaris 10 (SPARC)
Apache 2.0.55 w/ FastCGI
Perl 5.8.8
mysql 5.0.41

My upgrade path:

  • Stop the 3.6.3 install
  • Dump the database
  • Install 3.8.1rc4 into a new directory
  • Set up RT_SiteConfig.pm
  • Import the database
  • Upgrade the database with rt-setup-database --action upgrade

The above steps all complete successfully.


Graham Ballantyne
grahamb@sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC V5A 1S6
p: 778-782-2014
www.sfu.ca/icat


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

Hi Ken,

Yes, we use groups. We have several queues set up for different campus
groups and use groups to control access to the queues. The search I’m
concerned with is the system-level All New & Open Tickets. User-
defined queries seem OK; I have one that I created for myself and I
was able to update it from /rt/ to WebPath/.

Cheers,
Graham.On 14-Aug-08, at 13:02 , Kenneth Crocker wrote:

Graham,

I have a question. You mentioned that you do not have many users.
Are they in any groups? Were these searches created by those group
members and saved as group searches or as general RT searches?

Kenn
LBNL

On 8/14/2008 12:50 PM, Graham Ballantyne wrote:

A followup:
I tried to resolve the issue by creating a new system-level saved
search called “All New and Open Tickets”. I deleted the old “All
New & Open Tickets” and under Configuration > Global > RT at a
Glance set the body to be Bookmarked Tickets and All New and Open
Tickets.
Two different things happened:
1: For existing users: Instead of the new search, RT displays
"Predefined search All New & Open Tickets not found" or "Either
you have no rights to view saved search RT::User-31974-
SavedSearch-53 or identifier is incorrectPredefined search All New
& Open Tickets not found"
Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance
If I go to the user preferences and add the search to RT at a
Glance from there, the search appears.
2. For new users: No error message, but the search still doesn’t
appear. Again, adding it from the user-level prefs works.
So, it appears that the global preferences aren’t being respected.
Any ideas of why that might happen?
We have a fairly small number of users, so I could change this
manually for each during the upgrade (can this be done through the
database?), but I’d rather do it the right way.
Any assistance would be gratefully appreciated – this is one of
the few things holding up an upgrade.
Thanks!
Graham.
On 13-Aug-08, at 18:32 , Graham Ballantyne wrote:

Hi everyone,

I’m attempting to move a RT 3.6.3 install over to 3.8.1rc4. I’m
having
difficulties with saved searches. My 3.6.3 server exists at
hostname/
rt and the saved searches (e.g. All New & Open Tickets) have /rt/
hardcoded into the search (e.g. if I click Edit > Advanced, the
second
textfield has /rt/ hardcoded into the code that generates the html
links).

My 3.8.1 server is going to be at a new hostname and located at the
root. I have tried editing the searches (in 3.8.1rc4) to replace /
rt/
with WebPath/ , as suggested by jibsheet in IRC. Here are the
steps I’m taking:

  • Log into RT as the root user.
  • From the home screen, click Edit for All New & Open Tickets)
  • Click SavedSearch (in “You can also edit the predefined search
    itself: SavedSearch”)
  • Click Advanced
  • in the lower textfield, change /rt/ to WebPath/
    (screenshot: http://skitch.com/grahamb/ujri/edit-query)
  • click Apply
  • click Update
  • click Update format and Search

RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094

However… when I go back to the home screen, the links in New &
Open
Tickets still refer to
http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857
<—
note the /rt/ is still there

To compound matters, I logged in as my regular user, which has a
user-
saved search in addition to the system-saved All New & Open on the
dashboard. I was able to update the user-saved search with
WebPath/ and the changes are reflected on the home page.

So, why aren’t the changes being reflected for the system-saved
searches?

I have:

  • cleared the browser cache & cookies
  • cleared the mason cache and restarted apache

There’s nothing in the RT or apache logs to indicate any problem and
everything else seems to be OK.

Is it possible to change these saved searches directly in the
database?

Thanks,
Graham.


Specs (for both the existing 3.6.3 and 3.8.1 installs; they’re on
the
same machine in different Solaris zones and different apache
instances):
Solaris 10 (SPARC)
Apache 2.0.55 w/ FastCGI
Perl 5.8.8
mysql 5.0.41

My upgrade path:

  • Stop the 3.6.3 install
  • Dump the database
  • Install 3.8.1rc4 into a new directory
  • Set up RT_SiteConfig.pm
  • Import the database
  • Upgrade the database with rt-setup-database --action upgrade

The above steps all complete successfully.


Graham Ballantyne
grahamb@sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC V5A 1S6
p: 778-782-2014
www.sfu.ca/icat


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

Graham Ballantyne
grahamb@sfu.ca

Institutional, Collaborative & Academic Technologies
IT Services

Simon Fraser University
Burnaby, BC V5A 1S6
p: 778-782-2014
www.sfu.ca/icat