Ticket/Search results navigation in 3.8.x

We recently upgraded to 3.8.1, and overall the interface is so much better!

One comment we’ve received from our customer support group is that several
navigation features are no longer available. When viewing a queue or search,
there used to be the following links/controls:

  first
  prev
  next
  last

and

  search results

which took you back to the the last search or group you had. These links
seem to have disappeared from 3.8.x, and I’m wondering if there’s a setting
to bring them back or if someone has made the customization already.

Thanks,
Steve

We recently upgraded to 3.8.1, and overall the interface is so much
better!

One comment we’ve received from our customer support group is that several
navigation features are no longer available. When viewing a queue or
search, there used to be the following links/controls:

which took you back to the the last search or group you had. These links
seem to have disappeared from 3.8.x, and I’m wondering if there’s a
setting to bring them back or if someone has made the customization
already.

They sure seem to exist for me in 3.8…They’re in the menu on the left.

Maybe I’m missing something really obvious…I just disabled all local mods
just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue names in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top of the
ticket area is “Show Results” which is currently bold.

Click on one of the tickets, and see that ticket (/rt3/Ticket/Display.html).
I don’t see any link for the search results, previous, next, etc in the left
sidebar menu. Screenshot of what I’m seeing below.

http://www.cahir.net/images/rt_image.png

SteveOn Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent jesse@bestpractical.comwrote:

On Fri 6.Feb’09 at 22:58:42 -0500, Stephen Cochran wrote:

We recently upgraded to 3.8.1, and overall the interface is so much
better!

One comment we’ve received from our customer support group is that
several
navigation features are no longer available. When viewing a queue or
search, there used to be the following links/controls:

which took you back to the the last search or group you had. These
links
seem to have disappeared from 3.8.x, and I’m wondering if there’s a
setting to bring them back or if someone has made the customization
already.

They sure seem to exist for me in 3.8…They’re in the menu on the left.

Maybe I’m missing something really obvious…I just disabled all local
mods just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue names in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top of the
ticket area is “Show Results” which is currently bold.

I just did the exact same things on rt3.fsck.com.

http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png

Well it’s great to see that those are there. I’ll dig in and see whats
different (hopefully soon).

I checked the release notes for 3.8.2 (we’re on 3.8.1) and didn’t see
anything related to this. In case I missed it, nothing that you remember
along those lines?

SteveOn Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent jesse@bestpractical.comwrote:

On Sun 8.Feb’09 at 14:28:28 -0500, Stephen Cochran wrote:

Maybe I’m missing something really obvious…I just disabled all local
mods just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue names in
the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top of the
ticket area is “Show Results” which is currently bold.

I just did the exact same things on rt3.fsck.com.

http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png

Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don’t see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what I’m
seeing below.

[1]http://www.cahir.net/images/rt_image.png

Steve

On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2] jesse@bestpractical.com> wrote:

 On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
 >    We recently upgraded to 3.8.1, and overall the interface is so

much

 >    better!
 >
 >    One comment we've received from our customer support group is

that

 several
 >    navigation features are no longer available. When viewing a

queue

 or
 >    search, there used to be the following links/controls:
 >
 >    which took you back to the the last search or group you had.

These

 links
 >    seem to have disappeared from 3.8.x, and I'm wondering if

there’s a

 >    setting to bring them back or if someone has made the

customization

 >    already.
 >

 They sure seem to exist for me in 3.8...They're in the menu on the

left.

References

Visible links

  1. http://www.cahir.net/images/rt_image.png
  2. mailto:jesse@bestpractical.com

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

Think I’ve found part of the why, if not all of it.

in Ticket/Elements/Tabs on line 64:

if ( defined $session{'tickets'} ) {

isn’t evaluating to true. For some reason RT doesn’t see us as having a
session.

It’s possible it is related to how we have auth set up. We’re using Apache’s
authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn’t prevent sessions.

I didn’t set that part up so I’ll have to check into that a little further.

SteveOn Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran < stephen.a.cochran.lists@cahir.net> wrote:

Well it’s great to see that those are there. I’ll dig in and see whats
different (hopefully soon).

