Two questions about RT 3.2.1

Hate to repost, but I’ve got two burning questions about RT 3.2.1:

  1. Any search I do containing “Updated” returns zero results. Is anyone
    else experiencing this? As this is a fresh install and a vital feature, our
    ability to do reporting is shot.

  2. Requestors names are being truncated. For example, “John Smith” becomes
    "John".

I would like to hear if others are experiencing this, if it’s a bug, a
feature, etc. As neither of these were default behaviors before 3.2, I need
to know whether I have to downgrade or take the time to customize my setup.
Any help would be appreciated.

Using Perl 5.8.4, Apache 2.0.50, and the latest fastcgi.

Thanks.

-matt

Matthew Hanley
mhanley@cxtec.com

  1. Any search I do containing “Updated” returns zero results. Is
    anyone
    else experiencing this? As this is a fresh install and a vital
    feature, our
    ability to do reporting is shot.

I see the same thing. I do a search based on Created and all
is well, but when I do a search based on Updated, I get no
results when I should.

Damian

RT 3.2.1
Perl 5.8.3
mod_perl 1.29
Apache 1.3.31

Try manually changing the field name from “Updated” to “LastUpdated”?On Mon, Aug 16, 2004 at 11:13:40AM -0500, Damian Burke wrote:

  1. Any search I do containing “Updated” returns zero results. Is
    anyone
    else experiencing this? As this is a fresh install and a vital
    feature, our
    ability to do reporting is shot.

I see the same thing. I do a search based on Created and all
is well, but when I do a search based on Updated, I get no
results when I should.

Damian

RT 3.2.1
Perl 5.8.3
mod_perl 1.29
Apache 1.3.31


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

Be sure to check out the RT wiki at http://wiki.bestpractical.com

Try manually changing the field name from “Updated” to “LastUpdated”?

The “Last Updated” option creates a query with “LastUpdated” and that
works.
The “Updated” option creates a query with “Updated” and that gives no
results.

Damian

Right then. Would you care to document all this in a report to
rt-bugs@fsck.com? The likely fix is removing the bogus "Updated"
option.On Mon, Aug 16, 2004 at 11:50:17AM -0500, Damian Burke wrote:

On Aug 16, 2004, at 11:37 AM, Jesse Vincent wrote:

Try manually changing the field name from “Updated” to “LastUpdated”?

The “Last Updated” option creates a query with “LastUpdated” and that
works.
The “Updated” option creates a query with “Updated” and that gives no
results.

Damian

On Mon, Aug 16, 2004 at 11:13:40AM -0500, Damian Burke wrote:

  1. Any search I do containing “Updated” returns zero results. Is
    anyone
    else experiencing this? As this is a fresh install and a vital
    feature, our
    ability to do reporting is shot.

I see the same thing. I do a search based on Created and all
is well, but when I do a search based on Updated, I get no
results when I should.

Damian

RT 3.2.1
Perl 5.8.3
mod_perl 1.29
Apache 1.3.31


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

Be sure to check out the RT wiki at http://wiki.bestpractical.com


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

Be sure to check out the RT wiki at http://wiki.bestpractical.com

Right then. Would you care to document all this in a report
to rt-bugs@fsck.com? The likely fix is removing the bogus "Updated"
option.

I don’t think the “Updated” option is bogus - consider the following:

If I want to know what tickets were worked on last week, and I can only use
"Last Updated", I would do a query of “LastUpdated < Aug 16” AND
"LastUpdated > Aug 9". However, if someone also updated one of those
tickets today, it would not show up in the previous query’s list.

-matt

I don’t think the “Updated” option is bogus

sure, but that’s not a feature RT has…want to submit a patch?

??? Now you’ve got me confused - the Updated search criteria worked
great in
previous versions, or at least I thought it did. Am I wrong?

I don’t recall ever having written that functionality. I can see
vaguely how it could be done. I think the only other person who’d have
implemented that patch would have been Robert Spier.
Robert, did you ever implement this?

Jesse

I don’t think the “Updated” option is bogus

sure, but that’s not a feature RT has…want to submit a patch?
??? Now you’ve got me confused - the Updated search criteria worked
great in
previous versions, or at least I thought it did. Am I wrong?

I don’t recall ever having written that functionality. I can see
vaguely how it could be done. I think the only other person who’d have
implemented that patch would have been Robert Spier.
Robert, did you ever implement this?

TicketSQL has never had an ‘Updated’ keyword.

I don’t quite understand what it would mean either.

I think the field Matt actually wants to use is TransactionDate.

-R

TicketSQL has never had an ‘Updated’ keyword.

I don’t quite understand what it would mean either.

It would mean TransactionDate :wink:

I don’t think the “Updated” option is bogus

I’ve been using the ‘updated’ field in my perl scripts in 2.0.15. Now I
see it doesn’t exist in 3.2.1, even though there’s an ‘Updated’ field that
shows on the web interface ticket display.

