RT 4.0.1 Custom Field -> Wikitext box not saving all data

Well it does save all the data if entered from a unix Firefox, but on a
windows box (IE or Firefox)
only the last line of the text is saved.

i.e.
One

       Two

       Three

…will show up in the ticket display and be saved to the table if it is
entered from firefox on
a linux box. If this is saved from a browser on windows, only the
"Three" is saved. Any ideas??

This is rt 4.0.1 with an Oracle db.

Thank You

Scott

Well it does save all the data if entered from a unix Firefox, but
on a windows box (IE or Firefox)
only the last line of the text is saved.

i.e.
One

      Two

      Three

…will show up in the ticket display and be saved to the table if
it is entered from firefox on

What do you mean by “The table” ? The database table?

a linux box. If this is saved from a browser on windows, only
the “Three” is saved. Any ideas??

This is rt 4.0.1 with an Oracle db.

Is this working with normal text boxes?

It’d also be nice to know exactly what is in the database.

-kevin

Well it does save all the data if entered from a unix Firefox, but
on a windows box (IE or Firefox)
only the last line of the text is saved.

i.e.
One

      Two

      Three

…will show up in the ticket display and be saved to the table if
it is entered from firefox on

What do you mean by “The table” ? The database table?

Yes.

a linux box. If this is saved from a browser on windows, only
the “Three” is saved. Any ideas??

This is rt 4.0.1 with an Oracle db.

Is this working with normal text boxes?

I changed it to text and will have the users test.
oddly enough the wikitext does work on an older windows server (2003 I
think) with ie7 & firefox 3.6.18.

It’d also be nice to know exactly what is in the database.

In the content field only the last typed line is saved when entered on a
windows7 box with ie or firefox.

 > a linux box. If this is saved from a browser on windows, only
 > the "Three" is saved. Any ideas??
 >
 > This is rt 4.0.1 with an Oracle db.

 Is this working with normal text boxes?

I changed it to text and will have the users test.
oddly enough the wikitext does work on an older windows server (2003 I think) with ie7 &
firefox 3.6.18.

What are the failing IE/FF versions?

 It'd also be nice to know exactly what is in the database.

In the content field only the last typed line is saved when entered on a windows7 box with ie
or firefox.

Can you show the CustomFields record when it is set up to fail? It’d
be interesting to see what options you selected.

-kevin

  >  a linux box. If this is saved from a browser on windows, only
  >  the "Three" is saved. Any ideas??
  >
  >  This is rt 4.0.1 with an Oracle db.

  Is this working with normal text boxes?

I changed it to text and will have the users test.
oddly enough the wikitext does work on an older windows server (2003 I think) with ie7&
firefox 3.6.18.

What are the failing IE/FF versions?

It doesn’t seem to matter, If my user updates all the text is updated in
one update (ie7, ie8, firefox…etc).
The two users I have testing will put multiple lines in but when they
hit save changes it updates treats each
line as an update, I can see the data going into the table as individual
updates.

  It'd also be nice to know exactly what is in the database.

In the content field only the last typed line is saved when entered on a windows7 box with ie
or firefox.

Can you show the CustomFields record when it is set up to fail?

I can send you images of an update one of the users sent me.

Can you show the CustomFields record when it is set up to fail?

I can send you images of an update one of the users sent me.

I actually mean the RT configuration of the custom field, which you
can find by doing

select * from CustomFields where Name = ‘CF Name’;

-kevin

select * from CustomFields where Name = ‘CF Name’;

     ID NAME                                               

TYPE RENDERTYPE MAXVALUES PATTERN REPEATED
VALUESCLASS BASEDON




     51 Executive Description - Admin only                 

Wikitext 1 0

DESCR SORTORDER LOOKUPTYPE CREATOR CREATED
LASTUPDATEDBY LASTUPDAT DISABLED



            0 RT::Queue-RT::Ticket              32 

23-FEB-11 22 25-JUL-11 0

select * from CustomFields where Name = ‘CF Name’;

    ID NAME                                               TYPE

RENDERTYPE MAXVALUES PATTERN REPEATED VALUESCLASS
BASEDON




    51 Executive Description - Admin only

Wikitext 1
0

DESCR SORTORDER LOOKUPTYPE CREATOR CREATED
LASTUPDATEDBY LASTUPDAT DISABLED



           0 RT::Queue-RT::Ticket              32 23-FEB-11

22 25-JUL-11 0

Unfortunately, setting up a CF like this with a very basic user who
can see and modify it, I can’t replicate the one-line failure on IE9
or FF5.

Something must be chunking the data so that RT sees it as 3 updates
(one per line) instead of one blob of test.

You may wish to try and capture data on the wire to compare between
your browser and the windows browser. You may also want to try logged
in as your user on the affected machine.

-kevin

select * from CustomFields where Name = ‘CF Name’;

     ID NAME                                               TYPE

RENDERTYPE MAXVALUES PATTERN REPEATED VALUESCLASS
BASEDON




     51 Executive Description - Admin only

Wikitext 1
0

DESCR SORTORDER LOOKUPTYPE CREATOR CREATED
LASTUPDATEDBY LASTUPDAT DISABLED



            0 RT::Queue-RT::Ticket              32 23-FEB-11

22 25-JUL-11 0
Unfortunately, setting up a CF like this with a very basic user who
can see and modify it, I can’t replicate the one-line failure on IE9
or FF5.

Something must be chunking the data so that RT sees it as 3 updates
(one per line) instead of one blob of test.

You may wish to try and capture data on the wire to compare between
your browser and the windows browser. You may also want to try logged
in as your user on the affected machine.

