Global Config for "RT at a glance" not taking effect

Hi all -

Sorry to repost this problem, but I’m hoping with a better subject more
people will read it!

This problem came about because I wanted to be able to add a new Element (I
think that’s the proper term) on my RT at a glance page full of helpful
links for our desk workers (i.e., blackboard, wireless management,
directory, res hall registration admin stuff).

You can view the original thread here if need be:
http://www.gossamer-threads.com/lists/rt/users/93118

http://www.gossamer-threads.com/lists/rt/users/93118With help from some
people I was successfully able to get a “Links” element on the RT at a
glance page; that however seemed to break the “QuickSearch” element. So, I
undid everything I did to try to get back to where I started. Now, however,
any changes I make in global config for RT at a glance (both summary and
body) do not take effect for any users that login. I’ve cleared the mason
data, I’ve restarted apache, I’ve rebooted the server, I’ve cleared my
browsers cache, I’ve tried different machines with different browsers,
nothing works. The only good news, I guess, is that when people login, they
can go to their individual preferences and make changes to RT at a glance,
and those changes take effect.

All changes I made in RT_SiteConfig.pm have been commented out, no
permissions were changed or anything like that…

Can anybody help me?

Thanks!

(Again…very sorry to repost this…)
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

Max,

Sounds like an interesting conundrum. I’ll bite.

When you say individuals can change their preferences and they DO take
effect? But the Global defaults don’t? OR are you saying the Global
defaults work but when you make changes to those defaults they don’t take
effect?

Also, when you say you commented out the changes you made in RT_SiteConfig,
there are some settings you DO need, but they just need to be like they were
before you added the links part.

And one more thing, when you say you made changes to add these links, did
you have to create any local versions of a directory/file? If so, did
you make a copy of the original local directory/file before modifying
it? When I make changes for a local file, I always copy the share version
over. Then if I make further changes to the local file, I always rename the
older one file_old.html (or whatever). That way I always preserve an
original set of code.

Looking forward to your answers.

Kenn
LBNLOn Thu, Apr 29, 2010 at 10:21 AM, Max McGrath mmcgrath@carthage.edu wrote:

Hi all -

Sorry to repost this problem, but I’m hoping with a better subject more
people will read it!

This problem came about because I wanted to be able to add a new Element (I
think that’s the proper term) on my RT at a glance page full of helpful
links for our desk workers (i.e., blackboard, wireless management,
directory, res hall registration admin stuff).

You can view the original thread here if need be:
http://www.gossamer-threads.com/lists/rt/users/93118

http://www.gossamer-threads.com/lists/rt/users/93118With help from some
people I was successfully able to get a “Links” element on the RT at a
glance page; that however seemed to break the “QuickSearch” element. So, I
undid everything I did to try to get back to where I started. Now, however,
any changes I make in global config for RT at a glance (both summary and
body) do not take effect for any users that login. I’ve cleared the mason
data, I’ve restarted apache, I’ve rebooted the server, I’ve cleared my
browsers cache, I’ve tried different machines with different browsers,
nothing works. The only good news, I guess, is that when people login, they
can go to their individual preferences and make changes to RT at a glance,
and those changes take effect.

All changes I made in RT_SiteConfig.pm have been commented out, no
permissions were changed or anything like that…

Can anybody help me?

Thanks!

(Again…very sorry to repost this…)

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

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

Thank you Kenn! But I think I just figured it out! Let me try to explain
what was going on…

I added the line below to my RT_SiteConfig.

Set($HomepageComponents, [qw(
QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders
RefreshHomepage Dashboards Links)]);

That then gave me the option to add “Links” (a file I created at
$RTHOME/local/html/Elements/Links) to my RT at a glance. The "Links"
element worked fine after that, but my “QuickSearch” element was now broken.
So, while I was logged into the root account and my personal account, I
made changes to RT at a glance at the user level for those accounts – I
didn’t change it at the Global level yet – basically I didn’t know what I
was doing!!

Basically, what I’m seeing is, when you edit the RT at a glance at a user
level – that user has “Opted Out” of the global changes. Once you choose
"Reset to Default" in RT at a glance at the user level (and log out and log
in) you then take on the Global changes again!

Make sense?

I guess I can now go back to my original question and ask how to get helpful
links available our HelpDesk users RT at a glance. As I mentioned, how I
did was before was perfect(!) except for that it broke the QuickSearch
element.

Max

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Thu, Apr 29, 2010 at 1:12 PM, Kenneth Crocker kfcrocker@lbl.gov wrote:

Max,

Sounds like an interesting conundrum. I’ll bite.

