<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta http-equiv=Content-Type content="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><style><!--
/* Font Definitions */
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:"Lucida Console";
panose-1:2 11 6 9 4 5 4 2 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-compose;
font-family:"Calibri","sans-serif";
color:windowtext;}
.MsoChpDefault
{mso-style-type:export-only;
font-family:"Calibri","sans-serif";}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>All,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Running RT v4.0.5 w/MoveRules v0.01 enabled (see below for config details) we see the following troublesome behavior.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>When clicking on “Basics” or “Jumbo” within a ticket, the dropdown list showing the current Queue seems to be reset to the ‘first’ (alphabetically) enabled queue. This is problematic, as any user who is updating a custom field must also be certain to re-submit the correct queue when saving, else – the ticket will magically disappear from the correct queue and land in the first enabled queue. Attached are screenshots showing the incorrect behavior.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>In the example screenshots, Ticket #106 is in the “Tier 2” queue. When clicking on either Basic or Jumbo to modify the ticket CFs, you will see that the queue dropdown reverts to the first enabled queue. In this case it is “Tier 1”.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Disabling MoveRules seems to fix the issue when modifying via Basic; however, when using Jumbo the problem still exists ?!?!<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Any assistance resolving this would be greatly appreciated! Please let me know if I can provide any further details/explanation on this… <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thanks in advance,<o:p></o:p></p><p class=MsoNormal>-Shane<o:p></o:p></p><p class=MsoNormal>---<o:p></o:p></p><p class=MsoNormal>Here’s the MoveRules section of RT_SiteConfig.pm:<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console";color:#0000BF'># Configuration for MoveRules<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'>Set( <span style='color:#00BFBF'>@MoveRules</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#0000BF'># From 1. Tier 1 - Help Desk -> Other Queues<o:p></o:p></span></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'1. Tier 1 - Help Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'2. Tier 2 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'1. Tier 1 - Help Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'3. Tier 3 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'><o:p> </o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#0000BF'># From 2. Tier 2 - Service Desk -> Other Queues<o:p></o:p></span></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'2. Tier 2 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'1. Tier 1 - Help Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'2. Tier 2 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'3. Tier 3 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'><o:p> </o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#0000BF'># From 3. Tier 3 - Service Desk -> Other Queues<o:p></o:p></span></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'3. Tier 3 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'2. Tier 2 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'3. Tier 3 - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'1. Tier 1 - Help Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'><o:p> </o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#0000BF'># From 4. Data - Service Desk -> Other Queues<o:p></o:p></span></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'4. Data - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'4. Data - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'><o:p> </o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#0000BF'># From 5. IT - Service Desk -> Other Queues<o:p></o:p></span></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'5. IT - Service Desk'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'6. IT - Service Delivery'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'><o:p> </o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#0000BF'># From 7, Change Management -> Other Queues<o:p></o:p></span></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'7. Change Management'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'8. Release Management'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> },<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'><o:p> </o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#0000BF'># From 8. Release Management -> Other Queues<o:p></o:p></span></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> {<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>From </span>=> <span style='color:#BF0000'>'8. Release Management'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>To </span>=> <span style='color:#BF0000'>'9. Continual Improvement'</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> <span style='color:#BF0000'>ShowAction </span>=> <span style='color:#BF0000'>1</span>,<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'> }<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'>);<o:p></o:p></span></p><p class=MsoNormal style='text-autospace:none'><span style='font-size:9.0pt;font-family:"Lucida Console"'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:9.0pt;font-family:"Lucida Console";color:#0000BF'># End Configuration for MoveRules<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:9.0pt;font-family:"Lucida Console";color:#0000BF'><o:p> </o:p></span></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>