<div dir="ltr">I just wondered if anyone had any more thoughts on this problem. We just set up email dashboards, and they're doing the same thing search results do; owners are often set to 'nobody', but if you go into the ticket, the real owner is shown. Since dashboards and searches use the same display, or seem to, I'm not surprised. But seeing that reminded me that this is still a problem we'd like to get fixed if possible. As I mentioned before, I've made no changes to the search results pages, and the problem appears to be when the owner is set via our script to auto-assign the requestor as the owner. The owner is set correctly if you view the ticket, but not if that ticket appears in a search results page. Thanks.<br></div><div class="gmail_extra"><br><div class="gmail_quote">On Fri, Nov 18, 2016 at 9:18 AM, Alex Hall <span dir="ltr"><<a href="mailto:ahall@autodist.com" target="_blank">ahall@autodist.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">We always leave it at the default. I did a search for "queue:technology", and here's the format it uses:<br><br> '<b><a href="__WebPath__/Ticket/<wbr>Display.html?id=__id__">__id__<wbr></a></b>/TITLE:#',<br> '<b><a href="__WebPath__/Ticket/<wbr>Display.html?id=__id__">__<wbr>Subject__</a></b>/TITLE:<wbr>Subject',<br> Status,<br> QueueName,<br> Owner,<br> Priority,<br> '__NEWLINE__',<br> '__NBSP__',<br> '<small>__Requestors__</small><wbr>',<br> '<small>__CreatedRelative__</<wbr>small>',<br> '<small>__ToldRelative__</<wbr>small>',<br> '<small>__LastUpdatedRelative_<wbr>_</small>',<br> '<small>__TimeLeft__</small>'<br></div><div class="gmail_extra"><br><div class="gmail_quote"><div><div class="h5">On Fri, Nov 18, 2016 at 9:03 AM, Sinapius, Vinzenz <span dir="ltr"><<a href="mailto:Vinzenz.Sinapius@tracetronic.de" target="_blank">Vinzenz.Sinapius@tracetronic.<wbr>de</a>></span> wrote:<br></div></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div class="h5">
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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d">Hi Alex,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d" lang="EN-US">What is the Format-String of your search? (It’s under the advanced tab, when you edit the search)<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d" lang="EN-US"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d" lang="EN-US">The scrip looks fine.<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d" lang="EN-US"><u></u> <u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d" lang="EN-US">Cheers,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1f497d" lang="EN-US">Vinzenz<u></u><u></u></span></p>
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<p class="MsoNormal"><span style="font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#505050">Vinzenz Sinapius
<br>
Information Technology | Informationstechnik<br>
<br>
</span><b><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#63666a">trace</span></b><b><span style="font-size:10.0pt;font-family:"Tahoma",sans-serif;color:#ed8b00">tronic</span></b><b><span style="font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#505050">
</span></b><span style="font-size:8.0pt;font-family:"Tahoma",sans-serif;color:#505050">GmbH<br>
Stuttgarter Str. 3<br>
01189 DRESDEN<br>
GERMANY <br>
<br>
Phone: <a href="tel:%2B49%20351%20205768-167" value="+49351205768167" target="_blank">+49 351 205768-167</a><br>
Fax: <a href="tel:%2B49%20351%20205768-999" value="+49351205768999" target="_blank">+49 351 205768-999</a><br>
E-mail: <a href="mailto:vinzenz.sinapius@tracetronic.de" target="_blank"><span style="color:#505050">vinzenz.sinapius@tracetronic.d<wbr>e</span></a>
<br>
<br>
Head Office | Hauptsitz: Stuttgarter Str. 3, 01189 DRESDEN, GERMANY <br>
Managing Directors | Geschäftsführer: Dr.-Ing. Rocco Deutschmann, Dr.-Ing. Peter Strähle
<br>
Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086 </span><span style="font-size:8.0pt;color:#505050"><u></u><u></u></span></p>
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<p class="MsoNormal"><span><u></u> <u></u></span></p>
<p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif">Von:</span></b><span style="font-size:11.0pt;font-family:"Calibri",sans-serif"> rt-users [mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com" target="_blank">rt-users-bounces@lists<wbr>.bestpractical.com</a>]
<b>Im Auftrag von </b>Alex Hall<br>
<b>Gesendet:</b> Freitag, 18. November 2016 14:29<br>
<b>An:</b> rt-users <<a href="mailto:rt-users@lists.bestpractical.com" target="_blank">rt-users@lists.bestpractical.<wbr>com</a>><br>
<b>Betreff:</b> [rt-users] Owner not showing in search results?<u></u><u></u></span></p><div><div class="m_3246290731616613122h5">
<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">Hi all,<u></u><u></u></p>
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<p class="MsoNormal">We have an odd problem. I've put a script in place that sets the requestor of a ticket to be its owner, and that works perfectly when viewing a ticket--the owner is shown as the requestor. The problem is that search results show most tickets
as being owned by nobody, but if you click a ticket, you see the owner has actually been set as expected. It's just search results that don't want to show the owner.<br>
<br>
I found this script on the Wiki, and don't know enough about RT's internals to say if it does everything it should. Does anyone see any possible problems with it that would cause the issue with search results?<br>
<br>
<br>
# get actor ID<br>
my $Actor = $self->TransactionObj->Creator<wbr>;<br>
#if actor is RT_SystemUser then get out of here<br>
return 1 if $Actor == $RT::SystemUser->id;<br>
#prevents a ticket being assigned to an unprivileged user, comment out if you want this<br>
return 1 unless $self->TransactionObj->Creator<wbr>Obj->Privileged;<br>
#get out unless ticket owner is nobody<br>
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;<br>
#try to change owner<br>
$RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor );<br>
my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => $Actor, RecordTransaction => 0);<br>
unless( $status ) {<br>
$RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );<br>
return undef;<br>
}<br>
<br>
return 1;<br clear="all">
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<p class="MsoNormal"><br>
-- <u></u><u></u></p>
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<p class="MsoNormal">Alex Hall<u></u><u></u></p>
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<p class="MsoNormal">Automatic Distributors, IT department<u></u><u></u></p>
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<p class="MsoNormal"><a href="mailto:ahall@autodist.com" target="_blank">ahall@autodist.com</a><u></u><u></u></p>
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<br></div></div>---------<br>
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* Los Angeles - January 9-11 2017<br></blockquote></div><span class=""><br><br clear="all"><br>-- <br><div class="m_3246290731616613122gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div><div>Alex Hall<br></div>Automatic Distributors, IT department<br></div><a href="mailto:ahall@autodist.com" target="_blank">ahall@autodist.com</a><br></div></div>
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</blockquote></div><br><br clear="all"><br>-- <br><div class="gmail_signature" data-smartmail="gmail_signature"><div dir="ltr"><div><div>Alex Hall<br></div>Automatic Distributors, IT department<br></div><a href="mailto:ahall@autodist.com" target="_blank">ahall@autodist.com</a><br></div></div>
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