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

[Graham Ballantyne]

Hi Ken,

Yes, we use groups. We have several queues set up for different campus  
groups and use groups to control access to the queues. The search I'm  
concerned with is the system-level All New & Open Tickets. User- 
defined queries seem OK; I have one that I created for myself and I  
was able to update it from /rt/ to __WebPath__/.

Cheers,
Graham.

On 14-Aug-08, at 13:02 , Kenneth Crocker wrote:

> 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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>


-- 
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