Issue with RT::Extension::MoveRules? Perhaps a bug in 4.0.X?

All,

Running RT v4.0.5 w/MoveRules v0.01 enabled (see below for config details) we see the following troublesome behavior.

When clicking on “Basics” or “Jumbo” within a ticket, the dropdown list showing the current Queue seems to be reset to the ‘first’ (alphabetically) enabled queue. This is problematic, as any user who is updating a custom field must also be certain to re-submit the correct queue when saving, else - the ticket will magically disappear from the correct queue and land in the first enabled queue. Attached are screenshots showing the incorrect behavior.

In the example screenshots, Ticket #106 is in the “Tier 2” queue. When clicking on either Basic or Jumbo to modify the ticket CFs, you will see that the queue dropdown reverts to the first enabled queue. In this case it is “Tier 1”.

Disabling MoveRules seems to fix the issue when modifying via Basic; however, when using Jumbo the problem still exists ?!?!

Any assistance resolving this would be greatly appreciated! Please let me know if I can provide any further details/explanation on this…

Thanks in advance,
-Shane
Here’s the MoveRules section of RT_SiteConfig.pm:

Configuration for MoveRules

Set( @MoveRules,
# From 1. Tier 1 - Help Desk -> Other Queues
{
From => ‘1. Tier 1 - Help Desk’,
To => ‘2. Tier 2 - Service Desk’,
ShowAction => 1,
},
{
From => ‘1. Tier 1 - Help Desk’,
To => ‘3. Tier 3 - Service Desk’,
ShowAction => 1,
},

    # From 2. Tier 2 - Service Desk -> Other Queues
    {
            From    => '2. Tier 2 - Service Desk',
            To      => '1. Tier 1 - Help Desk',
            ShowAction => 1,
    },
    {
            From    => '2. Tier 2 - Service Desk',
            To      => '3. Tier 3 - Service Desk',
            ShowAction => 1,
    },

    # From 3. Tier 3 - Service Desk -> Other Queues
    {
            From    => '3. Tier 3 - Service Desk',
            To      => '2. Tier 2 - Service Desk',
            ShowAction => 1,
    },
    {
            From    => '3. Tier 3 - Service Desk',
            To      => '1. Tier 1 - Help Desk',
            ShowAction => 1,
    },

    # From 4. Data - Service Desk -> Other Queues
    {
            From    => '4. Data - Service Desk',
            To      => '4. Data - Service Desk',
            ShowAction => 1,
    },

    # From 5. IT - Service Desk -> Other Queues
    {
            From    => '5. IT - Service Desk',
            To      => '6. IT - Service Delivery',
            ShowAction => 1,
    },

    # From 7, Change Management -> Other Queues
    {
            From    => '7. Change Management',
            To      => '8. Release Management',
            ShowAction => 1,
    },

    # From 8. Release Management -> Other Queues
    {
            From    => '8. Release Management',
            To      => '9. Continual Improvement',
            ShowAction => 1,
    }

);

End Configuration for MoveRules

Hi,

Is this only happens for Jumbo page or Basics is also affected?On Fri, May 18, 2012 at 12:55 AM, Shane Painter spainter@rw3.com wrote:

All,

Running RT v4.0.5 w/MoveRules v0.01 enabled (see below for config details)
we see the following troublesome behavior.

When clicking on “Basics” or “Jumbo” within a ticket, the dropdown list
showing the current Queue seems to be reset to the ‘first’ (alphabetically)
enabled queue. This is problematic, as any user who is updating a custom
field must also be certain to re-submit the correct queue when saving, else
– the ticket will magically disappear from the correct queue and land in the
first enabled queue. Attached are screenshots showing the incorrect
behavior.

In the example screenshots, Ticket #106 is in the “Tier 2” queue. When
clicking on either Basic or Jumbo to modify the ticket CFs, you will see
that the queue dropdown reverts to the first enabled queue. In this case it
is “Tier 1”.

Disabling MoveRules seems to fix the issue when modifying via Basic;
however, when using Jumbo the problem still exists ?!?!

Any assistance resolving this would be greatly appreciated! Please let me
know if I can provide any further details/explanation on this…

Thanks in advance,

-Shane


Here’s the MoveRules section of RT_SiteConfig.pm:

Configuration for MoveRules

Set( @MoveRules,

    # From 1. Tier 1 - Help Desk -> Other Queues

    {

            From    => '1. Tier 1 - Help Desk',

            To      => '2. Tier 2 - Service Desk',

            ShowAction => 1,

    },

    {

            From    => '1. Tier 1 - Help Desk',

            To      => '3. Tier 3 - Service Desk',

            ShowAction => 1,

    },



    # From 2. Tier 2 - Service Desk -> Other Queues

    {

            From    => '2. Tier 2 - Service Desk',

            To      => '1. Tier 1 - Help Desk',

            ShowAction => 1,

    },

    {

            From    => '2. Tier 2 - Service Desk',

            To      => '3. Tier 3 - Service Desk',

            ShowAction => 1,

    },



    # From 3. Tier 3 - Service Desk -> Other Queues

    {

            From    => '3. Tier 3 - Service Desk',

            To      => '2. Tier 2 - Service Desk',

            ShowAction => 1,

    },

    {

            From    => '3. Tier 3 - Service Desk',

            To      => '1. Tier 1 - Help Desk',

            ShowAction => 1,

    },



    # From 4. Data - Service Desk -> Other Queues

    {

            From    => '4. Data - Service Desk',

            To      => '4. Data - Service Desk',

            ShowAction => 1,

    },



    # From 5. IT - Service Desk -> Other Queues

    {

            From    => '5. IT - Service Desk',

            To      => '6. IT - Service Delivery',

            ShowAction => 1,

    },



    # From 7, Change Management -> Other Queues

    {

            From    => '7. Change Management',

            To      => '8. Release Management',

            ShowAction => 1,

    },



    # From 8. Release Management -> Other Queues

    {

            From    => '8. Release Management',

            To      => '9. Continual Improvement',

            ShowAction => 1,

    }

);