When you say individuals can change their preferences and they DO take
effect? But the Global defaults don’t? OR are you saying the Global
defaults work but when you make changes to those defaults they don’t
take effect?

Also, when you say you commented out the changes you made in RT_SiteConfig,
there are some settings you DO need, but they just need to be like they were
before you added the links part.

And one more thing, when you say you made changes to add these links, did
you have to create any local versions of a directory/file? If so, did
you make a copy of the original local directory/file before modifying
it? When I make changes for a local file, I always copy the share version
over. Then if I make further changes to the local file, I always rename the
older one file_old.html (or whatever). That way I always preserve an
original set of code.

Looking forward to your answers.

Kenn
LBNL

On Thu, Apr 29, 2010 at 10:21 AM, Max McGrath mmcgrath@carthage.eduwrote:

Hi all -

Sorry to repost this problem, but I’m hoping with a better subject more
people will read it!

This problem came about because I wanted to be able to add a new Element
(I think that’s the proper term) on my RT at a glance page full of helpful
links for our desk workers (i.e., blackboard, wireless management,
directory, res hall registration admin stuff).

You can view the original thread here if need be:
http://www.gossamer-threads.com/lists/rt/users/93118

http://www.gossamer-threads.com/lists/rt/users/93118With help from
some people I was successfully able to get a “Links” element on the RT at a
glance page; that however seemed to break the “QuickSearch” element. So, I
undid everything I did to try to get back to where I started. Now, however,
any changes I make in global config for RT at a glance (both summary and
body) do not take effect for any users that login. I’ve cleared the mason
data, I’ve restarted apache, I’ve rebooted the server, I’ve cleared my
browsers cache, I’ve tried different machines with different browsers,
nothing works. The only good news, I guess, is that when people login, they
can go to their individual preferences and make changes to RT at a glance,
and those changes take effect.

All changes I made in RT_SiteConfig.pm have been commented out, no
permissions were changed or anything like that…

Can anybody help me?

Thanks!

(Again…very sorry to repost this…)

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

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

Thank you Kenn! But I think I just figured it out! Let me try to
explain what was going on…

I added the line below to my RT_SiteConfig.

Set($HomepageComponents, [qw(
QuickCreate QuickSearch MyAdminQueues MySupportQueues
MyReminders RefreshHomepage Dashboards Links)]);

That then gave me the option to add “Links” (a file I created at
$RTHOME/local/html/Elements/Links) to my RT at a glance. The "Links"
element worked fine after that, but my “QuickSearch” element was now
broken. So, while I was logged into the root account and my personal
account, I made changes to RT at a glance at the user level for those
accounts – I didn’t change it at the Global level yet – basically I
didn’t know what I was doing!!

Basically, what I’m seeing is, when you edit the RT at a glance at a
user level – that user has “Opted Out” of the global changes. Once
you choose “Reset to Default” in RT at a glance at the user level (and
log out and log in) you then take on the Global changes again!

Make sense?

I guess I can now go back to my original question and ask how to get
helpful links available our HelpDesk users RT at a glance. As I
mentioned, how I did was before was perfect(!) except for that it
broke the QuickSearch element.

Max


Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu mailto:mmcgrath@carthage.edu
It’s Quicksearch, not QuickSearch.

Jeff

Geez…

Good find Jeff!!

Everything is perfect now!

Thank you everybody!!!
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Thu, Apr 29, 2010 at 1:55 PM, Jeff Voskamp javoskam@uwaterloo.ca wrote:

On 04/29/2010 02:43 PM, Max McGrath wrote:

Thank you Kenn! But I think I just figured it out! Let me try to explain
what was going on…

I added the line below to my RT_SiteConfig.

Set($HomepageComponents, [qw(
QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders
RefreshHomepage Dashboards Links)]);

That then gave me the option to add “Links” (a file I created at
$RTHOME/local/html/Elements/Links) to my RT at a glance. The "Links"
element worked fine after that, but my “QuickSearch” element was now broken.
So, while I was logged into the root account and my personal account, I
made changes to RT at a glance at the user level for those accounts – I
didn’t change it at the Global level yet – basically I didn’t know what I
was doing!!

Basically, what I’m seeing is, when you edit the RT at a glance at a user
level – that user has “Opted Out” of the global changes. Once you choose
"Reset to Default" in RT at a glance at the user level (and log out and log
in) you then take on the Global changes again!

Make sense?

I guess I can now go back to my original question and ask how to get
helpful links available our HelpDesk users RT at a glance. As I mentioned,
how I did was before was perfect(!) except for that it broke the QuickSearch
element.

Max


Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu mailto:mmcgrath@carthage.edu

It’s Quicksearch, not QuickSearch.

Jeff