[rt-users] Issue with RT::Extension::MoveRules? Perhaps a bug in 4.0.X?

[Shane Painter]

Ruslan,

I've just upgraded to 4.0.6 and confirmed that this is still happening. Any news on a fix? Timeframe?

Is this something that we could pay BestPractical to prioritize?

Thanks,
-Shane


-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Monday, May 28, 2012 12:48 PM
To: Shane Painter
Cc: rt-users at lists.bestpractical.com; Cami Flores
Subject: Re: [rt-users] Issue with RT::Extension::MoveRules? Perhaps a bug in 4.0.X?

Sorry, found answer.

On Mon, May 28, 2012 at 9:47 PM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> Hi,
>
> Is this only happens for Jumbo page or Basics is also affected?
>
> On Fri, May 18, 2012 at 12:55 AM, Shane Painter <spainter at rw3.com> wrote:
>> All,
>>
>>
>>
>> Running RT v4.0.5 w/MoveRules v0.01 enabled (see below for config 
>> details) we see the following troublesome behavior.
>>
>>
>>
>> When clicking on “Basics” or “Jumbo” within a ticket, the dropdown 
>> list showing the current Queue seems to be reset to the ‘first’ 
>> (alphabetically) enabled queue. This is problematic, as any user who 
>> is updating a custom field must also be certain to re-submit the 
>> correct queue when saving, else – the ticket will magically disappear 
>> from the correct queue and land in the first enabled queue. Attached 
>> are screenshots showing the incorrect behavior.
>>
>>
>>
>> In the example screenshots, Ticket #106 is in the “Tier 2” queue. 
>> When clicking on either Basic or Jumbo to modify the ticket CFs, you 
>> will  see that the queue dropdown reverts to the first enabled queue. 
>> In this case it is “Tier 1”.
>>
>>
>>
>> Disabling MoveRules seems to fix the issue when modifying via Basic; 
>> however, when using Jumbo the problem still exists ?!?!
>>
>>
>>
>> Any assistance resolving this would be greatly appreciated! Please 
>> let me know if I can provide any further details/explanation on this…
>>
>>
>>
>> Thanks in advance,
>>
>> -Shane
>>
>> ---
>>
>> Here’s the MoveRules section of RT_SiteConfig.pm:
>>
>>
>>
>> # Configuration for MoveRules
>>
>> Set( @MoveRules,
>>
>>         # From 1. Tier 1 - Help Desk -> Other Queues
>>
>>         {
>>
>>                 From    => '1. Tier 1 - Help Desk',
>>
>>                 To      => '2. Tier 2 - Service Desk',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>         {
>>
>>                 From    => '1. Tier 1 - Help Desk',
>>
>>                 To      => '3. Tier 3 - Service Desk',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>
>>
>>         # From 2. Tier 2 - Service Desk -> Other Queues
>>
>>         {
>>
>>                 From    => '2. Tier 2 - Service Desk',
>>
>>                 To      => '1. Tier 1 - Help Desk',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>         {
>>
>>                 From    => '2. Tier 2 - Service Desk',
>>
>>                 To      => '3. Tier 3 - Service Desk',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>
>>
>>         # From 3. Tier 3 - Service Desk -> Other Queues
>>
>>         {
>>
>>                 From    => '3. Tier 3 - Service Desk',
>>
>>                 To      => '2. Tier 2 - Service Desk',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>         {
>>
>>                 From    => '3. Tier 3 - Service Desk',
>>
>>                 To      => '1. Tier 1 - Help Desk',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>
>>
>>         # From 4. Data - Service Desk -> Other Queues
>>
>>         {
>>
>>                 From    => '4. Data - Service Desk',
>>
>>                 To      => '4. Data - Service Desk',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>
>>
>>         # From 5. IT - Service Desk -> Other Queues
>>
>>         {
>>
>>                 From    => '5. IT - Service Desk',
>>
>>                 To      => '6. IT - Service Delivery',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>
>>
>>         # From 7, Change Management -> Other Queues
>>
>>         {
>>
>>                 From    => '7. Change Management',
>>
>>                 To      => '8. Release Management',
>>
>>                 ShowAction => 1,
>>
>>         },
>>
>>
>>
>>         # From 8. Release Management -> Other Queues
>>
>>         {
>>
>>                 From    => '8. Release Management',
>>
>>                 To      => '9. Continual Improvement',
>>
>>                 ShowAction => 1,
>>
>>         }
>>
>> );
>>
>>
>>
>> # End Configuration for MoveRules
>>
>>
>>
>>
>
>
>
> --
> Best regards, Ruslan.



--
Best regards, Ruslan.