Hi Ken, Yes, we use groups. We have several queues set up for different campus groups and use groups to control access to the queues. The search I'm concerned with is the system-level All New & Open Tickets. User- defined queries seem OK; I have one that I created for myself and I was able to update it from /rt/ to __WebPath__/.
Cheers, Graham. On 14-Aug-08, at 13:02 , Kenneth Crocker wrote: > Graham, > > > I have a question. You mentioned that you do not have many users. > Are they in any groups? Were these searches created by those group > members and saved as group searches or as general RT searches? > > > Kenn > LBNL > > On 8/14/2008 12:50 PM, Graham Ballantyne wrote: >> A followup: >> I tried to resolve the issue by creating a new system-level saved >> search called "All New and Open Tickets". I deleted the old "All >> New & Open Tickets" and under Configuration > Global > RT at a >> Glance set the body to be Bookmarked Tickets and All New and Open >> Tickets. >> Two different things happened: >> 1: For existing users: Instead of the new search, RT displays >> "Predefined search All New & Open Tickets not found" or "Either >> you have no rights to view saved search RT::User-31974- >> SavedSearch-53 or identifier is incorrectPredefined search All New >> & Open Tickets not found" >> Screenshot: http://skitch.com/grahamb/um86/rt-at-a-glance >> If I go to the user preferences and add the search to RT at a >> Glance from there, the search appears. >> 2. For new users: No error message, but the search still doesn't >> appear. Again, adding it from the user-level prefs works. >> So, it appears that the global preferences aren't being respected. >> Any ideas of why that might happen? >> We have a fairly small number of users, so I could change this >> manually for each during the upgrade (can this be done through the >> database?), but I'd rather do it the right way. >> Any assistance would be gratefully appreciated -- this is one of >> the few things holding up an upgrade. >> Thanks! >> Graham. >> On 13-Aug-08, at 18:32 , Graham Ballantyne wrote: >>> Hi everyone, >>> >>> I'm attempting to move a RT 3.6.3 install over to 3.8.1rc4. I'm >>> having >>> difficulties with saved searches. My 3.6.3 server exists at >>> hostname/ >>> rt and the saved searches (e.g. All New & Open Tickets) have /rt/ >>> hardcoded into the search (e.g. if I click Edit > Advanced, the >>> second >>> textfield has /rt/ hardcoded into the code that generates the html >>> links). >>> >>> My 3.8.1 server is going to be at a new hostname and located at the >>> root. I have tried editing the searches (in 3.8.1rc4) to replace / >>> rt/ >>> with __WebPath__/ , as suggested by jibsheet in IRC. Here are the >>> steps I'm taking: >>> >>> - Log into RT as the root user. >>> - From the home screen, click Edit for All New & Open Tickets) >>> - Click SavedSearch (in "You can also edit the predefined search >>> itself: SavedSearch") >>> - Click Advanced >>> - in the lower textfield, change /rt/ to __WebPath__/ >>> (screenshot: http://skitch.com/grahamb/ujri/edit-query) >>> - click Apply >>> - click Update >>> - click Update format and Search >>> >>> RT performs the search and the links are correct; they point to >>> http://hostname:8081/Ticket/Display.html?Action=Take&id=11094 >>> >>> However... when I go back to the home screen, the links in New & >>> Open >>> Tickets still refer to >>> http:/hostname:8081/rt/Ticket/Display.html?Action=Take&id=10857 >>> <--- >>> note the /rt/ is still there >>> >>> To compound matters, I logged in as my regular user, which has a >>> user- >>> saved search in addition to the system-saved All New & Open on the >>> dashboard. I was able to update the user-saved search with >>> __WebPath__/ and the changes are reflected on the home page. >>> >>> So, why aren't the changes being reflected for the system-saved >>> searches? >>> >>> I have: >>> - cleared the browser cache & cookies >>> - cleared the mason cache and restarted apache >>> >>> There's nothing in the RT or apache logs to indicate any problem and >>> everything else seems to be OK. >>> >>> Is it possible to change these saved searches directly in the >>> database? >>> >>> Thanks, >>> Graham. >>> >>> ------------- >>> >>> Specs (for both the existing 3.6.3 and 3.8.1 installs; they're on >>> the >>> same machine in different Solaris zones and different apache >>> instances): >>> Solaris 10 (SPARC) >>> Apache 2.0.55 w/ FastCGI >>> Perl 5.8.8 >>> mysql 5.0.41 >>> >>> My upgrade path: >>> - Stop the 3.6.3 install >>> - Dump the database >>> - Install 3.8.1rc4 into a new directory >>> - Set up RT_SiteConfig.pm >>> - Import the database >>> - Upgrade the database with rt-setup-database --action upgrade >>> >>> The above steps all complete successfully. >>> >>> -- >>> Graham Ballantyne >>> [EMAIL PROTECTED] >>> >>> Institutional, Collaborative & Academic Technologies >>> IT Services >>> >>> Simon Fraser University >>> Burnaby, BC V5A 1S6 >>> p: 778-782-2014 >>> www.sfu.ca/icat >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: [EMAIL PROTECTED] >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com > -- Graham Ballantyne [EMAIL PROTECTED] Institutional, Collaborative & Academic Technologies IT Services Simon Fraser University Burnaby, BC V5A 1S6 p: 778-782-2014 www.sfu.ca/icat _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 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