[rt-users] Global Config for "RT at a glance" not taking effect

2010-04-29 Thread Max McGrath 
Hi all -

Sorry to repost this problem, but I'm hoping with a better subject more
people will read it!

This problem came about because I wanted to be able to add a new Element (I
think that's the proper term) on my RT at a glance page full of helpful
links for our desk workers (i.e., blackboard, wireless management,
directory, res hall registration admin stuff).

You can view the original thread here if need be:
http://www.gossamer-threads.com/lists/rt/users/93118

With help from some
people I was successfully able to get a "Links" element on the RT at a
glance page; that however seemed to break the "QuickSearch" element.  So, I
undid everything I did to try to get back to where I started.  Now, however,
any changes I make in global config for RT at a glance (both summary and
body) do not take effect for any users that login.  I've cleared the mason
data, I've restarted apache, I've rebooted the server, I've cleared my
browsers cache, I've tried different machines with different browsers,
nothing works.  The only good news, I guess, is that when people login, they
can go to their individual preferences and make changes to RT at a glance,
and those changes take effect.

All changes I made in RT_SiteConfig.pm have been commented out, no
permissions were changed or anything like that...

Can anybody help me?

Thanks!

(Again...very sorry to repost this...)
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Global Config for "RT at a glance" not taking effect

2010-04-29 Thread Kenneth Crocker 
Max,

Sounds like an interesting conundrum. I'll bite.

When you say individuals can change their *preferences* and they *DO* take
effect? But the Global defaults don't? *OR* are you saying the Global
defaults work but when you make *changes to those defaults* they don't take
effect?

Also, when you say you commented out the changes you made in RT_SiteConfig,
there are some settings you DO need, but they just need to be like they were
before you added the links part.

And one more thing, when you say you made changes to add these links, did
you have to create any *local* versions of a *directory/file*? If so, did
you make a copy of the original *local* *directory/file* before modifying
it? When I make changes for a local file, I always copy the share version
over. Then if I make further changes to the local file, I always rename the
older one file_old.html  (or whatever). That way I always preserve an
original set of code.

Looking forward to your answers.

Kenn
LBNL

On Thu, Apr 29, 2010 at 10:21 AM, Max McGrath  wrote:

> Hi all -
>
> Sorry to repost this problem, but I'm hoping with a better subject more
> people will read it!
>
> This problem came about because I wanted to be able to add a new Element (I
> think that's the proper term) on my RT at a glance page full of helpful
> links for our desk workers (i.e., blackboard, wireless management,
> directory, res hall registration admin stuff).
>
> You can view the original thread here if need be:
> http://www.gossamer-threads.com/lists/rt/users/93118
>
> With help from some
> people I was successfully able to get a "Links" element on the RT at a
> glance page; that however seemed to break the "QuickSearch" element.  So, I
> undid everything I did to try to get back to where I started.  Now, however,
> any changes I make in global config for RT at a glance (both summary and
> body) do not take effect for any users that login.  I've cleared the mason
> data, I've restarted apache, I've rebooted the server, I've cleared my
> browsers cache, I've tried different machines with different browsers,
> nothing works.  The only good news, I guess, is that when people login, they
> can go to their individual preferences and make changes to RT at a glance,
> and those changes take effect.
>
> All changes I made in RT_SiteConfig.pm have been commented out, no
> permissions were changed or anything like that...
>
> Can anybody help me?
>
> Thanks!
>
> (Again...very sorry to repost this...)
> --
> Max McGrath
> Asst. Network Admin/Systems Specialist
> Carthage College
> 262-552-5512
> mmcgr...@carthage.edu
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Global Config for "RT at a glance" not taking effect

2010-04-29 Thread Max McGrath 
Thank you Kenn!  But I think I just figured it out!  Let me try to explain
what was going on...

I added the line below to my RT_SiteConfig.

Set($HomepageComponents, [qw(
   QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders
RefreshHomepage Dashboards Links)]);


That then gave me the option to add "Links" (a file I created at
$RTHOME/local/html/Elements/Links) to my RT at a glance.  The "Links"
element worked fine after that, but my "QuickSearch" element was now broken.
 So, while I was logged into the root account and my personal account, I
made changes to RT at a glance at the user level for those accounts -- I
didn't change it at the Global level yet -- basically I didn't know what I
was doing!!

Basically, what I'm seeing is, when you edit the RT at a glance at a user
level -- that user has "Opted Out" of the global changes.  Once you choose
"Reset to Default" in RT at a glance at the user level (and log out and log
in) you then take on the Global changes again!

Make sense?

I guess I can now go back to my original question and ask how to get helpful
links available our HelpDesk users RT at a glance.  As I mentioned, how I
did was before was perfect(!) except for that it broke the QuickSearch
element.

