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

[Ruslan Zakirov]

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 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.