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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:10.0pt'>Hello All,<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 4 at a later date).<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>We’ve always had an issue (with 3.8.2) where the Custom Fields (under Queue>Ticket Custom Fields) will work great for a while after they’re added to a queue but will start to malfunction on the queue after some time (most notably after adding additional CFs to the queue). This behavior seems to have carried over to 3.8.10 for our environment, though I was hopeful it would not due to the CF ordering fix in 3.8.8.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>The malfunction generally consists of three things:<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='font-size:10.0pt'><span style='mso-list:Ignore'>1.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt'>When trying to change the order of the CFs on a queue (using the Up and Down links), RT will report that the CF was moved up or down. The position of the “moved” custom field however will remain unchanged. <o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='font-size:10.0pt'><span style='mso-list:Ignore'>2.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt'>When at the create tickets page for queue with the CFs applied, the order of the CFs is exactly the same as in item 1, not as I initially had them ordered. This is the most problematic part for users due to the chaotic order of CFs on the create ticket screen.<o:p></o:p></span></p><p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span style='font-size:10.0pt'><span style='mso-list:Ignore'>3.<span style='font:7.0pt "Times New Roman"'> </span></span></span><![endif]><span style='font-size:10.0pt'>Once a queue is broken (i.e. the CFs have stopped responding to my ordering requests using the Up/Down links), it seems to stay that way (even if I remove all the CFs and re-add them).<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>There are quite a few customized pages/etc. in the /opt/rt3/local directory (which were made using files from 3.8.2). This may be contributing to the problem, but I’m not sure which (if any) of these pages could be contributing to the issue.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>We’re running RT 3.8.10 using an Oracle database.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'>Any thoughts?<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt'><o:p> </o:p></span></p><p class=MsoNormal><span style='color:black;text-transform:uppercase'>-CK</span><o:p></o:p></p><p class=MsoNormal> <o:p></o:p></p></div></body></html>