Searching By Ticket Number and Merged Tickets

RT Users
1

Hi:

We recently upgraded from RT 3.6.1 to 3.8.6 and have noticed two changes in
search behavior. I have spent hours pouring over the wiki, searchable
mailing lists archives, and documentation and could find nothing on these
two issues.

1 - When you do a simple search by ticket number, instead of just bringing
up the ticket display page it brings you to a search page that displays that
ticket.

2 - When you merge two tickets together, you can no longer search for the
original ticket. For example, if you merge ticket 299 into ticket 250 and
then search for 299, no results are found. This is a huge issue because the
requestor of 299 may only have that ticket number to give us to find the
issue. Previously, if we searched for 299 it brought up ticket 250 which is
what I would expect.

Are these bugs? Any assistance you can provide would be extremely
appreciated!

Sara Kinner

2

Are these bugs? Any assistance you can provide would be extremely
appreciated!
You appear to have some misconfiguration or inadequate ACLs.
Both actions result in the desired behavior on our local 3.8.6

Cambridge Energy Alliance: Save money. Save the planet.

3

Are these bugs? Any assistance you can provide would be extremely
appreciated!
You appear to have some misconfiguration or inadequate ACLs.
Both actions result in the desired behavior on our local 3.8.6

Also, #2 is a subset of #1.

Cambridge Energy Alliance: Save money. Save the planet.

4

Hi Jerrad:

Thank you for your response. Any suggestions on what we can check? We
didn’t change any search configurations when we upgraded.

SaraOn Thu, Mar 11, 2010 at 3:02 PM, Jerrad Pierce < jpierce@cambridgeenergyalliance.org> wrote:

On Thu, Mar 11, 2010 at 17:01, Jerrad Pierce jpierce@cambridgeenergyalliance.org wrote:

Are these bugs? Any assistance you can provide would be extremely
appreciated!
You appear to have some misconfiguration or inadequate ACLs.
Both actions result in the desired behavior on our local 3.8.6

Also, #2 is a subset of #1.

–
Cambridge Energy Alliance: Save money. Save the planet.

5

Thank you for your response. Any suggestions on what we can check? We
didn’t change any search configurations when we upgraded.
Make sure you applied all of the database upgrades and
recheck your ACLs with RightsMatrix?

Cambridge Energy Alliance: Save money. Save the planet.