When I use ‘rt ls -l’, none of the fields shown includes anything like
’updated’. My script needs to know the last time the ticket was changed
in any way (status, queue, comment, correspondence, etc.). In 2.0.15, I’m
able to do this.

Any suggestions?

I’m trying to see how to convert my perl scripts that are written for
2.0.15 to 3.2.1. The scripts currently use the ‘rt’ CLI, so the easiest
thing for me seems to be to convert to the ‘rt’ command in 3.2.1, even
though I’d actually prefer using the API, but the documentation for that
is minimal so that would take longer.

Thanks for any suggestions.

Mike

Mike Friedman System and Network Security
mikef@ack.Berkeley.EDU 2484 Shattuck Avenue
1-510-642-1410 University of California at Berkeley
http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu

It would mean TransactionDate :wink:

I’m not talking about code though, I’m just talking about using the GUI in
the Query Builder. The choices are:

Created|Started|Resolved|Last Contacted|Lasted Updated|Starts|Due|Updated

The final option “Updated” used to work just fine, but no longer does.

-matt

I’ve been using the ‘updated’ field in my perl scripts in 2.0.15. Now I
see it doesn’t exist in 3.2.1, even though there’s an ‘Updated’ field that
shows on the web interface ticket display.

2.0 and 3.x have ticket searching internals that are quite different.
Expecting things to work identically between them is expecting a
little too much.

The “Updated” field on the web interface ticket display is a display
thing, not a real field. It shows when the last Transaction was and
who created that transaction.

I’m trying to see how to convert my perl scripts that are written for
2.0.15 to 3.2.1. The scripts currently use the ‘rt’ CLI, so the easiest
thing for me seems to be to convert to the ‘rt’ command in 3.2.1, even
though I’d actually prefer using the API, but the documentation for that
is minimal so that would take longer.

The CLI’s are very different too.

-R

2.0 and 3.x have ticket searching internals that are quite different.
Expecting things to work identically between them is
expecting a little too much.

I think you might be confusing Mike’s questions with mine. I was the
original poster.

The Updated field in the ticket search page worked fine in RT v3.0.9 (didn’t
try 3.0.10/11). I was hoping that from 3.0.9 to 3.2 it would still work -
is this not the case?

-matt

Matthew Hanley
mhanley@cxtec.com

I’ve been using the ‘updated’ field in my perl scripts in 2.0.15. Now I
see it doesn’t exist in 3.2.1, even though there’s an ‘Updated’ field
that shows on the web interface ticket display.

2.0 and 3.x have ticket searching internals that are quite different.
Expecting things to work identically between them is expecting a little
too much.

Robert,

I don’t expect the new RT to work the same as the old. That’s why I’ve
been trying to get enough information so that I can convert my scripts.

The “Updated” field on the web interface ticket display is a display
thing, not a real field. It shows when the last Transaction was and who
created that transaction.

But I don’t see a ‘last transaction’ field either when I use the CLI.
There doesn’t seem to be a field that would tell me the time of the last
change (of any type) to a ticket.

I’m trying to see how to convert my perl scripts that are written for
2.0.15 to 3.2.1. The scripts currently use the ‘rt’ CLI, so the
easiest thing for me seems to be to convert to the ‘rt’ command in
3.2.1, even though I’d actually prefer using the API, but the
documentation for that is minimal so that would take longer.

The CLI’s are very different too.

But at least ‘rt help’ does seem to document the CLI (except for some of
the details about query strings). As for the API: using perldoc on each
of the perl library routines still leaves a lot to be desired as far as
documentation is concerned. In particular, exact calling sequences and
return codes/values for all the methods would be much appreciated. Even
some coding examples would help.

As it is, I’m going to have to spend quite a bit of time just to find out
if I can even do the same things that I currently do (on 2.0.15) with the
CLI interface.

Mike

Mike Friedman System and Network Security
mikef@ack.Berkeley.EDU 2484 Shattuck Avenue
1-510-642-1410 University of California at Berkeley
http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu

The Updated field in the ticket search page worked fine in RT v3.0.9 (didn’t
try 3.0.10/11). I was hoping that from 3.0.9 to 3.2 it would still work -
is this not the case?

In 3.0, “Updated” is syntactic sugar for “TransactionDate”

In 3.2, there is no syntactic sugar, so the UI refers to a field which
doesn’t exist.

There are a few options:

Index: html/Elements/SelectDateType
— html/Elements/SelectDateType (revision 1338)
+++ html/Elements/SelectDateType (working copy)
@@ -51,7 +51,7 @@

<&|/l&>Last Updated <&|/l&>Starts <&|/l&>Due -<&|/l&>Updated +<&|/l&>Updated <%ARGS> $Name => 'DateType'

that’s the simplest.

(untested, but should work, I think.)

Another option is to teach TicketSQL about TransactionDate, which I
don’t think is a good idea.

-R