End Configuration for MoveRules

Best regards, Ruslan.

Sorry, found answer.On Mon, May 28, 2012 at 9:47 PM, Ruslan Zakirov ruz@bestpractical.com wrote:

Hi,

Is this only happens for Jumbo page or Basics is also affected?

On Fri, May 18, 2012 at 12:55 AM, Shane Painter spainter@rw3.com wrote:

All,

Running RT v4.0.5 w/MoveRules v0.01 enabled (see below for config details)
we see the following troublesome behavior.

When clicking on “Basics” or “Jumbo” within a ticket, the dropdown list
showing the current Queue seems to be reset to the ‘first’ (alphabetically)
enabled queue. This is problematic, as any user who is updating a custom
field must also be certain to re-submit the correct queue when saving, else
– the ticket will magically disappear from the correct queue and land in the
first enabled queue. Attached are screenshots showing the incorrect
behavior.

In the example screenshots, Ticket #106 is in the “Tier 2” queue. When
clicking on either Basic or Jumbo to modify the ticket CFs, you will see
that the queue dropdown reverts to the first enabled queue. In this case it
is “Tier 1”.

Disabling MoveRules seems to fix the issue when modifying via Basic;
however, when using Jumbo the problem still exists ?!?!

Any assistance resolving this would be greatly appreciated! Please let me
know if I can provide any further details/explanation on this…

Thanks in advance,

-Shane


Here’s the MoveRules section of RT_SiteConfig.pm:

Configuration for MoveRules

Set( @MoveRules,

    # From 1. Tier 1 - Help Desk -> Other Queues

    {

            From    => '1. Tier 1 - Help Desk',

            To      => '2. Tier 2 - Service Desk',

            ShowAction => 1,

    },

    {

            From    => '1. Tier 1 - Help Desk',

            To      => '3. Tier 3 - Service Desk',

            ShowAction => 1,

    },



    # From 2. Tier 2 - Service Desk -> Other Queues

    {

            From    => '2. Tier 2 - Service Desk',

            To      => '1. Tier 1 - Help Desk',

            ShowAction => 1,

    },

    {

            From    => '2. Tier 2 - Service Desk',

            To      => '3. Tier 3 - Service Desk',

            ShowAction => 1,

    },



    # From 3. Tier 3 - Service Desk -> Other Queues

    {

            From    => '3. Tier 3 - Service Desk',

            To      => '2. Tier 2 - Service Desk',

            ShowAction => 1,

    },

    {

            From    => '3. Tier 3 - Service Desk',

            To      => '1. Tier 1 - Help Desk',

            ShowAction => 1,

    },



    # From 4. Data - Service Desk -> Other Queues

    {

            From    => '4. Data - Service Desk',

            To      => '4. Data - Service Desk',

            ShowAction => 1,

    },



    # From 5. IT - Service Desk -> Other Queues

    {

            From    => '5. IT - Service Desk',

            To      => '6. IT - Service Delivery',

            ShowAction => 1,

    },



    # From 7, Change Management -> Other Queues

    {

            From    => '7. Change Management',

            To      => '8. Release Management',

            ShowAction => 1,

    },



    # From 8. Release Management -> Other Queues

    {

            From    => '8. Release Management',

            To      => '9. Continual Improvement',

            ShowAction => 1,

    }

);

End Configuration for MoveRules


Best regards, Ruslan.

Best regards, Ruslan.

Ruslan,

I’ve just upgraded to 4.0.6 and confirmed that this is still happening. Any news on a fix? Timeframe?

Is this something that we could pay BestPractical to prioritize?

Thanks,
-ShaneFrom: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Monday, May 28, 2012 12:48 PM
To: Shane Painter
Cc: rt-users@lists.bestpractical.com; Cami Flores
Subject: Re: [rt-users] Issue with RT::Extension::MoveRules? Perhaps a bug in 4.0.X?

Sorry, found answer.

Ruslan,

I’ve just upgraded to 4.0.6 and confirmed that this is still happening. Any news on a fix? Timeframe?

I even didn’t look. The mail still in my inbox, things I should work
on stay in the inbox and at some point I will get to it, but it can be
in months. I know you had contract(s) with BPS before and may be I
should look as favor because of it, but things just keep piling up and
there is no bottom.

Is this something that we could pay BestPractical to prioritize?

Sure. I’m so slammed with job and rising kid, so there is no time to
improve things out of best practical tasks. If you have support
contract of bronze+ level then probably we can take a look without
custom development. May be it’s something simple and will be well
within support boundaries.

Thanks,
-Shane

Best regards, Ruslan.