Max

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu


On Thu, Apr 29, 2010 at 1:12 PM, Kenneth Crocker  wrote:

> Max,
>
> Sounds like an interesting conundrum. I'll bite.
>
> When you say individuals can change their *preferences* and they *DO* take
> effect? But the Global defaults don't? *OR* are you saying the Global
> defaults work but when you make *changes to those defaults* they don't
> take effect?
>
> Also, when you say you commented out the changes you made in RT_SiteConfig,
> there are some settings you DO need, but they just need to be like they were
> before you added the links part.
>
> And one more thing, when you say you made changes to add these links, did
> you have to create any *local* versions of a *directory/file*? If so, did
> you make a copy of the original *local* *directory/file* before modifying
> it? When I make changes for a local file, I always copy the share version
> over. Then if I make further changes to the local file, I always rename the
> older one file_old.html  (or whatever). That way I always preserve an
> original set of code.
>
> Looking forward to your answers.
>
> Kenn
> LBNL
>
> On Thu, Apr 29, 2010 at 10:21 AM, Max McGrath wrote:
>
>> Hi all -
>>
>> Sorry to repost this problem, but I'm hoping with a better subject more
>> people will read it!
>>
>> This problem came about because I wanted to be able to add a new Element
>> (I think that's the proper term) on my RT at a glance page full of helpful
>> links for our desk workers (i.e., blackboard, wireless management,
>> directory, res hall registration admin stuff).
>>
>> You can view the original thread here if need be:
>> http://www.gossamer-threads.com/lists/rt/users/93118
>>
>>  With help from
>> some people I was successfully able to get a "Links" element on the RT at a
>> glance page; that however seemed to break the "QuickSearch" element.  So, I
>> undid everything I did to try to get back to where I started.  Now, however,
>> any changes I make in global config for RT at a glance (both summary and
>> body) do not take effect for any users that login.  I've cleared the mason
>> data, I've restarted apache, I've rebooted the server, I've cleared my
>> browsers cache, I've tried different machines with different browsers,
>> nothing works.  The only good news, I guess, is that when people login, they
>> can go to their individual preferences and make changes to RT at a glance,
>> and those changes take effect.
>>
>> All changes I made in RT_SiteConfig.pm have been commented out, no
>> permissions were changed or anything like that...
>>
>> Can anybody help me?
>>
>> Thanks!
>>
>> (Again...very sorry to repost this...)
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgr...@carthage.edu
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Global Config for "RT at a glance" not taking effect

2010-04-29 Thread Jeff Voskamp 

On 04/29/2010 02:43 PM, Max McGrath wrote:
Thank you Kenn!  But I think I just figured it out!  Let me try to 
explain what was going on...


I added the line below to my RT_SiteConfig.

Set($HomepageComponents, [qw(
   QuickCreate QuickSearch MyAdminQueues MySupportQueues 
MyReminders RefreshHomepage Dashboards Links)]);



That then gave me the option to add "Links" (a file I created at 
$RTHOME/local/html/Elements/Links) to my RT at a glance.  The "Links" 
element worked fine after that, but my "QuickSearch" element was now 
broken.  So, while I was logged into the root account and my personal 
account, I made changes to RT at a glance at the user level for those 
accounts -- I didn't change it at the Global level yet -- basically I 
didn't know what I was doing!!


Basically, what I'm seeing is, when you edit the RT at a glance at a 
user level -- that user has "Opted Out" of the global changes.  Once 
you choose "Reset to Default" in RT at a glance at the user level (and 
log out and log in) you then take on the Global changes again!


Make sense?

I guess I can now go back to my original question and ask how to get 
helpful links available our HelpDesk users RT at a glance.  As I 
mentioned, how I did was before was perfect(!) except for that it 
broke the QuickSearch element.


Max

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu 

It's Quicksearch, not QuickSearch.

Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Global Config for "RT at a glance" not taking effect

2010-04-29 Thread Max McGrath 
Geez

Good find Jeff!!

Everything is perfect now!

Thank you everybody!!!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu


On Thu, Apr 29, 2010 at 1:55 PM, Jeff Voskamp  wrote:

> On 04/29/2010 02:43 PM, Max McGrath wrote:
>
>> Thank you Kenn!  But I think I just figured it out!  Let me try to explain
>> what was going on...
>>
>> I added the line below to my RT_SiteConfig.
>>
>> Set($HomepageComponents, [qw(
>>   QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders
>> RefreshHomepage Dashboards Links)]);
>>
>>
>> That then gave me the option to add "Links" (a file I created at
>> $RTHOME/local/html/Elements/Links) to my RT at a glance.  The "Links"
>> element worked fine after that, but my "QuickSearch" element was now broken.
>>  So, while I was logged into the root account and my personal account, I
>> made changes to RT at a glance at the user level for those accounts -- I
>> didn't change it at the Global level yet -- basically I didn't know what I
>> was doing!!
>>
>> Basically, what I'm seeing is, when you edit the RT at a glance at a user
>> level -- that user has "Opted Out" of the global changes.  Once you choose
>> "Reset to Default" in RT at a glance at the user level (and log out and log
>> in) you then take on the Global changes again!
>>
>> Make sense?
>>
>> I guess I can now go back to my original question and ask how to get
>> helpful links available our HelpDesk users RT at a glance.  As I mentioned,
>> how I did was before was perfect(!) except for that it broke the QuickSearch
>> element.
>>
>> Max
>>
>> --
>> Max McGrath
>> Asst. Network Admin/Systems Specialist
>> Carthage College
>> 262-552-5512
>> mmcgr...@carthage.edu 
>>
> It's Quicksearch, not QuickSearch.
>
> Jeff
>

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com