I checked the release notes for 3.8.2 (we’re on 3.8.1) and didn’t see
anything related to this. In case I missed it, nothing that you remember
along those lines?

Steve

On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent jesse@bestpractical.comwrote:

On Sun 8.Feb’09 at 14:28:28 -0500, Stephen Cochran wrote:

Maybe I’m missing something really obvious…I just disabled all
local
mods just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue names
in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top of
the
ticket area is “Show Results” which is currently bold.

I just did the exact same things on rt3.fsck.com.

http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png

Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don’t see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what I’m
seeing below.

[1]http://www.cahir.net/images/rt_image.png

Steve

On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2] jesse@bestpractical.com> wrote:

 On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
 >    We recently upgraded to 3.8.1, and overall the interface is so

much

 >    better!
 >
 >    One comment we've received from our customer support group is

that

 several
 >    navigation features are no longer available. When viewing a

queue

 or
 >    search, there used to be the following links/controls:
 >
 >    which took you back to the the last search or group you had.

These

 links
 >    seem to have disappeared from 3.8.x, and I'm wondering if

there’s a

 >    setting to bring them back or if someone has made the

customization

 >    already.
 >

 They sure seem to exist for me in 3.8...They're in the menu on the

left.

References

Visible links

  1. http://www.cahir.net/images/rt_image.png
  2. mailto:jesse@bestpractical.com

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

Did some quick testing, my browser does have a RT session cookie. It stays
the same when I log in and the At a Glance page is displayed.

Session ID stays the same when I click on a queue name.

Session ID changes every time I click on a Ticket link in a search result.

I haven’t had to dig into how RT manages sessions, so if anyone has any
hints as to why the session cookies would be reset when moving to
Ticket/Display, let me know.

SteveOn Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran < stephen.a.cochran.lists@cahir.net> wrote:

Think I’ve found part of the why, if not all of it.

in Ticket/Elements/Tabs on line 64:

if ( defined $session{'tickets'} ) {

isn’t evaluating to true. For some reason RT doesn’t see us as having a
session.

It’s possible it is related to how we have auth set up. We’re using
Apache’s authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn’t prevent sessions.

I didn’t set that part up so I’ll have to check into that a little further.

Steve

On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran < stephen.a.cochran.lists@cahir.net> wrote:

Well it’s great to see that those are there. I’ll dig in and see whats
different (hopefully soon).

I checked the release notes for 3.8.2 (we’re on 3.8.1) and didn’t see
anything related to this. In case I missed it, nothing that you remember
along those lines?

Steve

On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent jesse@bestpractical.comwrote:

On Sun 8.Feb’09 at 14:28:28 -0500, Stephen Cochran wrote:

Maybe I’m missing something really obvious…I just disabled all
local
mods just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue names
in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top of
the
ticket area is “Show Results” which is currently bold.

I just did the exact same things on rt3.fsck.com.

http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png

Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don’t see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what I’m
seeing below.

[1]http://www.cahir.net/images/rt_image.png

Steve

On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2] jesse@bestpractical.com> wrote:

 On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
 >    We recently upgraded to 3.8.1, and overall the interface is

so much

 >    better!
 >
 >    One comment we've received from our customer support group is

that

 several
 >    navigation features are no longer available. When viewing a

queue

 or
 >    search, there used to be the following links/controls:
 >
 >    which took you back to the the last search or group you had.

These

 links
 >    seem to have disappeared from 3.8.x, and I'm wondering if

there’s a

 >    setting to bring them back or if someone has made the

customization

 >    already.
 >

 They sure seem to exist for me in 3.8...They're in the menu on the

left.

References

Visible links

  1. http://www.cahir.net/images/rt_image.png
  2. mailto:jesse@bestpractical.com

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

Have you read UPGRADING.mysql?On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Did some quick testing, my browser does have a RT session cookie. It stays
the same when I log in and the At a Glance page is displayed.

Session ID stays the same when I click on a queue name.

Session ID changes every time I click on a Ticket link in a search result.

I haven’t had to dig into how RT manages sessions, so if anyone has any
hints as to why the session cookies would be reset when moving to
Ticket/Display, let me know.

