[rt-users] 10 Highest Priority Tickets I own link problems

[Will Maier]

On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
> My users have informed me that they are unable to click on
> hyperlinks for any of the tickets listed under "10 Highest
> Priority Tickets I own."  All they see is plain text for the list
> of tickets.  I have verified this behavior from my workstation for
> all of their accounts.
>
> They are able to manipulate tickets by searching for them manually
> or doing a quick search.  For testing purposes I have made the
> users "SUPER USERS" and they still do not see hyperlinks.  My user
> works just fine, with the same permissions and group membership as
> them.

We just spent half of today trying to hunt this bug down at our
site. It's not necessarily a bug, per se, but it sure is annoying.

AFAICT, share/html/Elements/MyRT loads user preferences from the
database when deciding how the 'RT at a glance' page should be
rendered. In the Attributes table, three attributes are defined by
default when you upgrade to or install 3.6.X (this is all in
etc/upgrade/3.5.1/content, if you're interested). These attributes
are named 'HomepageSettings,' 'Search - Unowned Tickets' and 'Search
- My Tickets.'

We just installed 3.6.1 at our site, and wanted to exclude our SPAM
queue from the '10 newest tickets' widget. I edited and saved the
search successfully, and indeed the SPAM queue was excluded. Editing
the search also overwrote the default settings for the 'Search -
Unowned Tickets' attribute, which caused the content-but-no-links
symptom you describe.

To fix this, we regenerated the default attributes (search
Attributes for items with Creator=1) using rt-setup-database and a
modified version of the content upgrade mentioned above. For users
that had saved the broken, no-links version as their display
preference, we removed their setting so that they'd fall back to the
default.

Things look much better now. Like I said, I'm not sure if this is a
bug or not. However, it *would* certainly be nice to have the
display preferences be globally-editable (just as the search that
produces the widget's results is).

Pardon me if some of the details are a bit vague; I've been deep in
the database for the last few days and am trying to return to
normalcy. ;)

-- 

[Will Maier]-----------------[willmaier at ml1.net|http://www.lfod.us/]