[rt-users] Changes to Saved Searches don't stick (RT 3.6.3 --> 3.8.1rc*)

[Kenneth Crocker]

Graham,


	I have a question. You mentioned that you do not have many users. Are 
they in any groups? Were these searches created by those group members 
and saved as group searches or as general RT searches?


Kenn
LBNL

On 8/14/2008 12:50 PM, Graham Ballantyne wrote:
> A followup:
> 
> I tried to resolve the issue by creating a new system-level saved  
> search called "All New and Open Tickets". I deleted the old "All New &  
> Open Tickets" and under Configuration > Global > RT at a Glance set  
> the body to be Bookmarked Tickets and All New and Open Tickets.
> 
> Two different things happened:
> 1: For existing users: Instead of the new search, RT displays  
> "Predefined search All New & Open Tickets not found" or "Either you  
> have no rights to view saved search RT::User-31974-SavedSearch-53 or  
> identifier is incorrectPredefined search All New & Open Tickets not  
> found"
> Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance
> 
> If I go to the user preferences and add the search to RT at a Glance  
> from there, the search appears.
> 
> 2. For new users: No error message, but the search still doesn't  
> appear. Again, adding it from the user-level prefs works.
> 
> So, it appears that the global preferences aren't being respected. Any  
> ideas of why that might happen?
> 
> We have a fairly small number of users, so I could change this  
> manually for each during the upgrade (can this be done through the  
> database?), but I'd rather do it the right way.
> 
> Any assistance would be gratefully appreciated -- this is one of the  
> few things holding up an upgrade.
> 
> Thanks!
> Graham.
> 
> 
> On 13-Aug-08, at 18:32 , Graham Ballantyne wrote:
> 
>> Hi everyone,
>>
>> I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm having
>> difficulties with saved searches. My 3.6.3 server exists at hostname/
>> rt and the saved searches (e.g. All New & Open Tickets) have /rt/
>> hardcoded into the search (e.g. if I click Edit > Advanced, the second
>> textfield has /rt/ hardcoded into the code that generates the html
>> links).
>>
>> My 3.8.1 server is going to be at a new hostname and located at the
>> root. I have tried editing the searches (in 3.8.1rc4) to replace /rt/
>> with __WebPath__/ , as suggested by jibsheet in IRC. Here are the
>> steps I'm taking:
>>
>> - Log into RT as the root user.
>> - From the home screen, click Edit for All New & Open Tickets)
>> - Click SavedSearch (in "You can also edit the predefined search
>> itself: SavedSearch")
>> - Click Advanced
>> - in the lower textfield, change /rt/ to __WebPath__/   (screenshot: http://skitch.com/grahamb/ujri/edit-query)
>> - click Apply
>> - click Update
>> - click Update format and Search
>>
>> RT performs the search and the links are correct; they point to http://hostname:8081/Ticket/Display.html?Action=Take&id=11094
>>
>> However... when I go back to the home screen, the links in New & Open
>> Tickets still refer to
>> http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857  <---
>> note the /rt/ is still there
>>
>> To compound matters, I logged in as my regular user, which has a user-
>> saved search in addition to the system-saved All New & Open on the
>> dashboard. I was able to update the user-saved search with
>> __WebPath__/ and the changes are reflected on the home page.
>>
>> So, why aren't the changes being reflected for the system-saved
>> searches?
>>
>> I have:
>> - cleared the browser cache & cookies
>> - cleared the mason cache and restarted apache
>>
>> There's nothing in the RT or apache logs to indicate any problem and
>> everything else seems to be OK.
>>
>> Is it possible to change these saved searches directly in the  
>> database?
>>
>> Thanks,
>> Graham.
>>
>> -------------
>>
>> Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on the
>> same machine in different Solaris zones and different apache  
>> instances):
>> Solaris 10 (SPARC)
>> Apache 2.0.55 w/ FastCGI
>> Perl 5.8.8
>> mysql 5.0.41
>>
>> My upgrade path:
>> - Stop the 3.6.3 install
>> - Dump the database
>> - Install 3.8.1rc4 into a new directory
>> - Set up RT_SiteConfig.pm
>> - Import the database
>> - Upgrade the database with rt-setup-database --action upgrade
>>
>> The above steps all complete successfully.
>>
>> -- 
>> Graham Ballantyne
>> grahamb at sfu.ca
>>
>> Institutional, Collaborative & Academic Technologies
>> IT Services
>>
>> Simon Fraser University
>> Burnaby, BC  V5A 1S6
>> p: 778-782-2014
>> www.sfu.ca/icat
>>
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> 
>