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

[Charles Kugelman]

Thanks Ruslan!

I'll upgrade to the latest version and report back.

-CK

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, October 06, 2011 9:15 AM
To: Charles Kugelman
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10

Hi,

Thanks for info. You confirmed that upgrade went well, data looks good. Upgrade SB to 1.57 at least and it will start working. Don't forget to restart web server after upgrading perl module.

On Thu, Oct 6, 2011 at 2:47 PM, Charles Kugelman <Charles.Kugelman at kaplan.com> wrote:
> 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
>>
>>
>>
>> --------
>> RT Training Sessions 
>> (http://bestpractical.com/services/training.html)
>> *  San Francisco, CA, USA — October 18 & 19, 2011
>> *  Washington DC, USA — October 31 & November 1, 2011
>> *  Melbourne VIC, Australia — November 28 & 29, 2011
>> *  Barcelona, Spain — November 28 & 29, 2011
>>
>
>
>
> --
> Best regards, Ruslan.
>



--
Best regards, Ruslan.