Quick Search in 3.8.1 doesn't include Resolved Status

Hi everyone,

A couple of my users noticed our newly upgraded version of RT (3.8.1)
handles the quick searches differently from past versions (3.6.3). When
they perform a Quick Search, it does not search on Resolved tickets
anymore. The quick search was how we were able to quickly pull up
historical resolved tickets. Is this something I can turn on globally
somewhere?

Cheers!

Helmuth Ramirez

Hi everyone,

A couple of my users noticed our newly upgraded version of RT (3.8.1)
handles the quick searches differently from past versions (3.6.3). When
they perform a Quick Search, it does not search on Resolved tickets
anymore. The quick search was how we were able to quickly pull up
historical resolved tickets. Is this something I can turn on globally
somewhere?

I’d take a patch to make it configurable, but generally, we’ve found
that more often than not, users want to search current tickets quickly.
Limiting it to only open tickets makes the actual search much faster and
less cluttered.

I’d love to say I’d write the patch, but sadly Perl (or any coding for
that matter) is not my strong point. Not from a lack of trying though,
I went out and bought a Perl book just to help me understand RT better
:slight_smile: Unfortunately I haven’t used it yet :frowning:

Oh well, I’ll tell them they’ll have to use the standard Tickets section
for their searches going forward.

Thanks Jesse for the quick response.
HelmuthFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Thursday, September 04, 2008 5:58 PM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status

Hi everyone,

A couple of my users noticed our newly upgraded version of RT (3.8.1)
handles the quick searches differently from past versions (3.6.3).
When
they perform a Quick Search, it does not search on Resolved tickets
anymore. The quick search was how we were able to quickly pull up
historical resolved tickets. Is this something I can turn on globally
somewhere?

I’d take a patch to make it configurable, but generally, we’ve found
that more often than not, users want to search current tickets quickly.
Limiting it to only open tickets makes the actual search much faster and
less cluttered.

Cheers!

Helmuth Ramirez


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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They can still search resolved by using a format like ‘
resolved’ I have the same issue, in which we need to search resolved tickets
as it makes it much easier to find someone since most of the people that
call us don’t have a clue what their email is (hard to believe I know) or
have 10 different emails that they give us

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Helmuth
RamirezSent: Thursday, September 04, 2008 3:03 PM
To: Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status

I’d love to say I’d write the patch, but sadly Perl (or any coding for
that matter) is not my strong point. Not from a lack of trying though,
I went out and bought a Perl book just to help me understand RT better
:slight_smile: Unfortunately I haven’t used it yet :frowning:

Oh well, I’ll tell them they’ll have to use the standard Tickets section
for their searches going forward.

Thanks Jesse for the quick response.
Helmuth

From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Thursday, September 04, 2008 5:58 PM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status

Hi everyone,

A couple of my users noticed our newly upgraded version of RT (3.8.1)
handles the quick searches differently from past versions (3.6.3).
When
they perform a Quick Search, it does not search on Resolved tickets
anymore. The quick search was how we were able to quickly pull up
historical resolved tickets. Is this something I can turn on globally
somewhere?

I’d take a patch to make it configurable, but generally, we’ve found
that more often than not, users want to search current tickets quickly.
Limiting it to only open tickets makes the actual search much faster and
less cluttered.

Cheers!

Helmuth Ramirez


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Thanks Greg for the tip. That does work :slight_smile: And I completely understand where you’re coming from. On our end when we’re searching for a ticket, 99% of the time its to look for something that’s already been done/resolved (end users calling for status, etc).

Thanks
HelmuthFrom: Greg Evans [mailto:gevans@hcc.net]
Sent: Thu 9/4/2008 6:42 PM
To: Helmuth Ramirez; 'Jesse Vincent’
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved Status

They can still search resolved by using a format like ‘
resolved’ I have the same issue, in which we need to search resolved tickets
as it makes it much easier to find someone since most of the people that
call us don’t have a clue what their email is (hard to believe I know) or
have 10 different emails that they give us

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Helmuth
Ramirez
Sent: Thursday, September 04, 2008 3:03 PM
To: Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status

I’d love to say I’d write the patch, but sadly Perl (or any coding for
that matter) is not my strong point. Not from a lack of trying though,
I went out and bought a Perl book just to help me understand RT better
:slight_smile: Unfortunately I haven’t used it yet :frowning:

Oh well, I’ll tell them they’ll have to use the standard Tickets section
for their searches going forward.

Thanks Jesse for the quick response.
Helmuth

From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Thursday, September 04, 2008 5:58 PM
To: Helmuth Ramirez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status

Hi everyone,

A couple of my users noticed our newly upgraded version of RT (3.8.1)
handles the quick searches differently from past versions (3.6.3).
When
they perform a Quick Search, it does not search on Resolved tickets
anymore. The quick search was how we were able to quickly pull up
historical resolved tickets. Is this something I can turn on globally
somewhere?