Steve

On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Think I’ve found part of the why, if not all of it.

in Ticket/Elements/Tabs on line 64:

if ( defined $session{'tickets'} ) {

isn’t evaluating to true. For some reason RT doesn’t see us as having a
session.

It’s possible it is related to how we have auth set up. We’re using
Apache’s authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn’t prevent sessions.

I didn’t set that part up so I’ll have to check into that a little
further.

Steve

On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Well it’s great to see that those are there. I’ll dig in and see whats
different (hopefully soon).

I checked the release notes for 3.8.2 (we’re on 3.8.1) and didn’t see
anything related to this. In case I missed it, nothing that you remember
along those lines?

Steve

On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent jesse@bestpractical.com wrote:

On Sun 8.Feb’09 at 14:28:28 -0500, Stephen Cochran wrote:

Maybe I’m missing something really obvious…I just disabled all
local
mods just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue names
in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top of
the
ticket area is “Show Results” which is currently bold.

I just did the exact same things on rt3.fsck.com.

http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png

Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don’t see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what
I’m
seeing below.

[1]http://www.cahir.net/images/rt_image.png

Steve

On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2]jesse@bestpractical.com> wrote:

 On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
 >    We recently upgraded to 3.8.1, and overall the interface is

so much
> better!
>
> One comment we’ve received from our customer support group
is that
several
> navigation features are no longer available. When viewing a
queue
or
> search, there used to be the following links/controls:
>
> which took you back to the the last search or group you had.
These
links
> seem to have disappeared from 3.8.x, and I’m wondering if
there’s a
> setting to bring them back or if someone has made the
customization
> already.
>

 They sure seem to exist for me in 3.8...They're in the menu on

the left.

References

Visible links

  1. http://www.cahir.net/images/rt_image.png
  2. mailto:jesse@bestpractical.com

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


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

Best regards, Ruslan.

I will admit my sysadmin did the upgrade, so I can’t say for sure, but we
are having problems with binary attachments (as hinted at in
UPGRADING.mysql).

Assume the worst and we only followed the steps in the upgrade document and
not the upgrade.mysql one. We switched a few weeks ago. Is it possible to
run those steps now or will that make things worse?

SteveOn Wed, Feb 11, 2009 at 12:48 AM, Ruslan Zakirov ruslan.zakirov@gmail.comwrote:

Have you read UPGRADING.mysql?

On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Did some quick testing, my browser does have a RT session cookie. It
stays
the same when I log in and the At a Glance page is displayed.

Session ID stays the same when I click on a queue name.

Session ID changes every time I click on a Ticket link in a search
result.

I haven’t had to dig into how RT manages sessions, so if anyone has any
hints as to why the session cookies would be reset when moving to
Ticket/Display, let me know.

Steve

On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Think I’ve found part of the why, if not all of it.

in Ticket/Elements/Tabs on line 64:

if ( defined $session{'tickets'} ) {

isn’t evaluating to true. For some reason RT doesn’t see us as having a
session.

It’s possible it is related to how we have auth set up. We’re using
Apache’s authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn’t prevent sessions.

I didn’t set that part up so I’ll have to check into that a little
further.

Steve

On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Well it’s great to see that those are there. I’ll dig in and see whats
different (hopefully soon).

I checked the release notes for 3.8.2 (we’re on 3.8.1) and didn’t see
anything related to this. In case I missed it, nothing that you
remember

along those lines?

Steve

On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent <jesse@bestpractical.com wrote:

On Sun 8.Feb’09 at 14:28:28 -0500, Stephen Cochran wrote:

Maybe I’m missing something really obvious…I just disabled all
local
mods just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue
names

in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top
of

the
ticket area is “Show Results” which is currently bold.

I just did the exact same things on rt3.fsck.com.

http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png

Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don’t see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what
I’m
seeing below.

[1]http://www.cahir.net/images/rt_image.png

Steve

On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2]jesse@bestpractical.com> wrote:

 On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
 >    We recently upgraded to 3.8.1, and overall the interface

is

so much
> better!
>
> One comment we’ve received from our customer support group
is that
several
> navigation features are no longer available. When viewing
a

queue
or
> search, there used to be the following links/controls:
>
> which took you back to the the last search or group you
had.

