QuickSearch has broken links for some users

Hello,

I recently moved our RT instance from a base hostname to a subdirectory
(i.e. from http://www.example.com/ to http://www.example.com/rt/)

Myself and a few users have updated our SavedSearches to account for that
change and it works fine. As does almost everything else. However, for some
users, when they click the Queue link from the QuickSearch box all the
tickets displayed have links without the ending “/rt”.

This was a fresh install of the files, Mason cache has been cleared and the
web server restarted. Only the database was carried over.

This behavior is only seen with a handful of users. I am unable to figure
out why the links are correct for some users and not others. Any ideas on
where to start looking for the cause?

-Ed

Have you corrected the URL in RT_Config and Site_Config? Have you bounced
Apache yet?

Will-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Ed Santora
Sent: Tuesday, February 16, 2010 8:52 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] QuickSearch has broken links for some users

Hello,

I recently moved our RT instance from a base hostname to a subdirectory
(i.e. from http://www.example.com/ to http://www.example.com/rt/)

Myself and a few users have updated our SavedSearches to account for that
change and it works fine. As does almost everything else. However, for some
users, when they click the Queue link from the QuickSearch box all the
tickets displayed have links without the ending “/rt”.

This was a fresh install of the files, Mason cache has been cleared and the
web server restarted. Only the database was carried over.

This behavior is only seen with a handful of users. I am unable to figure
out why the links are correct for some users and not others. Any ideas on
where to start looking for the cause?

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

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

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

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

Hello,

I recently moved our RT instance from a base hostname to a subdirectory
(i.e. from http://www.example.com/ to http://www.example.com/rt/)

Myself and a few users have updated our SavedSearches to account for that
change and it works fine. As does almost everything else. However, for some
users, when they click the Queue link from the QuickSearch box all the
tickets displayed have links without the ending “/rt”.

This was a fresh install of the files, Mason cache has been cleared and the
web server restarted. Only the database was carried over.

This behavior is only seen with a handful of users. I am unable to figure
out why the links are correct for some users and not others. Any ideas on
where to start looking for the cause?

Check if these users have a custom Format under Preferences -> Search
options with id or Name and an invalid Link item

-kevin

Sorry to resurrect an old thread, but did Ed make any progress on this?
Because we’re having the same trouble, after changing the URL at which
RT is addressed on our system: We have three users, and one of us sees
everything fine, while the other two see the old URL appearing in ticket
links under the QuickSearch listings (and only there).

The only difference we’ve been able to find so far in the database is
that the two affected users were initially auto-created upon ticket
creation (many years, many tickets, and many RT versions ago), while the
other was not. New users are not affected. But none of us have any
custom Search Options configured in the location referred to by Kevin
below – we’ve never touched those things, never gotten to that level of
RT-fu.

This is RT 3.8.8. Any help greatly appreciated.

 adam

Hello,

I recently moved our RT instance from a base hostname to a subdirectory
(i.e. from http://www.example.com/ to http://www.example.com/rt/)

Myself and a few users have updated our SavedSearches to account for that
change and it works fine. As does almost everything else. However,
for some
users, when they click the Queue link from the QuickSearch box all the
tickets displayed have links without the ending “/rt”.

This was a fresh install of the files, Mason cache has been cleared
and the
web server restarted. Only the database was carried over.

This behavior is only seen with a handful of users. I am unable to figure
out why the links are correct for some users and not others. Any ideas on
where to start looking for the cause?

Check if these users have a custom Format under Preferences -> Search
options with id or Name and an invalid Link item

-kevin

Sorry to resurrect an old thread, but did Ed make any progress on
this? Because we’re having the same trouble, after changing the URL
at which RT is addressed on our system: We have three users, and one
of us sees everything fine, while the other two see the old URL
appearing in ticket links under the QuickSearch listings (and only
there).

I have no idea if Ed fixed it, but those links are generated by either
the preference I referenced or the global DefaultSearchResultFormat or
a local customization, so those are the places to look.

-kevin