I’d take a patch to make it configurable, but generally, we’ve found
that more often than not, users want to search current tickets quickly.
Limiting it to only open tickets makes the actual search much faster and
less cluttered.

Cheers!

Helmuth Ramirez


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

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We are the same, much prefer searching for all unresolved and resolved
tickets in the quick search. The change has caused quite a bit of abuse
at the sysadmin (me).

Gordon

Helmuth Ramirez wrote:

We are the same, much prefer searching for all unresolved and resolved
tickets in the quick search. The change has caused quite a bit of
abuse
at the sysadmin (me).

As I sad before, I’d love to take a patch :slight_smile:

Best,
Jesse

Jessie, I guess it just depends on the size of the organization, how many
queues they have, and how many open tickets are open at a given time. In
our environment, we have over 30,000 resolved tickets while we usually have
no more than a few dozen open in any given queue. It makes much more sense
for our users to simply look at the open tickets in the queues they are
responsible for rather than actually perform a search.

When we perform a search, 99% of the time we are searching resolved
tickets, not open tickets. In our environment, it makes much more sense to
have quick searches return results of resolved and open tickets.

Any thoughts (based upon feedback thus far) to simply reverting back to the
old way vs. a patch to make things configurable?

James Moseley

I’d take a patch to make it configurable, but generally, we’ve found
that more often than not, users want to search current tickets quickly.
Limiting it to only open tickets makes the actual search much faster and
less cluttered.

We are the same, much prefer searching for all unresolved and resolved
tickets in the quick search. The change has caused quite a bit of
abuse
at the sysadmin (me).

As I sad before, I’d love to take a patch :slight_smile:

FYI, there is a current feature request for global/per-user preference
on status displayed with quicksearch:

http://rt3.fsck.com/Ticket/Display.html?id=9705&user=guest&pass=guest

Also, I posted a month ago a mail on this list with explanation of
quicksearch behaviour and how to combine search arguments:

http://lists.bestpractical.com/pipermail/rt-users/2008-July/052868.html

I also wanted to be able to list all statuses in Simple Search results
in 3.8.1 … so searched the wiki & the list archives for a possible
solution … ultimately finding this callback (from whom or where I
honestly don’t recall or I’d give appropriate credit):

Place the file ModifyQuery into (for me anyway)
/opt/rt3/local/html/Callbacks/stuff/Search/Simple.html/ containing:

<%init>
my $val = $$query;

if( $val !~ /new|open|resolved|stalled|rejected|deleted/i ) {
$val = “new open stalled resolved HOLD TstBenchP1 TstBenchP2
Pending-BD $val”;
}
$$query = $val;
</%init>

<%args>
$query => undef
</%args>

… note that the statuses "HOLD, TstBenchP1, TstBenchP2, & Pending-BD"
are locally added statuses and obviously wouldn’t apply to anyone else’s
RT installation. You should remove these & add in any locally created
status you also wish to appear in Simple Search results.

For what it is worth … and with due credit to the original author I
stole it from :o) …
Bill Davis

Jesse Vincent jesse@bestpractical.com writes:> On Sep 4, 2008, at 8:42 PM, gordon@cryologic.com wrote:

We are the same, much prefer searching for all unresolved and
resolved tickets in the quick search. The change has caused quite a
bit of abuse at the sysadmin (me).
As I sad before, I’d love to take a patch :slight_smile:

Something like this, perhaps?

rt-extrastatesinsimplesearch.patch (1.2 KB)

Any thoughts (based upon feedback thus far) to simply reverting back to the
old way vs. a patch to make things configurable?

Yes. It’s even clearer than before that different organizations have
different expectations and different needs. At this point, the patch
should probably end up being something that lets the user configure what
statuses they want included in the quicksearch. I’ll see if I can turn
the contributed first pass into something that allows user configuration
as an example for others contributing patches.

I’d be happy to try to make a change, but not even really sure where to
begin. From what I could see (and I could very well be very wrong) it looks
like it looks at what is included in @ActiveStatus’ and not @InactiveStatus
and would just need to look at both @ActiveStatus and @InactiveStatus. I
will see if I cannot figure out how to do this, but it may be beyond what I
know how to do at this point in my perl knowledge, either that or it might
be some ugly hack that is by no means good code :wink: LOL

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Jesse VincentSent: Thursday, September 04, 2008 5:45 PM
To: gordon@cryologic.com
Cc: RT Users
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status

We are the same, much prefer searching for all unresolved and resolved
tickets in the quick search. The change has caused quite a bit of
abuse
at the sysadmin (me).

