Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Hi Ruslan, I wanted to provide an update on this. The upgrade to DBIx::SearchBuilder 1.61 and a restart of the webserver does appear to have resolved this. Thanks again for your help! -CK -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Charles Kugelman Sent: Thursday, October 06, 2011 9:19 AM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10 Thanks Ruslan! I'll upgrade to the latest version and report back. -CK -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:15 AM To: Charles Kugelman Cc: rt-users@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 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.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Friday, September 30, 2011 5:44 PM > To: Charles Kugelman > Cc: rt-users@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 > 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
Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Thanks Ruslan! I'll upgrade to the latest version and report back. -CK -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 06, 2011 9:15 AM To: Charles Kugelman Cc: rt-users@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 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.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Friday, September 30, 2011 5:44 PM > To: Charles Kugelman > Cc: rt-users@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 > 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 unch
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 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.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of > Ruslan Zakirov > Sent: Friday, September 30, 2011 5:44 PM > To: Charles Kugelman > Cc: rt-users@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 > 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. t
Re: [rt-users] Custom Fields - Incorrect Order on 3.8.10
Hi Ruslan, (1) We're using DBIx::SearchBuilder 1.54. (2) Here is the output of your query: NAMENAMESORTORDER Manager's Name Add New Employee2 Last Name Add New Employee1 First Name Add New Employee0 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.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Friday, September 30, 2011 5:44 PM To: Charles Kugelman Cc: rt-users@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 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 — Oct
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 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 > > > > > 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. 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
[rt-users] Custom Fields - Incorrect Order on 3.8.10
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 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
