Ran update, custom fields cause issues

Hello mailing list,

On my initial setup of RT (4.2.0) I created 2 custom fields, one for adding tags to tickets (utilizing the addon RTx::Tags, slightly edited to be compatible with RT 4.X), and the other called “issue category”, used to add extra categorization to ticket transactions (issue category is a standard “Select one value” field and does not use any addons).

When I updated the server the other day (from 4.2.4 to 4.2.5) I also ran the command "cpan-outdated -p | cpanm " to update my perl modules to the latest version. Something I have done has broken the use of custom fields. Whenever anyone attempts to fill one of the two fields in, the message “an internal rt error has occurred” is displayed and the following appears in the logs:

[27698] [Thu Jun 26 15:27:49 2014] [error]: RT::CustomField::_CanonicalizeValue Unimplemented in HTML::Mason::Commands. (/opt/rt4/share/html/Elements/ValidateCustomFields line 99)

Stack:
[/usr/local/share/perl/5.14.2/DBIx/SearchBuilder/Record.pm:494]
[/opt/rt4/share/html/Elements/ValidateCustomFields:99]
[/opt/rt4/share/html/Ticket/Update.html:265]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:682]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:370]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/…/lib/RT/Interface/Web/Handler.pm:210)

If anyone could help me with figuring out the issue here it would be greatly appreciated, as I am completely stumped. My solution so far has been to completely disable custom fields.

Bob Shaker | Co-op IT analyst
Arden Companies | Bombay Outdoors
30400 Telegraph Rd, Suite 200, Bingham Farms, MI 48025
(810) 252-8468
ArdenCompanieshttp://www.ardencompanies.com/.com BombayOutdoors.com http://bombayoutdoors.com/

ARDEN
A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.

This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.

When I updated the server the other day (from 4.2.4 to 4.2.5) I also ran the
command “cpan-outdated –p | cpanm “ to update my perl modules to the latest
version.

Didn’t this reinstall RTx::Tags with a version that doesn’t work?
BTW - you should send your patch to the RTx::Tags author.

[27698] [Thu Jun 26 15:27:49 2014] [error]: RT::CustomField::_CanonicalizeValue
Unimplemented in HTML::Mason::Commands. (/opt/rt4/share/html/Elements/
ValidateCustomFields line 99)

If anyone could help me with figuring out the issue here it would be greatly
appreciated, as I am completely stumped. My solution so far has been to
completely disable custom fields.

Does this happen only with your RTx::Tags CF or with the normal core
CF too?

-kevin

Thank you for your response,

The issue appears every time someone puts data in a custom field, whether the field is provided by RTx::Tags or not. I will submit the patch to the author post-haste. Either way, the patch only edits the quicksearch functionality, as the actual custom field functionality still works fine with the vanilla plugin.

I just tested removing the Tags extension from the RT_Siteconfig and clearing the mason cache, so it is likely not related to the addon.

If it is any help, I am running Ubuntu 12.04 on Apache2 using MYSQL.

I also just tried running cpan -l | grep -i “html::mason::commands” and it appears I do not have the module installed. Is this an RT dependency? Running make testdeps returns “ALL dependencies have been found”.From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, June 27, 2014 2:48 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Ran update, custom fields cause issues.

When I updated the server the other day (from 4.2.4 to 4.2.5) I also
ran the command “cpan-outdated –p | cpanm “ to update my perl modules
to the latest version.

Didn’t this reinstall RTx::Tags with a version that doesn’t work?
BTW - you should send your patch to the RTx::Tags author.

[27698] [Thu Jun 26 15:27:49 2014] [error]:
RT::CustomField::_CanonicalizeValue
Unimplemented in HTML::Mason::Commands. (/opt/rt4/share/html/Elements/
ValidateCustomFields line 99)

If anyone could help me with figuring out the issue here it would be
greatly appreciated, as I am completely stumped. My solution so far
has been to completely disable custom fields.

Does this happen only with your RTx::Tags CF or with the normal core CF too?

-kevin

ARDEN
A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information. If you are not the addressee or authorized to receive this for the addressee, you must not use, copy, disclose, or take any action based on this message or any information herein. If you have received this message in error, please advise the sender immediately by reply e-mail and delete this message.

This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.

The issue appears every time someone puts data in a custom field,
whether the field is provided by RTx::Tags or not. I will submit the
patch to the author post-haste. Either way, the patch only edits the
quicksearch functionality, as the actual custom field functionality
still works fine with the vanilla plugin.

There are several other 3.8isms in that module, and it completely
clobbers Autocomplete CFs, so hopefully you’re not using that.

I just tested removing the Tags extension from the RT_Siteconfig and clearing the mason cache, so it is likely not related to the addon.

That’s good to know, however, did you restart apache after clearing
the mason cache? Without that, it’s not a clean restart.

If it is any help, I am running Ubuntu 12.04 on Apache2 using MYSQL.

None of this should be relevant.

I also just tried running cpan -l | grep -i “html::mason::commands”
and it appears I do not have the module installed. Is this an RT
dependency? Running make testdeps returns “ALL dependencies have
been found”.

HTML::Mason::Commands is part of HTML::Mason (it’s an internal package
that components run in). You’re seeing that error because one of your
custom fields is not being loaded properly before Validate is called
on it. I can’t replicate your failure with a simple select one value
transaction CF with two values applied to a queue and no validation
chosen.

What other local mods or differences in CF configuration do you have?

-kevin