As I sad before, I’d love to take a patch :slight_smile:

Best,
Jesse

Gordon

Helmuth Ramirez wrote:

On our end when we’re searching for a ticket,
99% of the time its to look for something that’s already been
done/resolved (end users calling for status, etc).

Thanks
Helmuth


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Excellent Patch. Works like a charm :slight_smile:

For anyone that doesn’t know how to run the patch

Put the file in your rt3 directory (/opt/rt3 in my case)

‘patch -p0 < rt-extrastatesinsimplesearch.patch’

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212

[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Espen WiborgSent: Friday, September 05, 2008 1:50 AM
To: Jesse Vincent
Cc: gordon@cryologic.com; RT Users
Subject: Re: [rt-users] Quick Search in 3.8.1 doesn’t include Resolved
Status

Jesse Vincent jesse@bestpractical.com writes:

Jesse Vincent jesse@bestpractical.com writes:

We are the same, much prefer searching for all unresolved and
resolved tickets in the quick search. The change has caused quite a
bit of abuse at the sysadmin (me).
As I sad before, I’d love to take a patch :slight_smile:

Something like this, perhaps?

Given the sorts of customizability people want, it might make sense to
let the admin specify “SimpleSearchStatuses” (so that someone could,
say, force it to “only resolved”).

You’re actually only a couple lines away from making this a user
preference.

If you look at lib/RT/Config.pm, you can see the data structire you need
to fill in.

To get your RT->Config->Get invocation to notice user preferences, you
just need to pass in the currentuser object as an extra argument.

Best,
Jesse

Jesse Vincent jesse@bestpractical.com writes:>On Fri, Sep 05, 2008 at 10:49:35AM +0200, Espen Wiborg wrote:

Jesse Vincent jesse@bestpractical.com writes:

As I sad before, I’d love to take a patch :slight_smile:

Something like this, perhaps?
Given the sorts of customizability people want, it might make sense to
let the admin specify “SimpleSearchStatuses” (so that someone could,
say, force it to “only resolved”).

You’re actually only a couple lines away from making this a user
preference.

If you look at lib/RT/Config.pm, you can see the data structire you need
to fill in.

To get your RT->Config->Get invocation to notice user preferences, you
just need to pass in the currentuser object as an extra argument.

Right, the attached version of the patch makes SimpleSearchStatuses an absolute
configurable, overridable by user preference.

For best results, you’ll need the patch in http://rt3.fsck.com/Ticket/Display.html?id=12447
as well.

One thing, though: With this, I get “Use of uninitialized value in join or string
at /usr/local/opt/rt3/share/html/Widgets/Form/Select line 74.” in the Apache error log. It
seems to be something to do with DefaultValue, but I can’t figure out how to make it go
away…

Espen Wiborg espen.wiborg@telio.no
Veritas vos liberabit

rt-customizable-simplesearchstates.patch (2.15 KB)

Thanks. I’ve bounced this to rt-bugs for review and probable
application for 3.8.2

-jesseOn Sep 10, 2008, at 2:26 PM, Espen Wiborg wrote:

Jesse Vincent jesse@bestpractical.com writes:

On Fri, Sep 05, 2008 at 10:49:35AM +0200, Espen Wiborg wrote:

Jesse Vincent jesse@bestpractical.com writes:

As I sad before, I’d love to take a patch :slight_smile:

Something like this, perhaps?
Given the sorts of customizability people want, it might make sense
to
let the admin specify “SimpleSearchStatuses” (so that someone could,
say, force it to “only resolved”).

You’re actually only a couple lines away from making this a user
preference.

If you look at lib/RT/Config.pm, you can see the data structire you
need
to fill in.

To get your RT->Config->Get invocation to notice user preferences,
you
just need to pass in the currentuser object as an extra argument.

Right, the attached version of the patch makes SimpleSearchStatuses
an absolute
configurable, overridable by user preference.

For best results, you’ll need the patch in http://rt3.fsck.com/Ticket/Display.html?id=12447
as well.

One thing, though: With this, I get “Use of uninitialized value in
join or string
at /usr/local/opt/rt3/share/html/Widgets/Form/Select line 74.” in
the Apache error log. It
seems to be something to do with DefaultValue, but I can’t figure
out how to make it go
away…


Espen Wiborg espen.wiborg@telio.no
Veritas vos liberabit

<rt-customizable-
simplesearchstates
.patch>_______________________________________________
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Apply the following http://wiki.bestpractical.com/view/ModifyQuery
and add the keyword any to a search for a ticket regardless of status.

<%init>
#active is the default: open new stalled
$$query =~ s/\bany\b/new open resolved stalled rejected deleted/i;
#$$query =~ s/\bclosed\b/resolved rejected deleted/i;
</%init>
<%args>
$query => undef
</%args>

P.S. This patch has been added to SimpleSearchExcludeResolved,
since that seemed the best match, and it’s linked from ModifyQuery.
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