Question about 4.2 and setting the owner

Hello all,

I have somewhat of an aesthetics question about RT 4.2. Back in 4.0, when
my helpdesk people went to create a ticket, etc, they would sometimes need
to change the owner in the basics field. In 4.0 it was a dropdown. In
4.2, it’s now a typed auto-completing field. Is there a way to revert to
the dropdown easily?

Add this line into RT_SiteConfig.pm:
Set($AutocompleteOwners, 0);From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Chris Hall
Sent: Tuesday, November 05, 2013 9:37 AM
To: rt-users
Subject: [rt-users] Question about 4.2 and setting the owner

Hello all,

I have somewhat of an aesthetics question about RT 4.2. Back in 4.0, when my helpdesk people went to create a ticket, etc, they would sometimes need to change the owner in the basics field. In 4.0 it was a dropdown. In 4.2, it’s now a typed auto-completing field. Is there a way to revert to the dropdown easily?

Add this line into RT_SiteConfig.pm:

Set($AutocompleteOwners, 0);

RT 4.2 did not change this default; if $AutocompleteOwners was not set
in your 4.0 installation, it will not be set in your 4.2 upgrade.

You are likely running into a performance optimization in RT 4.2;
namely, configurations with large numbers of possible Owners (generally
due to configuration errors) can cause extremely long load times on
Update pages. RT 4.2 switches to the autocompleter when it finds more
than 50 possible owners, rather than attempting to render a very large
drop-down. This is irrespective of the value of $AutocompleteOwners.

How many potential owners exist in this queue?

  • Alex

That’s the answer Alex. I found it a few minutes after I’d emailed the
mailing list. There’s ~60 users. Thanks for the reply.On Tue, Nov 5, 2013 at 12:03 PM, Alex Vandiver alexmv@bestpractical.comwrote:

On Tue, 2013-11-05 at 11:35 -0500, Parish, Brent wrote:

Add this line into RT_SiteConfig.pm:

Set($AutocompleteOwners, 0);

RT 4.2 did not change this default; if $AutocompleteOwners was not set
in your 4.0 installation, it will not be set in your 4.2 upgrade.

You are likely running into a performance optimization in RT 4.2;
namely, configurations with large numbers of possible Owners (generally
due to configuration errors) can cause extremely long load times on
Update pages. RT 4.2 switches to the autocompleter when it finds more
than 50 possible owners, rather than attempting to render a very large
drop-down. This is irrespective of the value of $AutocompleteOwners.

How many potential owners exist in this queue?

  • Alex