[rt-users] Custom Fields - Incorrect Order on 3.8.10

[Charles Kugelman]

Hi Ruslan,

(1) We're using DBIx::SearchBuilder 1.54.

(2) Here is the output of your query:

NAME			NAME			SORTORDER
Manager's Name	Add New Employee	2
Last Name		Add New Employee	1
First Name		Add New Employee	0

The "SORTORDER" does appear to be in the order that I had set for the CFs on this queue. The actual displayed order is: (0) Manager's Name, (1) First Name, and then (2) Last Name.

(3) Here are the CustomFields queries from the RT log.

[Thu Oct  6 01:18:10 2011] [debug]: SQL(0.001300s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1  ON ( ObjectCustomFields_1.CustomField = main.id )  WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket')   GROUP BY main.id   ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC  ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982)

[Thu Oct  6 01:18:10 2011] [debug]: SQL(0.001508s): SELECT main.* FROM ( SELECT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1  ON ( ObjectCustomFields_1.CustomField = main.id )  WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket')   GROUP BY main.id   ORDER BY MIN(ObjectCustomFields_1.SortOrder) ASC  ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id); (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982)

[Thu Oct  6 01:18:10 2011] [debug]: SQL(0.001411s): SELECT COUNT(DISTINCT main.id) FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1  ON ( ObjectCustomFields_1.CustomField = main.id )  WHERE (main.Disabled = '0') AND (ObjectCustomFields_1.ObjectId = '29' OR ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket-RT::Transaction') ; (/opt/rt3/bin/../lib/RT/Interface/Web.pm:982)

Thanks for your help!

-CK

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Friday, September 30, 2011 5:44 PM
To: Charles Kugelman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10

Hi,

Which version of DBIx::SearchBuilder module do you use? Upgrade to
1.53 at least.

Run the following query and send results:

SELECT cf.Name, q.Name, ocf.SortOrder FROM ObjectCustomFields ocf JOIN CustomFields cf ON cf.id = ocf.CustomField LEFT JOIN Queues q ON q.id = ocf.ObjectId;

Enable SQL logging, open ticket's page with custom fields and send queries from the log that select custom fields.

On Sat, Oct 1, 2011 at 12:29 AM, Charles Kugelman <Charles.Kugelman at kaplan.com> wrote:
> Hello All,
>
> We recently updated RT from 3.8.2 to 3.8.10 (planning to go to version 
> 4 at a later date).
>
>
>
> 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 
> Queue>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.
>
>
>
> The malfunction generally consists of three things:
>
> 1.       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.
>
> 2.       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.
>
> 3.       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).
>
>
>
> 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.
>
>
>
> We’re running RT 3.8.10 using an Oracle database.
>
>
>
> Any thoughts?
>
>
>
> -CK
>
>
>
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>



--
Best regards, Ruslan.