I logged in to rt with the other users’ browser (on their pc) and was
able to
to add several lines of text. I then asked another power user to try to add
a line of data and she was able as well (all the lines were preserved). So
there definitely a acl type issue going on here. Is there a new right I
need to
add?

Thanks.

I logged in to rt with the other users’ browser (on their pc) and was able to
to add several lines of text. I then asked another power user to try to add
a line of data and she was able as well (all the lines were preserved). So
there definitely a acl type issue going on here. Is there a new right I need to
add?

What rights do they have and how are they assigned?
SeeCustomField/ModifyCustomField granted on the CustomField to a group
that the user was in (and the user’s only other rights were ShowTicket
and CreateTicket on that single queue).

I went with a very trivial configuration, the hard part is likely to
be understanding your rights configuration

-kevin

I logged in to rt with the other users' browser (on their pc) and was able to
to add several lines of text.  I then asked another power user to try to add
a line of data and she was able as well (all the lines were preserved).  So
there definitely a acl type issue going on here.  Is there a new right I need to
add?

What rights do they have and how are they assigned?
SeeCustomField/ModifyCustomField granted on the CustomField to a group
that the user was in (and the user’s only other rights were ShowTicket
and CreateTicket on that single queue).

I went with a very trivial configuration, the hard part is likely to
be understanding your rights configuration

If I click on the CF and then groups and add those rights to everyone,
would that
help test the issue?

I logged in to rt with the other users' browser (on their pc) and was able to
to add several lines of text.  I then asked another power user to try to add
a line of data and she was able as well (all the lines were preserved).  So
there definitely a acl type issue going on here.  Is there a new right I need to
add?

What rights do they have and how are they assigned?
SeeCustomField/ModifyCustomField granted on the CustomField to a group
that the user was in (and the user’s only other rights were ShowTicket
and CreateTicket on that single queue).

I went with a very trivial configuration, the hard part is likely to
be understanding your rights configuration

If I click on the CF and then groups and add those rights to everyone, would that
help test the issue?

It’s much more interesting to me to know how they currently get
their ModifyCustomField rights on that CF.

After that, if changing to direct assignment to the CF fixes it, it’ll
point to what is going on.

Without knowing how to replicate the failure, it’s very hard to write
a test and debug

-kevin

I logged in to rt with the other users' browser (on their pc) and was able to
to add several lines of text.  I then asked another power user to try to add
a line of data and she was able as well (all the lines were preserved).  So
there definitely a acl type issue going on here.  Is there a new right I need to
add?

What rights do they have and how are they assigned?
SeeCustomField/ModifyCustomField granted on the CustomField to a group
that the user was in (and the user’s only other rights were ShowTicket
and CreateTicket on that single queue).

I went with a very trivial configuration, the hard part is likely to
be understanding your rights configuration

If I click on the CF and then groups and add those rights to everyone,
would that
help test the issue?

Just to follow up, I did get this working. I went into the Custom
Fields->“Field Name”->Group Rights
and clicked the all rights on each tab (General, Staff, Administrators)
for Privileged users.

Just to follow up, I did get this working.  I went into the Custom Fields->"Field

Name"->Group Rights
and clicked the all rights on each tab (General, Staff, Administrators) for Privileged users.

Unfortunately, without knowing your previous configuration we can’t
replicate and fix the problem.

-kevin

 Just to follow up, I did get this working.  I went into the Custom Fields->"Field
Name"->Group Rights
and clicked the all rights on each tab (General, Staff, Administrators) for Privileged users.

Unfortunately, without knowing your previous configuration we can’t
replicate and fix the problem.

I can send it to you, it was rt 3.8 on mysql. It is still in
production, I am switching over to the new
rt 4.0.1/Oracle this weekend. Not sure what I should send you.

 Just to follow up, I did get this working.  I went into the Custom Fields->"Field
Name"->Group Rights
and clicked the all rights on each tab (General, Staff, Administrators) for Privileged users.

Unfortunately, without knowing your previous configuration we can’t
replicate and fix the problem.

I can send it to you, it was rt 3.8 on mysql. It is still in production, I am switching over
to the new
rt 4.0.1/Oracle this weekend. Not sure what I should send you.

As I’ve said previously:

“It’s much more interesting to me to know how they currently get
their ModifyCustomField rights on that CF.”

So you need to go looking for ModifyCustomField grants

-kevin

  Just to follow up, I did get this working.  I went into the Custom Fields->"Field
 Name"->Group Rights
 and clicked the all rights on each tab (General, Staff, Administrators) for Privileged users.

Unfortunately, without knowing your previous configuration we can’t
replicate and fix the problem.

I can send it to you, it was rt 3.8 on mysql.  It is still in production, I am switching over
to the new
rt 4.0.1/Oracle this weekend.   Not sure what I should send you.

As I’ve said previously:

“It’s much more interesting to me to know how they currently get
their ModifyCustomField rights on that CF.”

So you need to go looking for ModifyCustomField grants

In the rt 3.8, the custom field did not have any rights granted, this
was set up in the queue with a certain group
having these permissions.

Current rights
/(Check box to revoke right)/
AdminQueue
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyCustomField
ModifyScrips
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowACL
ShowOutgoingEmail
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

These seem to be set in the rt4 install, but I’m not sure if they were
originally. I will try to follow the rights that are checked when I do
the final
RT 3.8 (mysql) -> RT 4.0.1 (mysql) - > RT 4.0.1 (Oracle) and let you
know if it was something in the conversion.

Sorry for the confusion, there are a lot of ways the ACL’s can be setup.