These
links
> seem to have disappeared from 3.8.x, and I’m wondering if
there’s a
> setting to bring them back or if someone has made the
customization
> already.
>

 They sure seem to exist for me in 3.8...They're in the menu on

the left.

References

Visible links

  1. http://www.cahir.net/images/rt_image.png
  2. mailto:jesse@bestpractical.com

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


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


Best regards, Ruslan.

Yep, however most probably binary attachments you added during last
days will be broken.On Wed, Feb 11, 2009 at 11:48 PM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

I will admit my sysadmin did the upgrade, so I can’t say for sure, but we
are having problems with binary attachments (as hinted at in
UPGRADING.mysql).

Assume the worst and we only followed the steps in the upgrade document and
not the upgrade.mysql one. We switched a few weeks ago. Is it possible to
run those steps now or will that make things worse?

Steve

On Wed, Feb 11, 2009 at 12:48 AM, Ruslan Zakirov ruslan.zakirov@gmail.com wrote:

Have you read UPGRADING.mysql?

On Wed, Feb 11, 2009 at 7:03 AM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Did some quick testing, my browser does have a RT session cookie. It
stays
the same when I log in and the At a Glance page is displayed.

Session ID stays the same when I click on a queue name.

Session ID changes every time I click on a Ticket link in a search
result.

I haven’t had to dig into how RT manages sessions, so if anyone has any
hints as to why the session cookies would be reset when moving to
Ticket/Display, let me know.

Steve

On Tue, Feb 10, 2009 at 10:58 PM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Think I’ve found part of the why, if not all of it.

in Ticket/Elements/Tabs on line 64:

if ( defined $session{'tickets'} ) {

isn’t evaluating to true. For some reason RT doesn’t see us as having a
session.

It’s possible it is related to how we have auth set up. We’re using
Apache’s authnz_ldap to set REMOTE_USER so all of our internal apps are
single-signon. But that by itself shouldn’t prevent sessions.

I didn’t set that part up so I’ll have to check into that a little
further.

Steve

On Tue, Feb 10, 2009 at 9:57 AM, Stephen Cochran stephen.a.cochran.lists@cahir.net wrote:

Well it’s great to see that those are there. I’ll dig in and see whats
different (hopefully soon).

I checked the release notes for 3.8.2 (we’re on 3.8.1) and didn’t see
anything related to this. In case I missed it, nothing that you
remember
along those lines?

Steve

On Mon, Feb 9, 2009 at 2:59 PM, Jesse Vincent jesse@bestpractical.com wrote:

On Sun 8.Feb’09 at 14:28:28 -0500, Stephen Cochran wrote:

Maybe I’m missing something really obvious…I just disabled all
local
mods just to be sure.

I log in, and see RT at a Glance. I click on one of the Queue
names
in the
Quick Search list. Now see a page with search results
(/rt3/Search/Results.html). Included in menu bar across the top
of
the
ticket area is “Show Results” which is currently bold.

I just did the exact same things on rt3.fsck.com.

http://www.grabup.com/uploads/0c0d1b44d178ac8e72ce1e2e6f8d7a1c.png

Click on one of the tickets, and see that ticket
(/rt3/Ticket/Display.html). I don’t see any link for the search
results,
previous, next, etc in the left sidebar menu. Screenshot of what
I’m
seeing below.

[1]http://www.cahir.net/images/rt_image.png

Steve

On Sat, Feb 7, 2009 at 1:43 AM, Jesse Vincent <[2]jesse@bestpractical.com> wrote:

 On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
 >    We recently upgraded to 3.8.1, and overall the interface

is
so much
> better!
>
> One comment we’ve received from our customer support
group
is that
several
> navigation features are no longer available. When viewing
a
queue
or
> search, there used to be the following links/controls:
>
> which took you back to the the last search or group you
had.
These
links
> seem to have disappeared from 3.8.x, and I’m wondering if
there’s a
> setting to bring them back or if someone has made the
customization
> already.
>

 They sure seem to exist for me in 3.8...They're in the menu on

the left.

References

Visible links

  1. http://www.cahir.net/images/rt_image.png
  2. mailto:jesse@bestpractical.com

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


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


Best regards, Ruslan.

Best regards, Ruslan.